Staff Customer Success Operations Specialist

• Strong business acumen: Ability to understand and align with Helixs strategic priorities, including utilisation, margin, and time to start.
• Drive process improvement: Proactively identify inefficiencies and propose solutions that enhance operational excellence.
• Initiative & AI adoption: Demonstrate initiative by proactively identifying opportunities to leverage AI and automation for smarter resource management, process optimisation, and reporting. Champion the adoption of new technologies and drive continuous improvement across the team.
• Growth mindset: Embrace challenges, learn from setbacks, and continuously seek improvement.
• Collaboration: Build strong relationships across teams (Sales, PMO, Legal, Partner Success, Delivery) and act as a connector.
• Reliability & Accountability: Deliver consistently, take ownership of work and its impact, and uphold confidentiality and compliance.
• Knowledge of enterprise tools: Demonstrated experience with tools such as Salesforce and Certinia, and the ability to quickly learn and apply new systems as required.
• Innovation: Actively explore and propose new ways of working, including piloting and evaluating emerging tools and technologies to drive smarter, more efficient processes.

• Staffing & Resource Support
  • oResource Management for GSD globally
  • oProvide Geo support (Nelson/Sean) based on business priorities.
  • oMaintain and optimise resource request templates, ensuring accurate skills and hours mapping.
  • oSupport forecasting and capacity/demand visibility by ensuring early and accurate data entry.
• CSP Governance & Reporting
  • oRaise WebReqs and process EPOs for vendor signature.
  • oOwn CSP-related reporting: utilisation summaries, CSP spend tracking, and skills management.
• Clearance & Compliance
  • oManage clearances tracking and reporting on gaps.
  • oCoordinate with PMs and RMs to ensure readiness and compliance.
• Delivery & Project Reporting
  • oTrack and report on project Go-Lives, delivery milestones etc
  • oWeekly reporting on project status updates for Forecast cadence.

Strategic & Cross-Functional Contributions

• Enablement & Process Optimisation
  • oMaintain and evolve the Helix RMO Wiki and process documentation.
  • oSupport RM and PM training sessions with real-life use cases and updated materials.
  • oCollaborate on Certinia process mapping and optimisation.
• Automation & Systems
  • oWork with PreSales Desk and automation leads to improve resource request workflows.
  • oEnsure templates and systems reflect current business needs and skill taxonomies.
• Leadership Support
• oProvide ad hoc reporting and insights to support Elaine, Shona, Renato, and Nuria.