Senior Customer Operations Manager at Outreach (Seattle, WA)
Your Daily Adventures Will Include
- Support the operational improvement cycle for all the post sale teams (CS, PS and Support) including renewals, expansions, whitespacing, account transition etc.
- Support business planning processes with critical metrics and analytics support
- Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement
- Organizational Change - Roll out new processes and systems and supervise adoption, both internally and externally to ensure consistency
- Data Interpretation - Analyze positive and negative trends utilizing data from customers, individuals and systems
- Gap Analysis & Iteration - Leveraging data identify gaps, assess goals and targets, produce gap analysis and promote process & design iteration
- Assist in the creation and documentation of CS segmentation process and policy
- Advocate and contribute to systems as well as new automated processes across SFDC and Outreach
- Provide data based insights for non-renewal to ensure continuous learning and improvement to reduce customer adoption risk
- Assist with identifying and supervising key success metrics contributing to customer health scoring
Basic Qualifications
- 8+ years of experience in a SaaS environment working in an operations role or customer success
- Exceptional verbal, written, social, presentation, and interpersonal skills
- Strong self-awareness and communication skills to handle difficult situations with understanding and composure
- Able to clearly communicate ideas and processes both within the team and cross-functionally
- Thrives in a complex environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
- You will be a strong teammate, but still a self-starter
- Bachelor’s degree or equivalent experience
- Prior experience as Customer Success Manager for complex solution software
- Prior experience in data analytics and project management or Agile methodologies
- Experience with various CRMs and CSM Platforms including Salesforce and Gainsight
- Familiarity with DevOps and/or modern application architecture (micro-services)
- A process and efficiency mindset and the ability to evaluate and audit sophisticated workflows and adjust for optimal resource usage, workflow support and customer coverage to ensure revenue retention