Job Title: Bilingual Customer Success Operations Analyst (English/Spanish)
Location: Remote
Job Type: W2
Expected hours per week: 40 hours per week
Schedule: Remote
Pay Range: $25 to $30 per hour
Job Description:
The ideal candidate is highly analytical, organized, and customer-focused, with the ability to manage multiple priorities while collaborating across cross-functional teams. This position will help drive consistency, scalability, and operational excellence across a diverse global customer portfolio.
Key Responsibilities
Fleet Analytics & Alert Management
- Analyze fleet health data, equipment performance trends, and recurring operational issues.
- Identify high-risk equipment and emerging fleet concerns through data analysis.
- Prepare fleet performance summaries and customer-ready review materials.
- Support alert monitoring, triage activities, and prioritization of customer follow-up actions.
- Assist Customer Success Managers with fleet insights that drive customer engagement and proactive decision-making.
Customer Reporting & Business Insights
- Develop and maintain customer health reports and fleet performance dashboards.
- Prepare monthly customer reports, presentations, and executive summaries.
- Track customer adoption, engagement, and key performance indicators (KPIs).
- Maintain reporting processes and ensure data accuracy across customer accounts.
- Generate actionable insights to support customer success initiatives and business growth.
Customer Onboarding Support
- Coordinate onboarding activities for new customers and operational sites.
- Assist with customer setup, documentation, and onboarding workflows.
- Maintain onboarding checklists, process documentation, and operational guides.
- Support development of training materials and user enablement resources.
- Ensure customers have a smooth and consistent onboarding experience.
Customer Success Operations
- Maintain Customer Success templates, playbooks, standard operating procedures, and best practices.
- Track customer action items and support follow-up activities.
- Partner with Customer Success, CARE, Product, Engineering, and regional teams to coordinate operational activities.
- Support process improvement initiatives that enhance scalability and operational efficiency.
- Assist in documenting and standardizing Customer Success processes globally.
Administrative & Program Support
- Maintain customer records, operational trackers, and program documentation.
- Support recurring reporting and governance requirements.
- Assist with preparation for operational reviews and internal stakeholder meetings.
- Contribute to continuous improvement efforts that strengthen Customer Success programs and customer outcomes.
Required Qualifications
- Bilingual in English and Spanish (written and verbal).
- Bachelor’s degree or equivalent work experience.
- Strong analytical, reporting, organizational, and problem-solving skills.
- Experience supporting customer success, customer operations, reporting, onboarding, or related business functions.
- Ability to manage multiple priorities and coordinate across cross-functional teams.
- Strong customer service and communication skills.
- Proficiency with Microsoft Office Suite, including Excel and PowerPoint.
- Experience creating reports, presentations, and customer-facing materials.
- Comfortable working independently in a remote environment.
Preferred Qualifications
- Experience with fleet analytics, fleet operations, equipment monitoring, telematics, or related industries.
- Experience supporting SaaS, digital solutions, customer success, or operational programs.
- Familiarity with KPI development, dashboard reporting, and customer engagement metrics.
- Experience working with global customers and cross-functional teams.
- Background in mining, industrial equipment, fleet management, or connected asset technologies is a plus.
Key Competencies
- Customer-focused mindset
- Data-driven decision making
- Attention to detail
- Cross-functional collaboration
- Process improvement and operational excellence
- Effective written and verbal communication
- Project coordination and organization
Benefits: 80 hours paid time off, paid holidays, medical insurance contributions, dental vision and our 401k retirement savings plan
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