Descriptif du poste

The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and analytical problem-solver, this person will be responsible for optimizing business forecasting, region-wide Customer Success meetings, strategic program roll-outs, and change management.

What you’ll do

Support the VP of Customer Success, Mid-Market by owning day-to-day processes and an overview of the end-to-end Mid-Market customer experience

Own quarterly forecasting for the Mid-Market portfolio, partnering with Business Insights, Sales, Finance, and Sales Operations for accurate reporting

Drive and support content and Q&A coordination for regional QBRs and All-Hands

Monitor execution of the commission plans, including commission questions and exception request approvals with leadership

Regularly track KPIs against organizational business goals

Own quarterly Churn and Downsell analysis for Mid-Market, with trend summaries, strategies, and deliverables for churn prevention strategy

Collaborate with the BI team to provide accurate and on-point business data and analysis to support leaders in their decision-making and team management

Oversee and drive strategic program, process and systems rollouts in Mid-Market through a designed framework for scale

Help monitor documentation for Customer Success systems and processes

Coordinate cross-functional processes that help drive renewal and upsell targets

What you’ll need to succeed

3+ years in Customer Success or Revenue Operations

Experience working with Commercial or Mid-Market customers at scale

Excellence in data management and systems usage

Team player attitude and a global mindset

Dedicated and relentless project leadership and execution

Excel/Google Sheet experience and an aptitude for learning new systems

Strong collaborative skills and the ability to influence peers and management

Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situations

Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner

Takes a high degree of ownership over their work

To be data-driven, curious, and deeply passionate about Customer Success

Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically

Have a customer-centric mindset and understand the end goal is to retain and grow our customer base

Able to drive change management and develop methods to measure and systemize KPIs

This is a demanding role that requires strong priority management and interpersonal skills

Customer Success Operations Manager

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Organisez votre recherche d’emploi

Devenez Monteur Vidéo Freelance

Descriptif du poste

What you’ll do

What you’ll need to succeed

5 autres jobs qui pourrait t'intéresser:

Mon top 5 du matériel pour télétravailler

Obtiens 10x plus d'entretiens d'embauche grâce à l'automatisation des candidatures avec l'IA

Customer Success Operations Manager

Trouvez votre job remote

Organisez votre recherche d’emploi

Devenez Monteur Vidéo Freelance

Description

Descriptif du poste

What you’ll do

What you’ll need to succeed

5 autres jobs qui pourrait t'intéresser:

Mon top 5 du matériel pour télétravailler

Obtiens 10x plus d'entretiens d'embauche grâce à l'automatisation des candidatures avec l'IA