[Hiring] Customer Success Operations Partner @ORBCOMM

Role Description

Join Us as a Customer Success Operations Partner! Are you passionate about operational excellence, customer experience, and driving business performance through process optimization? ORBCOMM is seeking a Customer Success Operations Partner to support our VIACHAIN Smart Trailers business by managing critical customer operational processes, ensuring billing accuracy, and enabling exceptional service delivery. In this role, you will serve as a key operational liaison between customers and internal teams, helping to deliver seamless customer experiences while supporting revenue growth and operational efficiency.

What You'll Do

• Customer Operations Management
  • Serve as the primary operational point of contact for assigned customer accounts.
  • Own operational workflows and ensure customer-related activities are executed accurately and efficiently.
  • Coordinate customer requests and operational activities across internal teams.
  • Support customer lifecycle processes while maintaining a high level of service quality and responsiveness.
• Billing & Revenue Operations
  • Manage service contract billing operations and associated administrative processes.
  • Ensure billing accuracy and support revenue integrity initiatives.
  • Review, reconcile, and resolve billing discrepancies in partnership with relevant stakeholders.
  • Monitor operational metrics that impact revenue recognition and customer satisfaction.
• Service Offering Administration
  • Develop and maintain standardized service offerings for VIACHAIN customers.
  • Support implementation and ongoing management of customer service programs.
  • Ensure consistency and adherence to established operational processes and standards.
  • Identify opportunities to improve service delivery efficiency and effectiveness.
• Order & Contract Management
  • Own onboarding, offboarding, transfers, suspensions, and RMA-related service contract changes.
  • Partner with Customer Success Managers and Customer Delivery teams on order entry and opportunity progression.
  • Coordinate shipment activities, release management, credit hold resolution, and partial shipment processes.
  • Maintain accurate customer and operational records within business systems.
• Cross-Functional Collaboration & Continuous Improvement
  • Partner with Customer Success, Delivery, Support, Finance, and Operations teams to resolve customer issues and improve processes.
  • Manage NRU tracking and coordinate resolution efforts with Support teams.
  • Analyze operational data and reporting to identify trends and improvement opportunities.
  • Support initiatives that enhance customer experience, operational scalability, and service performance.

Qualifications

• Bachelor's degree in Administrative Science, Technical Science, Business Administration, Operations, or an equivalent combination of education and experience.
• 2-5 years’ experience supporting customer operations, customer success, service delivery, order management, billing operations, or related business functions.
• Experience working with CRM and billing systems.
• Salesforce experience or equivalent CRM platform experience.
• Strong analytical, reconciliation, and problem-solving skills.
• Advanced proficiency with Microsoft Excel and reporting tools.
• Experience managing multiple priorities while maintaining accuracy and attention to detail.
• Strong communication and stakeholder management skills.
• Ability to collaborate effectively across cross-functional and global teams.
• Experience working with operational processes, customer contracts, and service-related workflows.

Preferred Qualifications

• Professional proficiency in Spanish and English.
• Additional language capabilities are highly desirable.
• Experience supporting transportation, logistics, telematics, IoT, SaaS, or technology-enabled service businesses.
• Experience with customer lifecycle management, billing operations, and revenue-related processes.
• Experience driving process improvements and operational standardization initiatives.
• Familiarity with customer success and service delivery best practices.
• Leverage AI-enabled tools and automation to support daily tasks and productivity.
• Commitment to continuous learning in digital and AI literacy.

Benefits

• Competitive, locally relevant benefits package designed to support our employees around the world.
• Health and wellness coverage.
• Paid time off.
• Retirement or savings programs.
• Flexible work arrangements.
• Insurance coverage.
• Lifestyle perks.
• Access to employee discounts.