Customer Success Operations Manager
Job Description
About Our Client
This organization is a pioneering HCM (Human Capital Management) platform tailored for the $2 trillion construction industry. The platform simplifies construction workforce management, payroll, HR, and expense management, empowering contractors of all sizes to focus on expanding their businesses. The company is experiencing rapid growth and is supported by prominent venture capital firms.
About The Role
In the Customer Success Operations team, the individual in this role will be tasked with developing and executing strategies aimed at enhancing customer experience, with an emphasis on reporting, as well as implementing self-serve and automated solutions for clients. The role involves owning and managing projects from inception to completion, providing preliminary blueprints, updates, and sharing outcomes. Collaboration with various teams will be necessary to optimize processes, analyze data, and foster continuous improvement.
Responsibilities
– Analyze and enhance reporting across Launch, Customer Success, and Support teams; ensure ongoing maintenance and improvement.
– Assess and select vendors for internal and external software/tools to drive operational efficiency.
– Design and implement in-product self-serve guides and tech-touch customer success solutions.
– Develop and refine customer health models.
– Propose and execute experiments to enhance metrics across Launch, Customer Success, and Support.
– Collaborate with product teams to shape the roadmap based on customer feedback and data analysis.
Qualifications
– 2+ years of experience in B2B revenue operations, ideally within SaaS or enterprise software sectors.
– Strong analytical and problem-solving skills.
– Proficient in integrating and analyzing data from various sources, employing coding skills (e.g., SQL, Python) or utilizing data connectors.
– Excellent business acumen and product instincts.
– Proven ambition and drive for achieving results.
– Exceptional organizational abilities, with a proficiency in prioritizing and executing tasks promptly.
– Outstanding interpersonal and collaboration skills.
– Excellent written and verbal communication skills.
Benefits
– **Competitive Compensation:** The organization offers market-leading salaries and commission structures.
– **Medical Insurance:** Comprehensive healthcare plans designed to meet the needs of employees and their families.
– **Dental & Vision Insurance:** Coverage that addresses all essential dental and vision needs.
– **401(k) Retirement Plan:** Matched contributions to support future financial planning.
– **Stock Options:** An opportunity to participate in the company’s success through equity.
– **Unlimited PTO:** Freedom to take time off as needed to recharge and perform at your best.
– **Parental Leave:** Generous 16-week paid leave for all parents, including those adopting or fostering.
Community and Culture
– **Team Events:** Semi-annual company-wide offsites, team offsites, and monthly team-building activities to strengthen connections.
– **Celebrations:** Acknowledging birthdays, work anniversaries, and significant milestones with personalized surprises.
Perks and Extras
– **Office Perks:** In-office employees can enjoy complimentary snacks, coffee, and a collaborative work environment.
– **Commuter Benefits:** Pre-tax options available for commuting and parking expenses.