skillindiajobs
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Customer Success Operations Manager - IT (2-5 yrs)

2.00 to 4.00 Years   Noida   25 Jan, 2023
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    We are scouting for Customer Success Operations Manager for one of our software product clients.RoleWe are hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP (or Director) of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.- Strong reporting and analytical skills- 2-4 years in an operations role with a focus on Customer Success or similar function at an Enterprise/ B2B SAAS company- Passion for designing processes that scale- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions- Understand (and enjoy) operational processes and efficiency- Enjoys - getting their hands dirty- by digging into complex operations- Takes high degree of ownership over their work- Clear communicator with professional presence- Strong listening skills; open to input from other team members and departments- Ability to lead through influence- Location at Noida(Customer Success background is not a must have, candidates with experience in Support operations management/ Revenue operations management / PMO with SAAS companies can be considered too)Preferred:- Previous experience in similar role- Experience with Customer Relationship Management Software- Experience with Support platforms- Understanding of Key Performance Indicators (KPIs) for Customer Success - Data analytics, business intelligence, and reporting skills- Strong Excel / Sheets skills- Exposure to Logistics/ Retail/ Manufacturing industries- Exposure to EMEA / APAC MarketKRA:1. Data ProcessingReporting: Report to executives and the board on past results, renewals and upsell forecasts, e.g. through dashboards and presentationsAnalysis: Track leading indicators of renewals & upsell, and analyse them to understand what is going well and whats notAlerts: Monitor and inform against upcoming renewals, changes in adoption, usageEBR: Facilitate CSMs in creation of EBR documentsProcesses:Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and NPSExternal Communications: Coordinate with Communications leads to synchronize email outreaches with CSM touch pointsNPS: Run NPS program for clients along with VP CSM and Marketing teamRisk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalationOpportunity Management:- Identify top candidates for upsell- Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers- needs, including processes for CSMs to.- Relay customer feedback to the Product team- Align with the Support team on resolution of major cases and report bugs to the Engineering team- Provide feedback to Sales on the readiness of our customers- Help the Onboarding team overcome any delays in implementation,

Keyskills :
customer relationsmarketingmanagementkey performance indicatorscustomer relationship managementdata analyticsoperations managementbusiness intelligencerelationship managementpmob2bcsmebr

Customer Success Operations Manager - IT (2-5 yrs) Related Jobs

© 2020 Skillindia All Rights Reserved