Sr/ Customer Success Operations Manager

Job PurposeThe Senior CS Operations Manager is responsible for driving the operational efficiency and effectiveness of our CS organization. This role will be responsible for developing, implementing, and optimizing processes, tools, and metrics to enhance customer satisfaction, retention, and growth. The role will act as a strategic partner to CS leadership, ensuring that the team has the necessary resources and partner with the organization to deliver against key initiatives and programs using project management methodologies.Responsibilities & AccountabilitiesOperational ExcellenceDevelop and standardize CS processes to ensure consistency and scalabilityIdentify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growthCreate and maintain documentation across CSOps and contribute to broader initiativesStrategic InitiativesLead strategic initiatives and programs using project management methodologies to improve customer retention, satisfaction, and overall successPartner with Analytics to develop and track KPIs to measure the effectiveness of customer success effortsReport on performance metrics to leadership and provide recommendations for improvementData Management and AnalysisPartner with Analytics to manage and analyze customer data to provide actionable insights and support decision-makingDevelop and maintain dashboards and reports to monitor key performance metricsTool and System ManagementSupport the selection, implementation, and management of CS tools (e.g. Gainsight) and technologiesEnsure seamless integration of tools with other systems (e.g. Salesforce, support systems)Support Staff CSOps Manager on delivery of Gainsight roadmap and milestone managementSupport successful delivery of CSOps workflow via project management software (e.g. Asana)Cross-Functional CollaborationPartner with Sales, Product, Marketing, and RevOps to ensure alignment on CS initiativesFacilitate communication and coordination between teams to address business needs and challengesCase ManagementTriage, manage and complete cases in GTM case workflowProvide guidance and oversight to CSOps AnalystTraining and SupportPartner with Enablement on training and support to the CS team on tools, processes, and best practicesSupport execution of the Enablement calendarPerformance MeasurementsSuccessful delivery of declared strategic initiatives and programsEffective collaboration with other departments, as evidenced by successful joint initiatives and feedback from stakeholdersConsistency in following standardized processes and adoption of best practices across the teamAccuracy and relevance of data and insights provided to the CS team and leadershipEffective guidance to CSOps Analyst, as evidenced by feedbackSLA adherence on GTM cases and increased productivity of the CS teamEducational & Experience RequirementsBachelor's degree in business, Operations Management, or a related field3+ years' experience in CS Operations or a similar role in a B2B SaaS companyProven track record of managing and optimizing CS processes and toolsDemonstrated ability to drive strategic initiatives and programsProficiency with CS tools and technologies (e.g. Gainsight). Admin experience or desire to develop experienceExperience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau)Competencies & BehaviorsPossesses an understanding of 6sense operations and how CS plays a roleStrong analytical and problem-solving skills with the ability to translate data into actionable insightsFlexibility and willingness to adapt to changing priorities and new responsibilitiesProactive self-starter, identifying opportunities for improvement and driving initiatives forwardAbility to maintain and optimize efficient processes with high level of accuracy and attention to detailEffective clear and concise communication style geared toward navigating fast-paced environmentProven ability to work collaboratively with cross-functional teams and build strong relationships#J-18808-LjbffrOriginal job Sr/ Customer Success Operations Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.