Customer Success Operations Manager

 

Description:

What will you do?

We are seeking a highly motivated and experienced Customer Success Operations Manager to join our fast-growing team. As a key member of our CS Operations team, you will be responsible for overseeing and managing cross-functional projects E2E—from discovery to implementation.

In addition, you will play a crucial role in designing and optimising our customer success processes. You will work closely with stakeholders across the CS department to identify and translate business needs into effective and scalable solutions.

Ideal candidates will combine technical and system analysis skills with business application experience, an understanding of business processes and a customer-facing approach, and, most importantly, the ability to turn vision into reality.

If you are passionate about business process optimisation, have experience working with Salesforce, possess strong technical and system analysis skills, and have a proven track record of managing cross-functional projects, we would love to hear from you!

Your Day-to-day Responsibilities Will Include
 

  • Plan, design and manage cross-functional projects E2E, ensuring successful delivery.
  • Own CS (customer success) business processes - drive for process optimization, automation, and continuous improvement initiatives. Identifying opportunities for efficiency and innovation within our systems and processes.
  • Implementing processes and frameworks related to our SMB clients.
  • Setting up automated messaging through the use of CS and marketing tools
  • Building dashboards/reports to track key metrics.
  • Management of software facilitates CSM Ops activities and improves efficiency.
  • Implement automated playbooks and milestones to scale tech touch customer base.
  • Coordinate build cross-functional processes (with Product, Engineering, Support, Services, and Sales) to support the team in meeting renewal, upsell targets, and deliver on customers’ needs!
  • Translate business requirements/needs to detailed design docs across all layers: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.

Organization HiBob
Industry Operations Jobs
Occupational Category Customer Success Operations Manager
Job Location London,UK
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Experienced Professional
Experience 3 Years
Posted at 2024-07-07 6:53 pm
Expires on 2024-12-19