We are scouting for Customer Success Operations Manager for one of our software product clients.

Role

We are hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP (or Director) of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

- Strong reporting and analytical skills

- 2-4 years in an operations role with a focus on Customer Success or similar function at an Enterprise/ B2B SAAS company

- Passion for designing processes that scale

- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

- Understand (and enjoy) operational processes and efficiency

- Enjoys - getting their hands dirty- by digging into complex operations

- Takes high degree of ownership over their work

- Clear communicator with professional presence

- Strong listening skills; open to input from other team members and departments

- Ability to lead through influence

- Location at Noida

(Customer Success background is not a must have, candidates with experience in Support operations management/ Revenue operations management / PMO with SAAS companies can be considered too)

Preferred:

- Previous experience in similar role

- Experience with Customer Relationship Management Software

- Experience with Support platforms

- Understanding of Key Performance Indicators (KPIs) for Customer Success - Data analytics, business intelligence, and reporting skills

- Strong Excel / Sheets skills

- Exposure to Logistics/ Retail/ Manufacturing industries

- Exposure to EMEA / APAC Market

KRA:

1. Data Processing

Reporting: Report to executives and the board on past results, renewals and upsell forecasts, e.g. through dashboards and presentations

Analysis: Track leading indicators of renewals & upsell, and analyse them to understand what is going well and what's not

Alerts: Monitor and inform against upcoming renewals, changes in adoption, usage

EBR: Facilitate CSMs in creation of EBR documents

Processes:

Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and NPS

External Communications: Coordinate with Communications leads to synchronize email outreaches with CSM touch points

NPS: Run NPS program for clients along with VP CSM and Marketing team

Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation

Opportunity Management:

- Identify top candidates for upsell

- Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers- needs, including processes for CSMs to.

- Relay customer feedback to the Product team

- Align with the Support team on resolution of major cases and report bugs to the Engineering team

- Provide feedback to Sales on the readiness of our customers

- Help the Onboarding team overcome any delays in implementation

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.