The CS Operations Manager will play a crucial role in driving efficiencies and developing robust processes within the CS organization. This position requires a strategic thinker with a deep understanding of business operations and a strong commitment to continuous improvement. The ideal candidate will have a proven track record in streamlining operations, enhancing productivity, and ensuring operational excellence.
What you'll do:
Customer Journey Management:
Map, analyze, and continuously improve various stages of the customer journey.
Develop and implement lifecycle processes, policies, and metrics that support customer success and drive business growth.
Define and optimize customer touchpoints throughout the customer lifecycle.
Curate content and create playbooks to enable the team to deliver consistent and efficient customer outcomes.
Operational Efficiency:
Develop and execute strategies to enhance operational efficiency.
Monitor key performance indicators (KPIs) and adjust processes as needed to achieve company goals.
Identify and implement opportunities for cost savings and process improvements.
Process Development and Improvement:
Design, develop, and refine operational procedures to ensure optimal productivity and scalability.
Collaborate with cross-functional teams to integrate new processes that align with and support the company's business strategy.
Utilize data-driven methods to identify, analyze, and resolve bottlenecks and inefficiencies in operations.
Technology Integration:
Leverage AI, automation, and other technological advancements to streamline and enhance operational processes.
Stay informed about industry trends and emerging technologies, incorporating relevant innovations into the business.
Drive the adoption of new tools and technologies that improve the efficiency and effectiveness of the Customer Success team.
Reporting and Analysis:
Prepare and present detailed operational reports and insights to senior management.
Use data and analytics to inform decisions, develop strategies, and drive continuous improvement.
Conduct regular audits to assess the effectiveness and efficiency of processes, recommending improvements where necessary.
Requirements: Bachelor's degree in Industrial Engineering and Management or a degree in Economics or a related field (or equivalent experience)
3-5 years of experience in a CS operation / customer success role
Proven track record of increasing renewal rates and driving customer retention
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments
Experience with data analysis and reporting tools
Bonus Points:
SQL proficiency
This position is open to all candidates.