Head of Customer Success Operations
Location
Bangalore | India
Job description
About The Role
We're in search of our
Head of Customer Success Operations to help Loop scale our high-touch customer success organization.
The Head of CS Operations position will be responsible for providing the customer success team with reliable and high-quality intelligence with forecasting, analysis, reporting functions. This role directly reports to our SVP of Delivery and will be working closely with Regional Leaders and CS team. This role is responsible for directly enhancing the overall operating efficiency and excellence of the customer success which would result in both top and bottom-line growth of the company.
What You Will Be Doing - Renewals, cross-sell, upsell: Executing Q-o-Q and M-o-M forecasting, lead management, supporting CSMs with right insights to close deals
- Process Optimization - customer success process development, adoption, and adherence
- Streamline cross-functional processes for Marketing, Sales, and CS, ensuring alignment in tracking and action plans
- Supporting programs to improve productivity and efficiencies
- Driving business process, workflow re-engineering, and productivity improvement initiatives
- Build reporting dashboards and drive analysis to increase the performance visibility to the business owners
- Synthesize complex data into easily understood and compelling management reports and performance dashboards
Must Have What we are looking for: - MBA with at least 10 year of experience in the role of category management/ customer success operations/ sales operations/ sales support
- Proficiency in CRM Administration, Process Automation amp; workflow management in CRM
- Proficiency in data management with Microsoft Office Suite – Excel, Word, PPT amp; Google suite product
Good-to-have - An ex-engineer is preferable
- B2B SaaS experience in supporting customer success or sales teams with business intelligence, lead qualification, sales forecasting, and data reporting
- Experience with BA amp; BI Tools like R/Python amp; Tableau/ PowerBI/ Data Studio
Job tags
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