Customer Success Specialist
On-siteYerevan, Yerevan, Armenia
Yerevan, Yerevan, ArmeniaOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Forecast customer demand, conduct capacity planning, and manage scheduling for Customer Services teams while monitoring real-time performance against SLAs and KPIs. Own the end-to-end lifecycle of Help Centre content, including creation, editing, publishing, and governance to ensure accuracy and alignment with product updates. Monitor content performance metrics to drive optimization initiatives and provide ad hoc support to Sales Enablement initiatives involving Creatio and assignment logic. Partner with leadership on headcount planning and team scaling strategies to optimize efficiency and service quality.
Required Qualifications
- 3 to 5 years of experience in Customer Success Operations, Support Operations, Workforce Management, or a similar operational role
- Strong hands-on experience with Workforce Management (WFM), forecasting, capacity planning, or operations planning
- Strong analytical mindset with experience using data to drive operational decisions (e.g. Excel, BI tools, dashboards)
- Excellent written communication skills with the ability to simplify complex topics into clear, user-friendly content
- Highly organized with exceptional attention to detail and the ability to manage multiple priorities effectively
Desired Qualifications
- An operations-focused professional who thrives on structure, data, and process optimization
- Someone with a strong sense of ownership and exceptional attention to detail
- A collaborative team player who can work effectively across multiple functions and stakeholders
- A continuous improvement mindset with a focus on scalability, operational excellence, and efficiency
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