Senior customer operations manager
Location
Alpharetta, GA | United States
Job description
A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50™ in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.
Moving at our pace brings a lot of change, complexity, and ambiguity. Varicenters are comfortable being uncomfortable.
Before you apply, consider if you:
- Excel by seeking professional and personal hyper-growth.
- Respect diverse backgrounds and perspectives.
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change.
- Bring critical thought and opinion — and embrace differences and disagreement to get work done and move forward.
At Varicent, we are committed to fostering a diverse and inclusive workplace. We believe in equality and recognize the value that diverse perspectives bring to our team. We are actively seeking a Senior Customer Success Operations Manager to play a critical role in driving operational excellence, customer health, and optimizing the customer success journey within our organization
How you will make a difference:
- Develop and execute strategic operational initiatives to enhance the end-to-end customer success journey, ensuring a seamless and positive experience for our customers
- Collaborate and execute cross-functionally with Sales, Product, Marketing, Finance, Support and other departments and teams to align customer success objectives with our overall company goals
- Operationalize Success Plays and Motions as you build out our library of “Calls to Action” (CTAs)
- Implement scalable processes and maintain customer success systems and software to enhance operational efficiency, leveraging industry best practices and innovative technologies, ensuring consistent execution and continuous improvement
- Track, analyze, and report on relevant Key Performance Indicators (KPIs) and metrics, including renewals and upsell forecasts, to measure the success and impact of customer success initiatives; provide regular updates to stakeholders, highlighting achievements and areas for improvement
- Deliver Customer Success programs to impact key metrics, including: Net Dollar Retention (NDR), Gross Dollar Retention (GDR), Customer Lifetime Value (CLV), Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Renewal and Expansion Rate, Customer Retention Cost (CRC), and Cost-to-Expand Customers (CEC) (we can choose which key metrics to highlight in the JD)
- Stay on top of Customer Success Operations’ industry trends, emerging technologies, and best practices, and apply this knowledge to enhance our Customer Success function at Varicent
Success Outcomes:
- 1-3 Months:
- Learn hands-on and become familiar with our Customer Success landscape, spanning people, including cross-functional partners; programs and processes, including customer health scores and dashboards, success planning, engagement models, and journey maps; and systems and technologies, including Totango and Salesforce
- Become familiar with and understand our customer accounts Start tracking, analyzing, and reporting on relevant Customer Success metrics and provide suggestions for improvements
4-6 Months: Continue with the above, going more in-depth and gaining expertise Collaborate across Customer Success and other functions to develop CS playbooks, with key elements, including Call to Actions / success plays, standard operating procedures, clear escalation paths, customer feedback mechanisms, and so on, spanning the customer journey phases; identify areas for strategic automation Provide enablement to CSMs on new and updated initiatives, where needed, including content and data to ensure adequate adoption of changes Start to develop and update CSM compensation plans, determining relevant metrics to ensure appropriate bonuses
7 Months and beyond: Continue gaining expertise and become the primary driver and manager of existing and new Customer Success initiatives.
What you will bring:
- 10+ years of overall operations experience, which includes at least 3+ years of experience driving and maintaining Customer Success Operations, or relevant experience, including Sales, Revenue, or Finance Operations at a B2B SaaS company; demonstrated success in driving customer satisfaction, retention, and expansion
- Understanding of CS principles, processes, best practices, and KPIs/metrics; familiarity with industry-leading CS methodologies and frameworks
- Proven ability to derive insights from data and develop data-driven solutions, and in applying data hygiene, intelligence, and governance principles; proficient in analyzing customer data and deriving meaningful insights, and using CS analytics and reporting tool
- Practical experience with Totango, or other CS platform, and Salesforce administration strategy; proven ability to work hands-on and provide guidance regarding systems-related updates
Benefits:
- An annual education allowance
- No meeting Wednesday; Flex Fridays
- Generous time off (including your birthday)
- Employee and Family Assistance
- Amazing colleagues to learn from
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email [email protected]
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact
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