Senior Customer Success Operations Manager

hace 4 semanas

Barcelona, España TravelPerk A tiempo completo

Role

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We are seeking a highly skilled and processoriented Senior Manager Customer Success Operations with significant experience in the SaaS B2B space The ideal candidate will optimise and align the entire postsales processes from implementation and onboardingramp to expansionchurn This role requires a strategic thinker who can implement and streamline efficient workflows leverage technology and drive crossfunctional collaboration This role will act as a business partner to the regional Implementation Services IS and Account Management AM Leadership teams

Responsibilities

Process Optimisation:

Evaluate and optimise endtoend postsalescustomer processes including implementation handover onboardingramp expansions and churns Identify bottlenecks inefficiencies and opportunities for improvement and implement solutions to enhance the overall postsales workflows spanning across the Implementation Services and Account Management teams Build and drive process change management and operational efficiencies within the Revenue organisation

Business Partnering and Crossfunctional Collaboration:

Partner closely with regional Implementation Services IS and Account Management AM Leadership to align on goals strategies and processes to achieve customer retention and expansion objectivesDrive crossfunctional collaboration and alignment between regional ISAM Leadership teams Product Data and Finance teamsPartner with the Reporting Insights amp; Strategy team to provide actionable recommendations to regional ISAM Leaderships teams to optimise postsales processes and drive rep productivity and efficiencyFoster a culture of collaboration and communication to drive a unified approach towards customer retention and expansion and ultimately revenue growth

Technology Stack:

Assess implement and optimise technology stack to enhance efficiency and effectiveness of postsales teams Implementation Specialists and Account ManagersExperience in evaluating implementing and maintaining Professional Services Resource Management and Customer Success Management softwaresWork closely with IT teams to integrate and automate systems for seamless data flow across different departments

Enablement:

Partner with the Enablement team to develop and implement enablement programs to empower the team with the tools resources and training to maximise effectivenessPartner with the EnablementProduct Marketing teams on customer education assets and contentEnsure smooth handoffs between Implementation and Account Management teams to enhance the overall postsalesramp process

What we are looking for

5 years of experience in Revenue Operations Customer Success Strategy amp; Operations PostSales Operations Customer Success or similar roles in the B2B SaaS spaceIndepth understanding of ImplementationProfessional Services and Customer Success processesA proven track record in optimising postsales processes within the B2B SaaS landscapeExperience in managing and optimising CRM Salesforcecom and Customer technology tools eg GainsightStrong analytical and problemsolving skills with the ability to leverage data for informed decisionmakingExcellent communication and leadership skills to drive crossfunctional collaborationStrategic thinker with the ability to implement and execute process improvements

Our benefits

Competitive compensation including equity in the company; Generous vacation days so you can rest and recharge; Health perks such as private healthcare or gym allowance depending on location; Flexible compensation plan to help you diversify and increase the net salary; Unforgettable TravelPerk events including travel to one of our hubs; A mental health support tool for your wellbeing; Exponential growth opportunities; VolunteerPerk We offer 16 paid hours per year that you can use to give back to society by volunteering for a charity of your choice Work from anywhere in the world allowance of 20 working days per year IRL English or Spanish Lessons are held in the Barcelona office

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