Customer Success Operations Associate

About Us

Avvoka is a document automation, negotiation, and analytics tech platform used by law firms, in-house legal, and business teams. We are a dynamic team with offices in London and Singapore, and our international customer base includes law firms and corporates such as Allen & Overy, HSBC, McDonald’s, and Warner Bros Discovery. Avvoka has been featured in several publications including The Lawyer, LegalWeek, Legal Business, Legal IT Insider, and Artificial Lawyer. At Avvoka, expect an inclusive environment where each team member is encouraged to ask questions, contribute creatively, and work smarter, not harder.

What We're Looking For

This entry, junior level role as a Customer Success Operations Associate will suit someone who is highly organized, detail-oriented, and passionate about improving processes. The ideal candidate will be skilled in tracking customer engagement, optimizing workflows, and ensuring the seamless operation of our customer success systems. You’ll be responsible for supporting our Customer Success Managers by refining processes, managing tools, and creating valuable resources. Strong communication skills and the ability to collaborate across departments are key to ensuring alignment and delivering exceptional customer experiences.

Key Responsibilities

Process Optimization & Documentation

• Identify and streamline workflows to improve team efficiency.
• Maintain and update process documentation for customer success teams.
• Collaborate with stakeholders to refine and standardize procedures.

Customer Engagement Tracking

• Monitor customer engagement metrics and adoption trends.
• Generate reports on customer health and satisfaction.
• Provide insights to Customer Success Managers for proactive support.

Tool & System Management

• Manage and optimize the use of customer success tools and platforms.
• Ensure data accuracy and proper system usage by the team.
• Assist in evaluating and implementing new tools or software.

Resource Development & Coordination

• Help create and organize training materials for customer success processes.
• Coordinate resources for onboarding and ongoing training.
• Ensure materials are accessible and up to date for the team.

Cross-Departmental Collaboration

• Work closely with Sales, Product, and Support teams to align on customer needs.
• Facilitate communication between customer success and other departments.
• Coordinate initiatives that impact multiple departments and customer success.

Person Specification

The top 5 factors that are essential for the role are:

• You have a natural talent for streamlining workflows and optimizing processes to boost efficiency.
• You can track, analyze, and interpret customer engagement data to provide actionable insights.
• You ensure accuracy in every aspect of your work, from managing systems to documenting processes.
• You’re comfortable with customer success tools, CRM systems, and adapting to new technologies.
• Prior experience or a strong understanding of the legal industry, helping you tailor solutions to meet specific legal customer needs.

Other desirable factors that you would need to be a successful candidate are:

• Prior experience managing cross-functional projects or process improvement initiatives, especially in the legal or tech industries.
• Knowledge of automation platforms like Zapier or other workflow tools to enhance operational efficiency.
• Familiarity with the SaaS model and customer success best practices in a subscription-based business.

Commitment to Accessibility

We are committed to providing reasonable adjustments as stipulated by the Equality Act 2010. to ensure a fair and inclusive recruitment process for all candidates. If you require any accommodations due to a disability or any other reason during the application or interview process, please let us know.

To request adjustments, please include your request in your application. We will work with you to provide the necessary support to ensure you can participate fully.