Customer Success Operations Specialist (Xico) (Tejupilco de Hidalgo)

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform—uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management, event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise‑ready solutions.

What You'll Be Doing:

• Grow and drive the effectiveness and efficiency of retention, adoption, and success programs at scale to deliver exceptional value to our customers.
• Build upon and design additional scalable processes within our customer success software, project management, and support ticketing systems.
• Reduce friction in existing processes, iterate, and expand the existing programs.
• Support customer‑facing team members with administrative details, operational processes, project plans, tools and reports that help our team scale effectively and efficiently.
• Design and launch processes, workflows, and automations that drive internal efficiencies, uplevel the effectiveness of our Customer Success Group, and deliver greater value to our customers.
• Work closely with the Customer Operations team to proactively identify challenges that require operational solutions.
• Interface with internal Operations and Development teams to surface Customer Success requirements and collaborate cross‑functionally to design and implement solutions.
• Develop and maintain customer success process documentation, including playbooks, best practices, and case studies.
• Create and manage a department SharePoint or other central intranet page to store process documentation, enablement calendars, and internal communications.
• Perform additional communications and operations tasks as required.

What You Bring

• 2+ years of experience in sales operations, customer success, customer support, sales operations, and/or marketing automation/operations preferred.
• CRM systems expertise, with Salesforce and Gainsight being a plus.
• A solid grasp of process management concepts and Agile experience.
• Must be data‑driven and operations‑minded.
• Experience working in the SaaS industry is highly preferred.
• Desire to work in a fast‑paced and high‑growth environment; you find no job too big or too small and are comfortable with ambiguity and change.
• Self‑driven and independent work style, taking high degree of ownership over work.
• Ability to quickly adapt and grow based on business needs and prioritize appropriately.
• Detail‑oriented and able to efficiently prioritize tasks.
• Self‑motivated and able to work independently while also collaborating effectively with internal teams.

Perks & Benefits We Offer

• Our hybrid teams bring together top talent from Mexico, the US, and around the globe.
• Work from prime office spaces in the Reforma area of Mexico City.
• Enjoy comprehensive benefits with excellent medical, dental, vision, and life insurance coverage for you and your family.
• Annual wellness programs with reimbursements, company‑wide wellness days, and volunteer opportunities.
• Additional perks and allowances, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance.
• LinkedIn Learning License to access self‑paced learning opportunities.
• Versatile time off policy with no limit on the number of days off.
• Part of a mission‑driven team dedicated to making a difference in healthcare.