Client Success & Operations Specialist

About Rebiz:

ReBiz LLC is a U.S.-based analytics and technology solutions provider specializing in data and process automation services. The company helps businesses transform raw data into actionable insights while automating repetitive tasks to drive efficiency and scalability.

Role Overview

The Client Success & Operations Specialist serves as the primary liaison between clients and internal teams, ensuring a seamless customer experience from onboarding through ongoing support. This role combines client relationship management, technical coordination, operational oversight, data analysis, and process improvement to deliver exceptional customer service while driving operational excellence.

The ideal candidate is highly analytical, customer-focused, organized, and capable of collaborating across multiple departments to resolve complex issues and improve business processes.

Key Responsibilities:

1. Client Onboarding & Lifecycle Management

• Serve as the primary coordinator for all new client onboardings and service cancellations.
• Create and manage onboarding projects in Zoho Projects, ensuring all required tasks are assigned and completed on schedule.
• Coordinate with Sales, IT, Monitoring, and Operations teams to ensure a seamless onboarding experience.
• Track onboarding progress and proactively resolve delays or bottlenecks.
• Ensure all client requirements are accurately documented before project handoff.

2. Client Advocacy & Escalation Management

• Act as the primary point of contact for complex customer escalations.
• Bridge communication between clients and internal departments to ensure timely issue resolution.
• Manage critical support requests while maintaining a high level of customer satisfaction.
• Coordinate equipment replacement requests, including down DVR and camera-related incidents, minimizing disruption to client monitoring services.

3. Technical Coordination & System Configuration

• Coordinate field technician scheduling for CCTV installations and onboarding activities.
• Monitor sales data integrations, including SFTP and API configurations.
• Verify client data and system configurations to ensure successful implementation.
• Coordinate with technical teams to resolve integration and system setup issues.

4. Client Feedback & Product Improvement

• Conduct proactive follow-up sessions with newly onboarded clients.
• Gather customer feedback and identify opportunities for product and service improvements.
• Present actionable recommendations to leadership based on customer insights.
• Support continuous enhancement of onboarding and customer support processes.

5. Project Coordination & Cross-Functional Collaboration

• Partner with Project Management, Sales, Engineering, Monitoring, and Operations teams to ensure successful project execution.
• Document business requirements and communicate feature expectations to technical teams.
• Audit project progress and ensure cross-functional alignment.
• Support implementation of new products, services, and operational initiatives.

6. Issue Resolution & Root Cause Analysis

• Investigate client issues using system logs, portals, reports, and available data.
• Perform root cause analysis to identify underlying issues rather than treating symptoms.
• Reduce unnecessary engineering escalations through effective troubleshooting.
• Prepare clear, data-driven summaries and recommendations for both clients and internal stakeholders.

7. Data Analytics & Business Insights

• Assist clients in understanding operational reports, dashboards, and analytics.
• Translate complex data into meaningful business insights and recommendations.
• Verify sales files, reporting accuracy, and data integrity.
• Support data-driven decision-making for both clients and internal teams.

8. Process Improvement & Operational Excellence

• Identify recurring support issues, trends, and operational inefficiencies.
• Recommend process improvements that enhance customer experience and operational performance.
• Collaborate with department leaders to develop standardized onboarding and support procedures.
• Drive continuous improvement initiatives across customer operations.

Qualifications (Must Have):

Education:

Bachelor's degree in Business Administration, Information Technology, Information Systems, Operations Management, Customer Success, or a related field.

Experience:

• 3–5 years of experience in Customer Success, Client Operations, Technical Support, Project Coordination, or Operations Management.
• Experience managing customer onboarding and implementation projects.
• Experience working with cross-functional teams and customer-facing environments.
• Experience using CRM, ticketing, and project management systems (Zoho Desk, Zoho Projects, Salesforce, Jira, etc.).

Skills:

• Customer onboarding & implementation
• Client relationship management
• Technical troubleshooting
• Project coordination
• Data analysis & reporting
• SFTP/API coordination
• Documentation & business requirements gathering
• Advanced Microsoft Excel and reporting skills

Qualifications (Preferred):

Certification:

• Project Management Professional (PMP) or CAPM (preferred)
• ITIL Foundation Certification (preferred)
• Zoho CRM/Projects Certification (preferred)
• Lean Six Sigma Yellow Belt (preferred)

Soft Skills:

• Excellent communication and presentation skills
• Strong customer service orientation
• Analytical thinking and problem-solving
• Time management and organization
• Relationship building and stakeholder management
• Adaptability in a fast-paced environment
• Decision-making and critical thinking
• High attention to detail

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person