Customer Operations Manager

As Virtuagym keeps on growing, we are now looking for a new face to complement our team. As** Customer Operations Manager **you will be the owner of our CS tech stack and all operational-related workflows/designs Will you join us to create a healthier and happier world?

This is a full time and remote position from Spain, where you will be working for our global teams.

**What this role looks like**

As our Customer Operations Manager, you act as the face of CS Ops to deliver mutual value for our managers/teams, clients, and our business by focusing on and ensuring an optimized and efficient operation, where our employees can perform at their best. You play a key role in driving efficiency, digitalization, and automatization with the goal to deliver the right value through the right resources.

You are part of a diverse and international CS team where Customer Success works closely together with multiple other departments to ensure that as many client employees as possible successfully use Virtuagym. You will closely collaborate with our customer success management team and will represent customer operations and work together with our Heads of Service/Onboarding and Director of CSM, you will partner up with our data and operations specialist.

**Some of your key tasks as a Customer Operations Manager**
- Being the 1st line of support to leadership and CS who locate CRM/product/data analytics issues; troubleshooting issues, escalating for further fixes, tracking progress, and communicating status to all stakeholders;
- Proactive recommending strategic improvements to our business model and have a strategic alignment with CS management;
- Perform deep data dives to identify customer experience improvement opportunities and work across departments to put insights into action;
- Report to Customer Success management and executives on past results, renewals forecast, and trend analysis. Create meaningful insights that can help the CS team, as well as across departments;
- Create strategies to proactively improve the way how CS is working with a good balance between effort versus value;
- Build scalable processes to support the Customer Success team in pursuit of customer account retention and expansion;
- Continuous development of customer engagement processes by determining the timing and content of touchpoints along the customer journey to drive optimal adoption and increase in CLTV.

**What you will bring to the team**
- BSc or MSc in Business or Technical Studies (for example: Computer Science, Data Science, Business Administration, etc)
- Strong technical affinity while at the same time enjoy collaborating with people across multiple teams.
- 1+ years of experience administering a CRM (Salesforce, Hubspot, etc). Working experience with BI tools is a plus (eg. Domo, PowerBI, etc)
- Excited to constantly keep learning about the latest technologies and excited for the potential of AI and Generative AI.
- Proven track record in improving CS operations teams and being able to work closely with management;
- Highly organized with a strong sense of urgency to meet business goals, and deadlines and get things done;
- Great interpersonal skills, team player, and easy to work with;
- Critical thinking and a systematic approach to work with a focus on high-quality standards;
- SQL or other programming languages knowledge are a plus
- Fluent English **[must have]**; and additional languages are a plus (for example Spanish, Dutch, German, or French)

**Here’s why you should join Virtuagym**

**Benefits**:
Remote working from Spain, where you will be working for our office based in Amsterdam, the Netherlands;
23 paid vacation days per year (based on a full-time contract);
We provide your home office set-up and hardware;
The Virtuagym Health Program: access to video-on-demand workouts and meditation through the VG platform and company-wide health & fitness challenges;
✈ Work from abroad (within Europe) for up to 12 weeks a year with a maximum of 4 consecutive weeks;
Unlimited access to on-demand coaching with psychologists via chat, phone, or video call through the platform OpenUp.

**About Virtuagym**
Virtuagym is a leading and fast-growing innovator in the digital health and fitness domain, offering a Software as a Service solution and multiple native apps to users worldwide. We offer coaching and management solutions for trainers, studios, clubs and corporate wellness, all with the vision to make the world a healthier and happier place.

Virtuagym is an ambitious, passionate and multicultural team of talented people who want to create a healthier world for all. We believe in teamwork, challenging each other, being bold and adventurous, working lean, taking care of each other and sharing success. As a scale-up, we embrace our diversity, international character and our flat hierarchy that promotes great freedom, taking ownership and making a true impact. Our talented staff of 175+ employees are based out of two loc