Customer Success Operations Manager

Yesterday

Apply Now

Receive Emails with Similar Jobs

Gladly

WebsiteLinkedInAll Job Openings

Customer Service Platform • Saas • customer service • customer experience • omnichannel

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

Description

• About Gladly: Gladly is the only customer service software built around people, not tickets. • This candidate will report to the Director of Revenue Operations, and will support all the post-sales Customer Success Teams. • The Customer Operations Manager will work with Customer Success Leadership to identify and build processes and reporting for the CS team. • A successful candidate will be able to quickly gain an understanding of the Gladly systems, customer use cases, and overall technology platform. • Develop and consistently evolve a standardized customer journey, tailored to Gladly’s core customer segments. • Create and maintain operational reports and dashboards to monitor key customer success metrics. • Partner with Product Marketing on the development and ongoing management of the Voice of the Customer program. • Support Customer Success Managers with troubleshooting, individualized help, and 1:many process and systems training. • Continuous improvement of processes and tools to build better experiences for customers and team members.

Requirements

• 3-5 years in a revenue operations role in a fast-paced software startup; bonus points for prior experience in training & enablement or a Customer Success organization • Experience initiating organization-wide change leveraging Salesforce, business intelligence systems, training, and cross-functional influence • Systems thinker with the ability to see around corners, develop scalable solutions, and iterate quickly • Excellent written and verbal communication skills, seamlessly aligning Exec-level leadership, mid-level managers, and individual contributors • Passion and ability to continuously improve upon current processes and tools in order to build better experiences for customers and for team members • Highly collaborative; proven ability to form strong cross functional relationships • Excellent organization, project management, and time management skills • Highly articulate with a consultative approach to business problems • Team player, who’s invested in the success of their colleagues • Salesforce admin experience is a bonus

Benefits

• Competitive salaries, stock options • Medical, Dental, Vision and Life insurance • Generous paid time off • Generous paid Parental Leave • 401K • Flexible Spending Accounts • Home office stipends