Customer Experience Operations Manager

December 20

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Aptem

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Onboarding • Enrolment • Learner assessment • Manage commercial training & CPD courses • EdTech

51 - 200 employees

Founded 2009

📚 Education

🤖 Artificial Intelligence

☁️ SaaS

Description

• As a Customer Experience (CX) Operations Manager, you’ll play a key role in ensuring the smooth and effective operation of Aptem’s post-sales teams. • Reporting to the VP Customer Experience, you’ll work closely with department heads across Implementation, Customer Success, and Support. • Drive continual improvement in the performance of customer-facing teams at Aptem. • The CX Operations Manager plays a vital role in the success of Aptem’s customers and the efficiency of the teams that ensure their success.

Requirements

• Proven background within a related role, ideally within the SaaS or EdTech sectors, with a strong focus on improving processes and CRM management • A naturally curious mind that doesn't take things at face value, with an ability to push back or dig deeper as appropriate • Project Management: An experienced project manager, preferably holding project management certification • Strong negotiation and influencing skills, with the ability to interact and manage stakeholders at all levels • CRM System Knowledge: Strong technical knowledge of CRM systems, with demonstrable experience in their administration and/or configuration. Experience with Planhat and/or Zendesk is preferable. • Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment • Analytical abilities: Excellent analytical skills, with a focus on data-driven decision making. Able to identify patterns in data and translate these into actionable insights • Customer-centric mindset • Excellent written and verbal communication skills; an ability to clearly articulate complex ideas • Excellent problem solving skills • Highly organised; able to manage own workload and time, and work independently

Benefits

• 27 days holiday allowance plus bank holidays, with an additional day off on your birthday! • Option to take up to 1 day of paid volunteering leave every year. • Half a day off at the end of the working week during July and August. • Option to purchase up to 5 days of additional leave. • Company pension scheme. • Life insurance. • Private health insurance with Aviva. • Discounted gym membership. • Retail and other discounts. • Employee Assistance Programme. • Learning and development budget. • Regular paid social events throughout the year.