Customer Success Operations Manager

hace 6 días

Madrid Centro, Madrid, España Reconocida empresa A tiempo completo
About the Role

We are seeking a highly skilled Customer Success Operations Manager to join our team at Reconocida empresa. As a key member of our operations team, you will play a critical role in supporting our international Customer Success Management (CSM) team with the tools and processes they need to be efficient and effective.

Key Responsibilities
  1. Support and Enablement: Be the first point of contact for leadership and CSMs who encounter CRM/product/data analytics issues, troubleshooting problems, escalating for further resolution, tracking progress, and communicating status to all stakeholders.
  2. Insight-Driven Decision Making: Support weekly CSM meetings with the latest data and insights, focusing on the most critical issues that can benefit from the collective intelligence of the group, and hold risk meetings with CSMs.
  3. Process Improvement: Manage cross-functional projects to enhance internal processes, ensuring seamless execution and continuous improvement.
  4. Customer Onboarding and Engagement: Monitor new customer sign-ups, tracking the new client handover process, CSM assignment, and CRM enrichment processes.
  5. Churn Prediction and Prevention: Regularly gather insights and best practices from CSMs to identify churn prediction, advocacy/upsell/cross-sell opportunities, and develop strategies to mitigate these risks.
  6. Guidance and Playbooks: Design and maintain guides and playbooks for CSMs to address potential churn, early at-risk renewals, negative feedback, low adoption, and engagement.
  7. Customer Engagement Processes: Develop and refine Customer Engagement Processes to determine the timing and content of touchpoints for CSMs along the customer journey, driving optimal adoption and high Net Promoter Score (NPS).
  8. CSM Software Administration: Manage CSM software (Gainsight CRM) administration and optimization to ensure seamless functionality and data integrity.
  9. Renewal and Upsell Analysis
  10. Reporting and Communication: Track leading indicators of renewals and upsell, analyze them to understand what's working well and what's not, and report to Regional CS Team Leads on CSM workload distribution, CSM operational metrics, data about top customers at risk, red/yellow flags from CSM system, and forecasting hiring needs for Regional CS Team Leads.
  11. Customer Feedback and Tiering: Manage customer feedback gathering, coordinate feedback gathering through customer journey and CSM touchpoints, communicate results, and refine customer tiering approach.
  12. Process Optimization and Automation: Regularly gather feedback from CSMs via 1-1 sessions and surveys, implement feedback by constantly improving, optimizing, and automating CSM processes.
  13. Key Metrics and Reporting: Develop dashboards on key metrics, processes, risks for leadership and CSM team, and report on results.
  14. Strategic Recommendations: Recommend strategic improvements to the business model.
Requirements
  1. Language Proficiency: Strong upper-intermediate level of English (B2-C1).
  2. Technical Skills: Advanced user of Google Sheets, Docs, Slides, Forms, and experience administering a CRM (Gainsight experience is a huge plus).
  3. Critical Thinking and Communication: Critical thinking and systematic approach to work with a focus on high-quality standards, excellent verbal, written, and interpersonal communication skills.
  4. Learning Agility: High level of learning skills (working with a significant amount of information).
About Us

Reconocida empresa is a fast-growing product company recognized for its exceptional customer-centric approach in the secure business collaboration market. With over 1,000,000 users from 175,000 companies worldwide, we are committed to building the most robust Virtual Data Room (VDR) solution for secure confidential document sharing. Our mission is to create exceptional experiences for employees and customers alike, driven by our unwavering values of commitment and excellence.

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