Global Senior Manager - Customer Operations

November 27, 2024

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Cin7

WebsiteLinkedInAll Job Openings

Inventory Management • Point of Sale • Multi-Channel • Wholesale B2B • Warehouse Management

201 - 500 employees

Founded 2014

☁️ SaaS

🛍️ eCommerce

🏪 Marketplace

💰 Private Equity Round on 2019-09

Description

• Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers connect and simplify their operations, keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world. • Cin7 is expanding very quickly with a mission to empower product sellers to thrive by making selling as easy as buying. We are committed to this mission to become the leading Inventory Management Software brand in the world. • Serving over 8,000 customers globally, processing more than 125 million orders per year, and supporting over $35B of Gross Merchandise Value, Cin7 has been rated best overall in inventory management software in 2024 by Forbes Advisor. • As the Global Senior Manager of Customer Operations, you will report to the Global VP, of Business Operations and be responsible for the tools, processes, and metrics for Cin7’s Post Sale Teams, including Customer Success and Customer Support. • You will lead initiatives to improve the effectiveness and efficiency of our Success and Support teams and the overall customer experience, and you'll own the technology stack for the department and collaborate cross-functionally (e.g. Sales, Onboarding) to ensure a seamless flow of information. • You will also provide governance for our data and KPIs and inform departmental and business strategy. This is an ideal role for a strategic and analytical individual seeking to make an impact who enjoys being hands-on but can also effectively lead and coordinate the work of others. • The ideal candidate in this role is someone who can set the strategic vision for our customer operations function and is comfortable rolling up their sleeves to get things done.

Requirements

• Minimum 10 years of relevant experience: Operations, Support and/or Success functional experience in a SaaS environment • Strong business acumen, analytical and problem-solving skills; a process orientation and an innovative mindset • Outstanding organizational skills; ability to prioritize effectively and collaborate cross-functionally • Great communication skills and ability to develop and foster relationships • 3-5 years of Salesforce.com, Zendesk, or ChurnZero administration experience; SFDC certification is a bonus, but not required. • Minimum 1 Year Experience working with Zendesk and ChurnZero • A passion for numbers and data. You should be comfortable with manipulating data in Excel/Google Sheets, using BI tools (DOMO/PowerBI preferred), and developing dashboards for cross-functional stakeholders. SQL knowledge is nice to have but not required. • Ability to communicate clearly and concisely with cross-functional stakeholders across various levels of expertise and seniority levels, leveraging the right communication channels (e.g. phone, email, slack) at the right times. • A process-oriented approach to workflow. You can leverage project management software to ensure the seamless end-to-end execution of projects and programs. • Solution-oriented mindset. If there’s a broken process or missing information, your first instinct is always to fix the issue and your second is to figure out how to prevent it from happening again in future. • Obsessive attention to detail. Every aspect of a project is a manageable size to matter.

Benefits

• Competitive benefits include medical, dental, vision, and a 401k company match program. • A flexible PTO policy allowing you the time you need to recharge. • A diverse team, where everyone helps each other and inclusion is a core value. • Remote work flexibility allows you to maintain a work-life balance in a way that suits your needs. • Frequent company-sponsored events so you can get to know your coworkers.