Operational Excellence Manager

2 weeks ago

Porac, Philippines beBeeCustomerSuccess Full time $100,000 - $125,000

We're seeking a seasoned professional to oversee the operational aspects of customer success. This pivotal role will shape how our teams deliver value and scale with growth.

Key Responsibilities
  • Design and Optimize Customer Health Tracking: Develop workflows that support customer-facing teams, ensuring seamless execution and scalability.
  • Standardize Playbooks and Processes: Establish standardized playbooks, renewal processes, health scoring models, and customer journey maps to drive efficiency and consistency.
  • Manage CS Tech Stack: Oversee Gainsight and Salesforce administration for the customer success organization, managing integrations between these systems and other relevant tools.
  • Drive Automation and Efficiency: Implement automation to reduce manual work and improve efficiency, building reporting dashboards for leadership to track key performance indicators.
  • Analytical Insights: Provide data-driven insights to drive customer outcomes and operational efficiency, conducting root cause analysis on churn or support bottlenecks and proposing solutions.
Requirements
  • Data-Driven Decision Making: A strong analytical mindset with the ability to turn data into actionable insights is essential for this role.
  • SaaS/Subscription Models Expertise: Experience working with SaaS / subscription business models is necessary.
  • Customer Success Expertise: 5+ years of experience in customer success, revenue operations, or related operations roles, with exposure to renewal forecasting and customer revenue operations.
  • Technical Skills: Proficiency in Gainsight administration (health scoring, rules engine, journeys, CTAs, dashboards) and strong Salesforce skills (reports, dashboards, workflows, object customization) are required, with Zendesk being a plus.

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