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Description

Key Responsibilities

• This role will be responsible for the success of all teams that handle operational customer activities including Renewals, Sales Order Processing and Credit Control
• You will need to manage resource effectively across these teams to ensure all business-critical tasks are always covered.
• Handle recruitment and a team growth strategy that takes in to account business and process efficiencies as the business scales
• As well as being line manager for the Customer Ops teams analysts willing to dig into complex problems and become an expert in Customer operations at every level
• Report to leaders and executives on results, forecasts, and trends with insights and analysis through dashboards, presentations, and data models
• Driving accountability and alignment across functions to deliver against key strategic initiatives

• Mapping the end-to-end lifecycle of our customers so we can give the best experience possible at every stage.
• A key part of this role will be to document and circulate all customer process to the wider business. Some example processes would be – cancellation process, customer handover process, payment chasing.
• As well as the Customer Operations processes this role will help shape and optimise Customer Success and Support processes to ensure the entire customer journey sings with efficiency and gives a great experience.
• Establish and manage policies, procedures and reporting and drive operational results across the Customer Success team.
• Develop recommendations for new business processes and initiatives to support improvements in Customer Operations
• Translate business initiatives into actionable objectives for Customer Success operations by developing, coordinating, and implementing a plan then measuring the overall impact and success
• Partner with cross-functional teams on business initiatives that impact systems, reporting, policies, and process improvements.

• Ability to pull data points and analyses together to influence leaders and provide strategic recommendations.
• Have the grit to dig in to the business data siloes to pull together the key customer data points and calculations in to one place (Currently Salesforce)
• Utilise predictive analytics to provide trends and insights around retention, churn, renewal linearity, and propensity to buy.
• To be successful, the Manager, Customer Success Operations will have demonstrable experience in analyses, reporting and processes - retention, renewal processes, compensation, performance, renewal trends, churn, and forecasting.
• Researching and Implementing Tools / Software to support the Success team
• Building and Maintaining Reports and Dashboards to track team metrics
• Forecasting capacity planning, workload and CSM needs
• Communicating with other departments around Customer Success planning and goals
• Measure our success by building reports and dashboards, leveraging Salesforce.com, our Data Warehouse, and dedicated Business Intelligence tools.
• Providing all necessary reports, assisting management in goal setting and promoting company growth and anticipating and forecasting trends and patterns of the company and marketplace

• Using our data and analytics we will share upsell and churn analysis with our channel network to further increase our net retention.
• Keep our channel customer data clean and accurate and make sure we can see the full channel customer journey through our internal platforms.
• Roll out any new processes we’ve found effective with direct customers to our channel customers.
• Formalise our channel customer processes across all teams.

Skills, Knowledge and Expertise

• BA/BS or equivalent experience
• 5+ years of related experience focused on using data to uncover insights that drive action within the Operations function
• Proven ability to coach, mentor, and develop individual contributors
• Experience across multiple operations functional areas: Sales, Services, Customer Success
• Background in SaaS or a recurring customer subscription model company
• Experience using Customer Success Software, CRM Software and BI Tools
• Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
• Demonstrated ability to roll-up sleeves and work with team members in a hands-on management capacity
• Interprets business issues and recommends best practices and innovative solutions
• Communication skills and an ability to partner effectively across the organization from the individual contributor to executive leadership level
• Ability to work under tight deadlines and prioritize multiple deliverables and responsibilities, while also leading or leveraging cross-functional teams, to deliver projects on time
• Experience leading the ideation, planning, and implementation of business processes to enable more effective operations
• High standards of accuracy and precision
• Ability to think creatively and problem solve; highly-driven and self-motivated
• Ability to use dashboards to drive performance measures, maximise company growth and asset development
• Possess strong leadership and communication skills for training and motivating teams, creating the vision for the future of the company
• Be process driven and be able to work at a fast paced in a changing environment

Benefits

• Join a fast-growing SaaS company
• Work in an exciting, collaborative environment
• Hybrid/remote working
• Casual dress code
• Flexible Schedule
• Paid Time Off

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