As a CS Operations Manager,  you will support efficiency and innovation within the Customer Success team, leveraging customer relationship management and related technology. The CS Ops Manager will be tasked with driving high-impact process and systems initiatives implemented via our tools and providing recommendations on process improvements that will scale across the entire CS team.  This position is Remote.

A Day In Your Life

  • Drive the Catalyst operational plans and platform adoption in support of Customer Success business goals and KPI’s
  • Leverage collective body of knowledge to support the design and development of solutions for key Customer Success initiatives
  • Help build and maintain best-in-class customer experience consistently throughout the customer lifecycle, at scale and across the globe
  • Create processes to support both high touch and tech touch engagement models
  • Build, implement, and manage Catalyst processes and workflows to track and monitor customer success
  • Develop and update process documentation as business requirements change
  • Drive partnerships with key stakeholders to build and implement value touchpoints along the customer journey
  • Design Catalyst dashboards, reports, and tools to enable customer journey tracking and trend analysis
  • Design, implement, and evolve Catalyst automations to improve customer outcomes, retention, expansion, renewals, risk mitigation, and customer adoption data to be used by cross-functional teams globally
  • Coordinate with business stakeholders to integrate key data points, metrics, frequency, and granularity of data to be used in Catalyst (Ex. Executive Team, Revenue Operations,
  • Provide user support and training, log requests, and follows-up on user issues to resolution in Catalyst
  • Perform data validation related to system updates and integrations
  • Identify at-risk indicators for CS organizations to trigger calls to action within Catalyst platform. Proactively identify areas for improvement and increased ease of use
  • Develop, maintain, and report out on a VOC Feedback program to collect key metrics like NPS and CSAT for milestones in the Augury Customer Journey
  • Collaborate with key Customer stakeholders for alignment and coordination of initiatives (Sales, Marketing, Implementation, and Product)

What You Bring

  • 3+ years of experience in Customer Success operations support role with strong background in process design
  • Experience with Catalyst, Zendesk, Salesforce, and Sisense
  • Understanding of common business practices and customer engagement touchpoints for customer-facing roles
  • Ability to prioritize, meet tight deadlines, and work with minimal supervision
  • Demonstrated ability to collaborate with and influence a team to drive results
  • Strong written and verbal communication skills, able to build relationships effectively cross-functionally
  • Data visualization and analytical skills to help build intuitive reporting will be critical

Perks

  • Comprehensive Medical Coverage
  • 401k plan with matching
  • Stock options
  • Paid parental leave
  • Flex PTO
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