[Hiring] Customer Success Ops - Shared Services Specialist @Unit4

Role Description

The CS Shared Services Specialist is the operational backbone of Unit4's CS shared services function, ensuring that the administrative activity required to keep CS business systems accurate and operational is fulfilled reliably, to defined standards, and on time. This is a generalist role spanning multiple business platforms:

• Project and financial record management in the ERP
• Opportunity and account maintenance in the CRM
• Content publication and user provisioning in the LMS
• Management of the services success catalogue

The responsibilities reflect the current scope of the function; as the CS division grows and additional administrative activity is consolidated into shared services, the platforms and activities covered by this role will evolve accordingly.

The value this role creates is not in any single system, it is in the disciplined, accurate fulfilment of requests across all of them, removing a class of operational distraction from CS practitioners and function leaders so they can focus on customer outcomes rather than administrative overhead.

Role Responsibilities

• Enables effective execution, governance hygiene, and operational consistency across Customer Success delivery projects by providing administrative, coordination, and control support.
• Ensures that Customer Success projects are compliant with standards and operationally frictionless, allowing Project Managers and delivery leads to focus on outcomes, risks, and stakeholder management.
• Process project and financial administration requests in the ERP, including creating project structures, updating budget records, and maintaining financial data.
• Maintain CRM records in support of CS-led sales activity, including creating and updating opportunity records and ensuring record accuracy.
• Administer the Docebo LMS platform on behalf of the Customer Education team, including user access management and course content publication.
• Process and manage service requests from across the CS function using the shared services request management framework.
• Maintain process documentation for all admin activities within scope, following established runbooks.
• Highlight data quality issues or gaps early.
• Work closely with reporting/automation and business governance teams to enable scalable, low-effort reporting and governance.

Qualifications

• Degree in relevant field and 2 to 3 years minimum work experience with the desired skill.
• Proven experience in administrative or operational support roles within Customer Success, Professional Services, Operations, PMO, or similar enterprise environments.
• Hands-on experience working across multiple business systems.
• Strong operational discipline and attention to detail.
• Ability to execute high-volume requests reliably and on time.
• Experience working within a shared services or centralized operations model.
• Comfort working with documented processes and runbooks.
• Cross-functional collaboration.
• Adaptability and learning agility.
• Appetite to use AI effectively to improve reporting and automation.

Benefits

• A culture built on trust and accountability, giving you the freedom and autonomy to be successful and make an impact.
• Balance with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits.
• Growth opportunities with tools and guidance required to focus on what really matters.
• Talented colleagues, role models, and mentors in the software industry.
• A commitment to sustainability with initiatives such as our Environmental, Social, and Governance strategy.
• A safe and inclusive working environment supported by our Employee Resource Groups.