Customer Success Operations Manager
há 4 dias

What you'll do :

  • Your main responsibilities will be managing, coaching and inspiring the CS Ops Team to deliver the following :
  • Customer Success systems full ownership, including user management, account customization, technical troubleshooting, subscription management, vendor communication, data management
  • Collaborate with the entire CS team to ensure that all frontline staff and managers know how to effectively and efficiently use our systems (ex : Penny Lane, Execvision, Intercom, Aircall, Recurly, etc.
  • and have all necessary technical support to optimize internal and external processes for the benefit of the entire Customer Success department

  • Collaborate with internal IT support and data analysts to make sure that any technical issues affecting general-purpose internal systems (ex : Slack, JIRA / Confluence) as well as data mining and processing are properly addressed
  • Identify efficiency gains and translate business goals into scalable support operations with department leaders, and spearhead these new solutions
  • Own new cross-departmental and cross-functional projects within Customer Success and ensure every stakeholder is included, involved and up-to-date regarding main goals, decisions, risks and milestones
  • Develop project plans, communicate changes, define and monitor success metrics, ensuring that all projects are delivered on time, within scope and budget
  • Study operational and performance data to identify trends and opportunities for improvement while ensuring workload distribution
  • Provide ongoing feedback to the team to help them grow and place them in the appropriate career development path to take bigger responsibilities in the future
  • What you should have :

  • Passion for designing processes that scale
  • Ability to break down complex problems into concrete, manageable components and figure out optimal solutions
  • Willingness to get your hands dirty by digging into complex operations
  • Talent for clear communication and consensus building combined with a professional presence
  • Strong listening skills. Openness to input from other team members and departments
  • Ability to lead, collaborate and produce by virtue of influence
  • What you'll get :

  • A generous benefits package, including stock options
  • A lively bunch of colleagues from over 50 different nationalities
  • A chance to be part of a rapidly growing company with plenty of potential for career developmentFun colleagues on two continents, across three time zones and a vibrant company culture
  • The chance to be part of a truly successful SaaS company with massive upside potential
  • A place in our custom-designed Lisbon office building, packed with all the fun tech company stuff you’d expect and so much more
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