At Jamf, we empower people to be their best selves and do their best work. The Senior Customer Operations Manager works within the Customer Success team, serving the global needs of various customer-facing teams. The mission for our Customer Success Operations team is to empower or customer facing teams to efficiently and effectively support our customers. In this role, you will play a crucial part in enhancing the operational efficiency of our Customer Success organization by implementing strategic processes, tools, and technologies. As a you will also support the Customer Success Operations organization by managing critical projects, recommending operations efficiency, and architecting the tool data structure and data stack.

What you can expect to do in this role:

  • Operational Efficiency Improvement: Collaborate with cross-functional teams to develop and implement processes, tools, and technologies that align with departmental goals and enhance operational efficiency.
  • Tools Development: Support the development and rollout of systems and tools to improve team effectiveness and efficiency, leveraging data, automation, and telemetry to provide valuable customer insights.
  • Tools Maintenance: Maintain the tools and technologies utilized by the Customer Success teams to ensure smooth operation and optimal performance.
  • Reporting and Data Analysis: Develop and implement reports, dashboards, and data views to provide actionable insights for the Customer Success team and other stakeholders.
  • Collaboration and Documentation: Collaborate with Customer Success and cross-functional teams to document, design, and implement 1-many engagements, including email campaigns, in-app notifications, and calls to action. Additionally, contribute to technology enhancements to improve customer engagement and satisfaction.
  • Feedback Gathering: Gather and track feedback from Customer Success team members regarding necessary updates or creations of documentation, tools, and process improvements.
  • Automation Development: Utilize understanding of pre and post-sales processes and available technologies to develop automation and streamline tasks for improved efficiency.
  • Process Documentation: Create, maintain, and audit content and playbooks to enable the Customer Success organization to work more efficiently and deliver exceptional customer experiences.
  • Process and System Enhancement: Recommend process and systems enhancements, and provide guidance on best practices to continually improve operational effectiveness.
  • Process Automation and Optimization: Identify opportunities for process automation and optimization, focusing on scalability to meet the growing needs of the organization.
  • Project Management: Manage Customer Success Operations projects, overseeing their execution from initiation to completion.
  • Mentoring: Mentor and advise members of the Customer Success operations team, fostering their professional growth and development.
  • Vendor Selection and Management: Research and present new technology opportunities to stakeholders, providing insights into solutions that address organizational needs and improve operational efficiency.
  • Process Review: Measure the effectiveness of Customer Success programs, recommending enhancements to drive continuous improvement.

What we are looking for:

  • Minimum of 8 years of experience working in SaaS and/or B2B organizations. (Required)
  • Minimum of 5 years in a sales or success operations role. (Required)
  • Experience working with email automation (Required)
  • Proficiency in utilizing CRM systems, data analytics tools, and project management software. (Required)
  • Excellent communication and collaboration skills, with the ability to work effectively across teams and departments.
  • Detail-oriented with strong organizational and time management skills.
  • Strong oral and written communication skills.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs.
  • Highly motivated, self-starter, team-oriented, with strong collaboration skills.
  • Experience with Agile Development methods (Preferred)
  • Strong analytical skills with the ability to interpret data and generate actionable insights.
  • Proven ability to communicate technical topics to both technical and non-technical audiences effectively.
  • Ability and experience leading complex multi-departmental projects. (Required)

Education & Certifications:

  • 4 year/ Bachelor’s Degree in areas of Managing Information Systems, Mass Communication, or Organizational Communication (Preferred)
  • Gainsight Certification (Required)
  • A combination of relevant experience and education may be considered

Why Jamf?

  • Named a Best Workplace in Technology, 2022.
  • Named a 100 Best Companies to Work For by Great Place to Work® and Fortune Magazine.
  • We know that big ideas can come from anyone, so we empower everyone to make an impact. Our 90% employee retention rate agrees!
  • You will have the opportunity to make a real and meaningful impact for more than 70,000 global customers with the best Apple device management solution in the world.
  • We put people over profits – which is why our customers keep coming back to us.
  • Our volunteer time off allows employees to support and give back to our communities.
  • We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful.
  • 22 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes).
  • Over 100,000 Jamf Nation users, the largest online IT community in the world.
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