Customer Strategy & Operations Manager
Bonusly
Customer Service, Operations
Remote
Posted on Friday, August 30, 2024
As our Customer Strategy & Operations Manager, you will play a crucial role in optimizing our Customer Success processes, analyzing key data, and supporting our customer success team. You will use your expertise in operations and data analytics to enhance customer experiences and drive operational efficiency
What you'll do:
Strategic Planning & Process Optimization:
- Design, implement, and refine processes and workflows to improve efficiency and effectiveness within the customer success team in partnership with Revenue Operations and Customer Success Leadership
- Collaborate with cross-functional teams to ensure seamless integration of tooling along customer journey and of customer success initiatives with other departments
- Collaborate with LT to align prioritization with overall business goals and objectives, such as customer surveys and past-due customer collections processes
- Develop and maintain documentation for processes and procedures related to customer success operations.
- Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization.
- Monitor and adjust processes based on performance metrics and feedback.
- Serve as a point of contact for operational issues and assist in resolving them promptly, collaborating internally on resolution when needed
- Provide training and support to the customer success team on processes, tools, and best practices.
Data Analysis and Insights:
- Utilize BI tools and reporting capabilities to deliver real-time actionable insights into customer behavior, product usage, and success metrics.Develop mechanisms to gather customer feedback and actionable insights, leveraging customer success stories and references to partner with CS team to mobilize customer advocates.
- Facilitate all customer survey programs, including post-onboarding, customer experience/relationship, NPS, ROI, and ad-hoc surveys as needed.
- Develop and maintain Gainsight dashboards and reports to track key performance indicators.
- Define and track key customer health indicators to proactively and accurately identify at-risk customers and partner with customer success leadership to implement strategies for retention, customer growth and advocate mobilization.
Technology and Tools Management:
- Ensure data accuracy and integrity across all systems and platforms.
- Support the administration of customer success tools and platforms, including but not limited to Gainsight, Intercom, and other relevant software. **Gainsight Experience is a must**
- Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the customer success function.
- Maintain Gainsight and Intercom rules, scorecards and automation
You’re a great fit if you…
- Have 5-7 years experience in a similar role at a B2B SaaS company
- GainSight and Intercom Admin experience
- Expertise writing SQL queries
- Can proactively make recommendations to optimize processes and partner with RevOps and CS leadership to define strategy.
- A background in business analytics.
