Manager, Success Operations

| Bellevue
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Quick overview: 

The Manager, Customer Success Operations role is a Customer Success leader who will design and implement solutions that enable our Customer Success team to deliver exceptional value to our customer base. As a CS Manager, you are a strong performer with an excellent track record of delivering impactful solutions to your key stakeholders. You have a passion for building efficient processes and workflows, optimizing reports, and designing systems so they meet business needs.

 You will contribute to building the strategy, infrastructure, processes, and tools which maximize customer happiness, team happiness, and operational efficiency for our Customer Success team. The ideal candidate will have a strong mix of relationship management, strong analytical, business, and technical skills as a proven track record of building strong relationships and outcomes with product, engineering, sales, and marketing.

In this job, you will: 

· Analyze data and trends to improve client satisfaction metrics and improve the team's efficiency

· Constantly assessing our baseline productivity metrics to ensure the highest personal and industry standards

· Identify and propose process automation and improvement opportunities to optimize the standards, processes, and policies

· Look for consistent issues across the team, break the issues down into manageable components and create solutions with measurable results

· Collaborate with the Customer Success team to proactively identify gaps / needs and propose solutions across process, playbooks, systems, and data

· Manage the implementation of solutions, including data and requirements gathering, design, testing, training, successful roll-out, and continuous improvement

· Lead projects that provide key insight or drive operational change working closely with Sales, Marketing, Product, and Engineering to deliver on time, on scope, and if applicable on budget.

· Promote a customer-centric mindset throughout the department and company

· Perform other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the CS department.

· Own the technical administration and day-to-day management of all tools in the Customer Success technology stack

· Own reporting needs for Customer Success; develop and maintain dashboards for CSMs, CS Managers, and CS Leadership

We would love to speak with you if you have: 

Bachelor's degree, ideally a focus in business or analytics

· 4+ years in a mix of Customer Success roles such as Support, Adoption, Account Management, and / or Education / Enablement

· Ability to analyze various data sets to identify insights and trends

· Ability to build relationships with customers and stakeholders to gain in-depth understanding of their problems and needs

· Strong communication skills; able to work with a variety of stakeholders including executives

· Ability to learn new tools and systems very quickly

· Strong business acumen; able to understand and translate business needs into technical requirements and design

· Excellent organization skills; experience creating and maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues

· Strong attention to detail and desire to thrive in a fast-paced, dynamic environment

· Experience with BI and Analytics tools (Power BI preferred)

· Advanced level Excel skills (complex calculations, pivot tables, external data links, macros, VBA)


Bring your experience, your talent, your creative energy, and meet a diverse group of people who work together and build software that aims for the cloud. We have a unique culture that is collaborative, customer centric, professional, and encourages hard work with a layer of fun that keeps us in balance. Join the team that makes a positive impact on the future of IT services automation… you’re going to love it! 

At BitTitan, Inc. we don’t just accept difference—we celebrate it, we support it, and we embrace it for the benefit of our employees, our partners, and our community. We are committed to equal employment opportunity and diversity.  

 #LI-TN1

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • CadenceLibraries
    • ASP.NETFrameworks
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • Cosmos DBDatabases
    • Google AnalyticsAnalytics
    • PowerBIAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • OutreachCMS
    • JiraCMS
    • SalesforceCRM
    • Office365Email
    • MarketoLead Gen

Location

Located in trendy Bellevue, minutes from Seattle, with easy access to transit, arts, diverse communities, great eats, shopping, nature, & bike trails.

An Insider's view of BitTitan

What’s the vibe like in the office?

The one thing I love about the BitTitan office is the get-it-done energy everyone brings to work. I'm very lucky to work with such an amazing, supportive, and smart bunch of people. Nothing beats going to work with people who share the same passion about work and having fun. The office vibes easily make it the ultimate hangout spot to work together

Melissa

Marketing Operations Manager

How has your career grown since starting at the company?

I feel very fortunate that I chose to work at BitTitan four years ago. I want to start my own SaaS company someday. BitTitan has allowed me to choose a unique career growth path that aligns with my long-term goals. I’ve gone from software engineer, to manager, then to a strategy role. I feel like I’ve earned my master’s degree in SaaS at BitTitan.

Chris

Manager, Business Strategy

What are BitTitan Perks + Benefits

Culture
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company-Sponsored Family Events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Lunch and Learns
Promote from Within
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