Customer Success Operations Specialist

Description:
Customer Success Operations Specialist

Language:
Bilingual in English and Spanish required - written and verbal

Location:
Remote

Duration:
Contractor for 2027 up to Dec 2028, with possibility of extension

Job Overview

We are seeking a contractor to support PSBU Digital Solution business development team as the global PrevenTech customer base continues to expand.
This role will focus on fleet analytics, alert triage, customer reporting, onboarding support, and Customer Success operational processes, enabling the Customer Success Manager to focus on strategic customer engagement and executive account management.

The role will help standardize Customer Success operations while improving scalability and consistency across global customers.

Key Responsibilities

Fleet Analytics & Alert Triage

• Analyze fleet trends, recurring issues, and equipment health patterns.
• Develop fleet summaries highlighting high-risk equipment and emerging issues.
• Prepare customer-ready fleet review material to support recurring customer meetings.
• Support prioritization of customer follow-up activities based on fleet health.

Customer Reporting

• Develop standardized customer health reports and fleet performance summaries.
• Support preparation of monthly customer reports and executive presentations.
• Maintain Customer Success dashboards and KPI reporting.
• Track customer adoption and engagement metrics.

Customer Onboarding Support

• Coordinate onboarding activities for new customers and mine sites.
• Support customer setup, documentation, and onboarding checklists.
• Maintain Customer Success documentation, operating models, and process guides.
• Assist with user enablement materials and training documentation.

Customer Success Operations

• Maintain Customer Success templates, best practices, and process documentation.
• Assist in tracking customer action items and operational follow-up.
• Support internal coordination between Customer Success, CARE, Product, Engineering, and regional teams.

Customer Success Administration

• Maintain customer records, operational trackers, and program documentation.
• Assist with recurring Customer Success reporting requirements.
• Support preparation for internal governance meetings and operational reviews.
• Contribute to continuous improvement initiatives that improve Customer Success efficiency and scalability.

Enable Skills-Based Hiring No Enter Candidate Name & Agency (Leave blank if 'New Assignment') (No Value) Does this position consist of OCU related work? No, this position does not consist of OCU (union) related work Shore Options Available for this Position Onshore Only Cummins Job Type Exempt Hours per Day 8 Hours per Week 40 Total Hours 2,088.00
Please find the below Supplier Call Notes for CMI2JP00015717 - Customer Success Operations Specialist.


Key Requirements:

• Customer-facing experience is important; candidate should be able to work directly with customers to ensure customer success and demonstrate product value.
• Spanish-speaking capability is crucial/preferred. Candidate does not need to be fully fluent but should have professional-level Spanish skills to support meetings with customers across Latin America, Mexico, and Spain.
• Minimum 5 years of experience preferred, particularly with a strong technical background.
• Candidates should have a solid understanding of engines and engine systems/subsystems, including how components interact for troubleshooting.
• Strong ability to triage alerts and perform data analysis is required.
• Candidates should be able to understand raw data, analyze it, identify insights, and provide actionable recommendations.

Technical Background:

• Preferred backgrounds include engineering, service technician, technician, or other technically oriented roles.
• Engine experience does not need to be specific to automotive engines; experience with different types of engines is acceptable.
• Candidates should understand basic engine concepts and relationships between systems, such as how intake temperature, exhaust temperature, combustion, injectors, and related components can affect one another.
• A basic technical understanding is important because candidates need to understand the data and alerts they are analyzing.

Data Analysis:

• Power BI experience is preferred, particularly the ability to build dashboards using raw data extracted from a platform.
• Candidates may use Excel, including macros, or other appropriate tools; there is no strict requirement for a specific data analysis tool as long as they can produce the required results.
• SQL is an advantage but not mandatory, particularly if the candidate will use platforms such as Databricks for data analysis.
• Salesforce experience is not a key requirement for this specific role.

Role Focus:

• The position is primarily aligned with Customer Success rather than traditional IT.
• The role has an industrial/technical focus, with marketing/customer-facing aspects.
• Candidates should combine technical knowledge, data analysis, alert triaging, and customer-facing skills.
• The goal is to help customers successfully use the product, realize its value, and achieve desired outcomes.

Work Arrangement:

• 100% remote
• No travel required

Ideal Candidate Profile:
The ideal candidate will have 5+ years of technical experience, strong customer-facing and customer success capabilities, professional-level Spanish communication skills, hands-on data analysis experience, and a solid understanding of engine systems and troubleshooting. Power BI is preferred, while SQL and Salesforce are considered additional/limited-value skills for this role.

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