Customer Success Operations Administrator

office-based, Newcastle/UK

About Us The unicorn company Arctic Wolf was founded in the USA in 2012 and is a leader in security operations in an exciting and fast-growing industry - cybersecurity. Our commitment to customer and employee satisfaction, combined with a stable track record characterised by doubling our sales and employee numbers for five consecutive years, have made us an industry leader. In April 2021, we decided to expand globally with the goal of providing companies worldwide with first-class protection. Arctic Wolf is therefore a global leader in security operations, delivering the first cloud-native security operations platform to end cyber risk. Powered by threat telemetry spanning endpoint, network, and cloud sources, the Arctic Wolf® Security Operations Cloud ingests and analyses trillions of security events each week to enable critical outcomes for most security use cases.

Our mission is simple: End Cyber Risk. We’re looking for a Customer Success Operations Administrator to be part of making this happen.

About the Role:

The Customer Success Operations Administrator is a critical thinker who is ready to dig in and take a key role in supporting our Customer Success teams by creating renewal quotes, training and supporting sales reps, and analysing and improving process flows. This position will play a cross functional role between Customer Success Sales Team, Manufacturing, Sales Operations, Channel Team, Channel Operations, and Billing.

Responsibilities:

• Support Customer Success team by managing contract cycle and building renewal quotes

• Ensure deal structure is in alignment with the contracted subscriptions to be renewed

• Respond to CSM inquiries related to quotes, orders, and invoices

• Follow up as required to manage process through booking of renewal, including order processing as needed

• Provide accurate and timely reporting and visibility to contract renewal/churn information

• Utilise experience and training to create manuals and training aids for sales stakeholders. Document and create knowledge repository for first-tier sales support

• Investigate and resolve data issues using own knowledge

• Analyse existing process flows around renewals and customer success. Evolve or reinforce existing sales processes and implement new ones, focusing on scalability and driving significant growth

• Data steward for accurate customer data within Salesforce

• Maintain customer ownership assignments

Who You Are:

• Excellent communication skills: verbal, written, presentation

• Innovative, motivated, organised, high energy team player

• Process and quality orientation with attention to detail

Minimum Qualifications:

• 5 or more years’ experience in sales operations or role

• Salesforce.com experience required

• Prior experience working with quoting, subscriptions and contracts

• Prior experience working with channel partners

Why Arctic Wolf?

At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally. We offer all wolves a compelling compensation and benefits packages, including 28 days per year annual leave, 8 bank holidays, paid time off to volunteer together with a comprehensive private medical and life insurance, pension, and company equity shares. Also, we want to ensure all employees to have a good work-life balance offering a robust Employee Assistance Programme, professional career progression and so much more! Come join the Pack during this exciting time of rapid growth where every employee makes a difference, and their contributions are recognised and rewarded.