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Customer Operations Manager - Remote (Spain)

ForceManager is the sales CRM for teams that are constantly on the move: they work with hybrid sales and report their sales activities from the road, in the office or at home.

What makes ForceManager successful is that it makes life much easier for sales managers and sales reps. It is intuitive and easy to use, has integrated geolocation, Artificial Intelligence, and high user adoption rates.

We are headquartered in Barcelona, Spain, but our team is international, and we all work remotely. With more than 100 employees, we can proudly say that we have more than 1500 customers worldwide.

ForceManager is looking for a Customer Operations Manager to join its Customer Office team, which includes Customer Success, Professional Services and Support teams. As a Customer Operation Manager, your main mission will be ensuring the team has the tools, processes, and data necessary to achieve business objectives, including the following responsibilities:

Develop and administer reports, dashboards, and analytics to track key performance indicators, drive operational efficiencies, and support data-based decision-making.

Support reporting needed by the executive team to reflect activities and metrics.

Track leading indicators: retention, renewals management, adoption, utilization, customer sentiment, and survey results (for Customer Success); project status, time to delivery, team utilization, project cost control, backlog and quality (for Professional Services); open tickets, response time, resolution time and customer satisfaction (for Support).

Provide insight and recommendations based on leading indicators.

Develop a deep knowledge of the team’s platforms to assist with implementation and overall platform management, including implementation of automation and adding data and product telemetry to drive scale and improved performance (Totango, Teamwork, Power BI and Zendesk).

Work with internal IT and data administration teams to ensure availability and accuracy of customer data.

Define scalable processes for 1:many communications, and work with cross-functional Customer Office teams to develop a tech-touch model to synchronize with touchpoints to facilitate digital enablement and drive desired customer outcomes.

Document and adapt all processes to keep pace with evolving customer journeys, automation, and internal workflows

Serve as the internal point of contact for the Customer Office tech stack, processes, and ongoing projects.

Required skills:

2 years of work experience in Customer Success Operations, Sales Operations, Revenue Operations, or 3 years of work experience in business and process consultancy.

Excel power user. Previous experience with Power BI or any other business intelligence tools will be highly valued as well as admin experience in any Customer Success, Project Management or Support software (i.e. Gainsight, ChurnZero, Planthat, Totango, Catalyst, TeamWork, Jira, Zendesk, Freshdesk).

Experience as an end-user of a CRM or customer support system.

Understanding of data structures, data modeling, and database management.

Very strong analytical skills – breakdown a problem into primary components; essential requirements, timelines, sequences, and implications.

Positive mentality and desire to collaborate with others, team-oriented, and comfortable managing cross-functional projects.

You thrive in a startup environment, where you are resilient, comfortable navigating conflicting priorities and managing ambiguity in a fast-paced setting.