Customer Success Operations Specialist

Location: London, UK
What You'll Do
We are looking for a strong leader to join our team as part of the Revenue Operations Organisation, reporting to the Manager, Customer Success Strategy & Operations. As a Customer Success Operations Specialist, you will play a pivotal role in supporting the Customer Success and Sales organisation in provisioning and de-provisioning services for our Enterprise customers throughout their lifecycle - from the initial onboarding and expansion, to renewal and off-boarding.
You will also collaborate closely with cross-functional teams to identify opportunities for growth, streamline processes, evaluate and implement solutions that drive efficiency gains, automation and accelerate business growth.
Key responsibilities:

• Successfully execute incoming provisioning and de-provisioning requests for Cloudflare Enterprise Customers in line with the agreed SLAs.
• Collaborate with the internal Cloudflare teams (Product, Fintech Engineering, Support, Customer Success, Sales etc.) to identify opportunities for automation, as well as process, documentation and tool improvements.
• Test and evaluate solutions & tools which will help to accelerate provisioning capabilities, and enhance the overall customer experience.
• Ensure ticket hygiene for accurate reporting and route the out of scope requests to the relevant teams to ensure fast resolution.
• Foster a culture of continuous improvement, collaboration, and operational excellence.

Qualifications:

• Min. 3 years of proven experience in business support, customer support, customer success, provisioning management, or a related role, preferably in a fast-paced technology or SaaS environment.
• Strong understanding of provisioning and support ticket management.
• Experience with SQL and API tools such as Postman or Bruno, with the ability to create new API calls.
• A quick learner with attention to details and passion for driving continuous improvement.
• Self-starter with the ability to work independently, adjust priorities to work efficiently and meet SLAs.
• Excellent communication and interpersonal skills.