Customer Operations
Headcount365 · Remote (Colombia) · Customer Service
About the role
About Us:Headcount365 is used as the central software platform to manage data related to a company’s annual hiring plan. Created by ex-operators from high growth start-ups, we aim to eliminate the hundreds of spreadsheets used to manage this process through consolidated data and system integrations. The result of our work means companies can more predictably hire on-time, while providing real-time accurate financial information to the leadership team.
Role Summary:As the Customer Operations Lead, you will partner directly with our Chief Customer Officer to architect and own the entire post-sales journey. You will drive technical implementations and configurations while serving as the primary point of contact for triaging support issues and managing post-go-live hypercare. Ultimately, you are responsible for ensuring Headcount365 becomes an indispensable, high-performing part of every customer's daily workflow.
What You’ll do:
The Technical Hand-Off: Lead the transition from Sales to Go-Live. You’ll serve as the technical authority on how headcount365 integrates with complex HR tech stacks (ATS, HRIS, and ERP).
Architect Solutions: Work to map customers’ current (often messy) headcount processes into a streamlined, automated workflow within our platform.
Drive Implementation & Onboarding: Manage a project timeline for new customers, ensuring their data is mapped correctly and their team is trained to love the product and feels confident and comfortable using the system.
Proactive Account Management: Own the relationship post-onboarding. You’ll monitor account health, and identify opportunities for renewal and expansion.
Technical Support & Delight: Act as the first line of defense for technical hurdles. You’ll troubleshoot API syncs or data discrepancies with urgency and empathy, turning "problems" into "proactive saves."
Process Builder: Support creating or updating tools, templates, resources, and other artifacts used by the headcount365 team and customers.
Bridge the Gap: Act as a feokedback loop between our customers and the Product team, helping to prioritize features like advanced variance tracking and AI-driven forecasting.
Be the Expert: Serve as the technical authority on how headcount365 integrates with HR tech stacks (ATS, HRIS, and ERP).
About you:
Technically Fluent: You have experience with SaaS integrations and a solid understanding of how data flows between systems (REST APIs, webhooks, and data mapping).
The Project Manager: You have led projects from start to finish using structured methodologies with tool and templates to ensure a successful completion of a project or program.
The Problem Solver: The same problem can be solved in different ways. Critically think through problems so customers understand all impact & trade offs of proposed solutions.
Customer Obsessed: You thrive on seeing a client have an "Aha!" moment. You are organized, responsive, and driven by the goal of 100% net revenue retention (NRR).
Startup Ready: You are comfortable with ambiguity. You’re excited to help build the playbooks, documentation, and processes that the next 50 hires will use.
Requirements
3+ years of experience as a Solutions Engineer, Implementation Consultant, or Technical Account Manager in a B2B SaaS environment.
Analytical Prowess: The ability to transform raw system signals into predictive executive storytelling and real-time variance tracking.
Communication: C1 or better English skills (writing, reading, speaking). You can communicate complex technical concepts with clarity and warmth.
Project Management: Proven ability to manage multiple client implementations simultaneously without letting details slip through the cracks.
Bonus Experience & Qualifications
Domain Knowledgeable: Experience in the HR Tech or Fintech space (ATS, HRIS, or FP&A tools) is a massive plus. If you know the difference between a "requisition" and a "position," you’re already ahead.
Advanced Technical Skills: Experience with API management, webhook triggers, and the deployment of AI/LLM tools within a corporate environment.
Originally posted on Himalayas