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Customer Success Operations Manager
Essential functions of the job include:
- Manages requested projects that result in operational efficiencies, process improvements, capability building, etc. through leading of a cross-functional team to achieve deliverables
- Sets clear objectives with project tools, develops plans, validates metrics to determine optimal action plan to achieve business targets.
- Evaluates operational processes to drive effectiveness, quality, in partnership with IT and Customer Success teams to ensure sustainability of the final product
- Identifies and brings forth opportunities for future enhancements by focusing on the entire process from beginning to end, introducing innovation into the process in efforts to drive results and support meeting business objectives and goals
- Provides implementation support that may require training delivery, process documentation updates, and/or process flow creation
- Communicates effectively, with an ability to cascade messaging in a clear, concise and timely manner, garnering stakeholder alignment and engagement throughout the process
- Familiarity with change management principles and ability to facilitate adoption through all projects and activities
Qualifications
- At least 2 years of experience in process improvement and project management
- Demonstrated analysis and problem-solving skills
- Effective communication and collaboration
- Ability to drive change management processes
- Proficiency in Excel, MS Project and Power BI
- Knowledge of Customer Success systems/tools and processes
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