Recurly believes that fully engaged customers stay longer, are more engaged, and turn into advocates for our brand. As a Customer Operations Specialist, your role is centered around delivering a great customer experience, developing relationships for insight gathering, and retaining customers to become advocates.

Strategic Duties of a Customer Operations Specialist include:

• Utilizing Recurly user-personas to create customer engagement activities 
• Using app usage and support insights to guide the training and educational programs
• Working closely with the onboarding and Growth teams, and other company departments to ensure a coordinated approach to Operational campaigns
• Monthly reviews of all outreach efforts and presenting to senior directors on a regular basis
• Market research and benchmarking of target markets, analysis of company products in relation to competitors
• Connecting with customers to ensure continued education and success throughout the relationship lifecycle
• Identifying key customers that can act as a marketing channel through case studies, speaking opportunities, etc
• Helping marketing and sales meet business objectives through customer advocacy initiatives

Tactical Duties of a Customer Operations Specialist include:

• Composing, monitoring and iterating customer outreach campaigns, varying content based on segments
• Leading and managing customer engagement and communication programs, such as in-person/virtual events, workshops, onboarding and ongoing nurture campaigns
• Manage and maintain engagement and advocacy programs; continually recruit new customer advocates
• Manage a library of up-to-date videos, training materials, and documentation
• Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organization
• Develop a customer lifecycle campaign program and work with marketing operations to implement
• Create special marketing content for account management/customer success to help at-risk customers with training
• Provide product feedback given by advocates to the Product Management team.
• Continual audits of customer content

The ideal background of a Customer Operations Specialist includes:

• Previous experience managing educational programs, providing Technical Support, Customer Success or Account Management
• Passionate and driven educator with up to date knowledge of cutting edge communication techniques and tools
• An unrivaled knowledge of recurring billing
• Strong passion for serving and understanding customers
• Interpersonal skills to help nurture customer relationships and work with cross-functional teams
• Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts
• Strategic thinker that can see beyond the day-to-day grind to help reach growth goals, create a stronger brand, and improve the customer experience

About Recurly

Recurly, Inc. provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands. worldwide. Subscription businesses such as Sling TV, BarkBox, Asana, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2010, Recurly has deployed subscription billing for thousands of companies across 42 countries.

Offices located in San Francisco, California and Boulder, Colorado