What are the responsibilities and job description for the Customer Success Operations Manager position at Careerbuilder-US?
Description :
Our Customer Success team is seeking an experienced Operations Manager to own and drive the implementation of a Customer Success Platform into ecosystem. You will be well-versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. This role executes implementation documentation and platform configuration to include but not limited to : implementing business and technical requirements, collaborating with cross functional stakeholders to ensure tool is implemented successfully, and tracking success metrics to ensure return on investment (ROI). You will use your Operations Management background to work closely with key constituents across the business to develop a deep level of understanding of our operations and utilize that knowledge to lead implementation that help us achieve our strategy, goals and objectives. You will report to the Head of Customer Success and collaborate with the lead Program Manager. The team is highly collaborative in fully virtual environment, not only working closely with each other, but with our cross-functional partners to achieve our initiatives. You will be working with various roles across from individual contributors to senior leadership.
Responsibilities :
- Lead the implementation of a Customer Success Platform into ecosystem with a focus on delivering operational documentation
- SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
- Develop test plans supporting testing CS tool in environment
- Manage the ongoing maintenance, process improvements, and tool enablement
- Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project / initiative objectives
- Proactively manage changes in project scope, identify potential risks and devise contingency plans
Requirements :
Experience working in a Customer Success or JIRA environment preferred
