Customer Success Operations Associate (12-month contract)

About us

Yodeck is a fast-growing Software-as-a-Service (SaaS) company that is laser-focused on disrupting the $23B digital signage industry. Yodeck’s affordable, easy-to-use, and feature-rich solution has been developed to democratize digital signage and empower with it any and every business around the world. Yodeck was first introduced in 2016 and now powers over 200,000 screens across every type of business from restaurants and retail stores, to schools, stadiums and conference halls. Yodeck is now in the top 5 of digital signage SaaS platforms in the world, and we are looking for curious and smart people to drive even faster!

About the Role

Yodeck is growing fast, and growth creates work that sits between teams. Vendor registrations, manual invoicing, overdue payments, hardware shipments and customs paperwork are all essential to keeping customers served.

The Customer Success Ops Associate will take ownership of these four streams under a 12-month contract: running them properly day to day, and, just as importantly, working out how they should run permanently. Success in this role looks like falling overdue debt, faster vendor and procurement turnaround, shipment problems caught before the customer has to ask, and a rising share of this work handled through documented, repeatable process rather than one-off firefighting.

It is a genuinely varied role suited to someone organised, persistent and comfortable chasing things until they are finished.

Responsibilities

•Vendor & procurement management

•Manage vendor registrations, including forms, W-9s and supporting documentation.

•Manage registrations on customer procurement platforms, and upload quotes, invoices and supporting documents.

•Route any customer amendment or redline to Legal, and track it through to completion. Complete standard forms and registrations as issued; never assess whether terms are acceptable.

•Billing, renewals & order management

•Prepare manual invoices and handle non-standard billing requirements.

•Prepare renewal quotes and process orders for selected customers, at agreed pricing.

•Work with Customer Success and Finance to resolve billing and order issues.

•Escalate any discount, credit note, pricing exception or change to contracted terms to the CS lead and Finance.

•Collections

•Monitor overdue invoices and follow up with customers using agreed templates and cadence.

•Maintain a clear view of ageing debt and make sure nothing goes quiet.

•Handle routine reminders and follow-up on invoices up to [X] days overdue and under [€X], using approved email templates.

•Escalate anything older or larger, any dispute, or any promise-to-pay you are asked to agree, to Finance, copying the account's CSM.

•Supplier & shipment coordination

•Coordinate with suppliers and track customer hardware shipments.

•Prepare customs documentation against the approved checklist. …

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