Systems & Projects Manager
há 3 dias

What you'll do :

  • Fully own customer success systems, including user management, account customization, technical troubleshooting, subscription management, vendor communication and data management
  • Investigate new software solutions, identify opportunities for improvement and make recommendations to the leadership team based on continuous research and expertise
  • Collaborate with the rest of the customer success team to make sure that all managers and team leads know how to use our systems (e.
  • g., CSBox, Execvision, Intercom, Aircall, Recurly, etc.) having all the technical support needed to optimize internal and external processes for the benefit of the entire customer success department

  • Collaborate with customer success analyst to facilitate data mining and data processing for reporting purposes
  • Collaborate with internal IT support to make sure that any technical issues affecting general-purpose internal systems (e.
  • g., Slack, JIRA / Confluence) are properly addressed

  • Collaborate with engineering to maintain and develop existing proprietary systems (e.g., Backoffice)
  • Identify efficiency gains across the department and translates business goals into scalable support operations with department leaders
  • Own new cross-departmental or cross-functional projects within Success and ensures every stakeholder involved gets included, involved, and up-to-date with main goals, decisions, risks and milestones
  • Coordinate internal resources and third parties / vendors for the execution of projects
  • Develop project plans, communicates changes, defines and monitor success metrics
  • Ensure that all projects are delivered on-time, within budget and scope
  • Study operational and performance data to identify trends and opportunities for improvement
  • Constantly assure accurate workload distribution
  • Provide ongoing feedback to teams to help them develop professionally and take bigger responsibilities in the future
  • Leadup the chain of command by proactively identifying and removing obstacles in team performance while partnering with senior managers to foster a culture of excellence across the department
  • What we're looking for :

  • 2+ years of experience as a system or projects manager
  • Fluency in English
  • Attention to detail
  • Exceptional writing skills to make content engaging and easily digestible
  • Ability to prioritize
  • Terrific collaboration skills
  • Ability to influence team member behavior across locations without formal authority
  • Ability to coordinate with multiple stakeholders, departments and vendors
  • Ability to see the wider picture and find solutions for unstructured problems
  • Ability to work without supervision
  • Solid technical background or hands-on experience in software development and web technologies
  • Ability to teach / mentor
  • Active listening and empathy.
  • What we offer :

  • A value-driven work environment where people come first
  • A lively bunch of colleagues from over 50 different countries
  • Extra vacation days as a tenure benefit
  • Freedom to execute your ideas with a passionate and motivated team supporting you
  • A team serious about getting things done while not taking ourselves too seriously
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