Senior Customer Success Operations Manager

You Will

• Own the customer lifecycle from the CS perspective, handling all system integrations and data points throughout the customer’s lifetime.
• Develop and maintain sales analytics reports and dashboards to provide actionable insights that support data-driven decision-making for the CS team.
• Identify and implement new processes and improvement opportunities to maximize CS manager productivity and quality.
• Play a key role in the headcount, quota, and territory planning process both quarterly and annually.
• Proactively monitor the quality and data integrity of supporting sales data and highlight improvement opportunities.
• Summarize analyses and effectively communicate findings on key trends, insights, and implications.
• Actively drive, organize, and participate in key enhancements to optimize lead and opportunity processes.
• Support ad hoc analytics and develop new reporting tools stemming from multiple data sources.
• Manage assigned projects to drive increased operational efficiency within the CS organization and sales operations.
• Train teams on how to use our tools most effectively; subsequently collaborating with them on ideas and enhancements to our tools and overall CMS processes.
• Be the anchor and strategic mind behind tooling implementations, training, and use of CS technology platforms to meet business objectives, manage processes, and produce metrics, reporting and documentation.
  
  

You Must Have

• 3+ years of experience preferably working within CS operations or sales operations
• Strong attention to detail and commitment to delivering high-quality work products
• A strong desire to get things done and demonstrate urgency with small and big initiatives
• Excellent interpersonal and diplomacy skills; ability to build strong professional relationships at all levels and cross functionally, and effectively manage differences of opinion
• Strong written and verbal communication skills in English
• Experience with implementing or managing CSM tools (f.ex. Gainsight, Planhat, Vitally, Churnzero, Totango)