Customer Operations Specialist

Overview

Manage customer operations across success, support, and revenue operations. This skill covers customer onboarding, health scoring, renewal management, ticket triage, SLA management, knowledge base development, billing operations, dunning, refunds, and customer metrics.

Features

• Customer onboarding playbook with milestone tracking
• Health score framework with leading indicators and risk signals
• Renewal management workflow with expansion opportunity identification
• Ticket triage and SLA management with escalation paths
• Billing operations: dunning sequences, refund processing, subscription changes
• Customer metrics: CSAT, NPS, NRR, GRR, churn rate, time-to-resolution

Usage