Customer Success Ops Manager

1 month ago


Manila, National Capital Region, Philippines REALPAGE (PHILIPPINES), INC. Full time

Job Summary:

In this role, you will be a hands-on leader enhancing the efficiency and effectiveness of our customer success operations by leveraging data analytics, process optimization, and technology solutions. You will work closely with cross-functional teams to drive continuous improvement initiatives and ensure our customers receive exceptional service and value.

PRIMARY RESPONSIBILITIES

People:


• Recruit, train and mentor team members

• Develop and implement policies and procedures

• Monitor and evaluate operational performance and recommend improvements

Data Analysis and Reporting:


• Develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics related to customer success

• Provide regular reports and analysis to internal stakeholders, including senior management, to inform decision-making and strategy development

Process Optimization:


• Evaluate current customer success processes and workflows to identify areas for improvement

• Design and implement streamlined processes and automation solutions to enhance efficiency and scalability

• Collaborate with cross-functional teams, including Customer Success, Sales, Product, and other Revenue Operations functions to implement process improvements and ensure alignment with business objectives

Technology Enablement:


• Identify opportunities to leverage technology solutions, including CRM systems and customer success platforms, to enhance operational effectiveness

• Work with IT and other relevant teams to implement and optimize technology tools to support customer success operations

• Provide training and support to internal teams on the use of technology tools and systems


REQUIRED KNOWLEDGE/SKILLS/ABILITIES:



• 5+ years in a leadership role managing a team of 5+

• 5+ years of professional experience in an advanced analytics or operations analytics role

• Excellent communication and interpersonal skills

• Strong analytical skills with proficiency in data analysis and reporting tools (Power BI preferred)

• Experience with CRM systems (Salesforce preferred) and customer success platforms (Totango preferred)

• Experience with APIs and Automation platforms (PowerAutomate preferred)

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels

• Detail-oriented with a strong focus on accuracy and quality

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively

• Passion for customer success and a commitment to delivering exceptional service


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