
Operations Excellence Manager
6 days ago
The role of a Customer Success Operations Manager is to drive operational efficiency and customer outcomes through the implementation and refinement of workflows, playbooks, and reporting dashboards.
Key Responsibilities- Process Development: Define and implement processes that support Customer Success, Support, and Onboarding teams.
- Standardization: Standardize playbooks, renewal processes, health scoring models, and customer journey maps.
- System Administration: Act as the primary administrator and owner of Gainsight and Salesforce for the CS org.
- Integration Management: Manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling.
- Automation: Drive automation to reduce manual work and improve efficiency.
- Reporting: Build and maintain reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion).
- Insights and Analysis: Track KPIs and provide insights that drive customer outcomes and operational efficiency. Conduct root cause analysis on churn or support bottlenecks, and propose solutions.
- Collaboration: Partner with Sales, RevOps, Finance, and Product to align on customer metrics and handoffs.
- Support and Training: Support Customer Success Managers with tools and reporting to manage their portfolios effectively. Rollout and train teams on new processes and best practices.
This role requires a strong analytical mindset, excellent communication skills, and hands-on experience with Gainsight and Salesforce. The ideal candidate will have 5+ years of experience in Customer Success, RevOps, or related operations roles.
Requirements: Analytical mindset, Excellent communication skills, Experience with Gainsight and Salesforce, 5+ years of experience in Customer Success, RevOps, or related operations roles.
Benefits: Competitive salary, Opportunity for growth and development, Collaborative team environment.
What We Offer: A dynamic and supportive work environment, Opportunities for career advancement, Recognition and rewards for outstanding performance.
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