Customer Success Operations Manager I

A pioneer within the revenue management ecosystem since 2005, Revenue Analytics is an enterprise SaaS company that partners with hospitality, media, manufacturing and distribution, and passenger rail companies to solve their most complex pricing challenges. By leveraging powerful analytics and deep strategic experience, Revenue Analytics’ next-generation software delivers intuitive answers to help companies perfect their pricing, reclaim missed revenue, and take back their time.

We are looking for a Customer Success Operations Manager to join our Hospitality vertical. The Customer Success Operations Manager I executes customer-related analysis and effectively and efficiently troubleshoots customer-reported issues with some leadership oversight. In addition, they are accountable for partnering with the internal team to support reporting on customer satisfaction through KPI development, analysis, and monitoring. 

Role Responsibilities: 

• Works collaboratively with Customer Success, Sales, Science, and Product to ensure customer satisfaction, loyalty, and advocacy 

• Consistently performs analysis and interprets customer data during and after implementation with some oversight from leadership. 

• Supports reporting and proactive monitoring of customer adoption of our products through KPI development and analysis 

• Effectively and efficiently troubleshoots customer-reported issues and questions, and supports testing of customer-related product changes and improvements with some oversight from leadership 

• Provides enhanced day-to-day product support including advanced analysis, documentation, troubleshooting, and testing with some leadership oversight 

• Supports RA customer relationships, retention, and expansion through in-depth data analysis, turning insights into actions 

• Maintains internal customer support tools such as Zendesk and Chameleon 

• Partners with Product and Science to help CS translate customer requests to high-level product and analytics needs, evaluate design options, and help prioritize requests accordingly 

• Uses data to develop processes and drive optimization, effectiveness, and efficiency with a specific focus on tools, repeatable analysis, etc. 

• Participates in recruiting efforts and company initiatives 

• Contributes ideas to improve products, customer satisfaction, and internal processes 

• Contributes to development of Business Development materials when called upon 

• Enhances the team through active participation and collaboration 

Qualifications:

• Bachelor’s degree with strong academic credentials (Engineering, Economics or Business preferred) 

• 2-4 years of experience in technology, product management, or consulting, preferably in a cross-functional setting 

• Excellent written and verbal communications skills, including proficiency in Microsoft PowerPoint 

• Advanced analytical capabilities and problem-solving skills, leveraging data analysis tools (proficiency in Excel and SQL necessary, BI tool experience is preferred) 

• Ability to proactively manage multiple commitments and tasks across multiple customers / initiatives 

• Intellectual curiosity and eagerness to apply rigorous analytics to business problems 

Outstanding Benefits and Perks:

• Competitive base salary

• 100% paid healthcare including medical, dental, and vision coverage for our employees and their families

• 100% paid Life insurance, long and short-term disability coverage for team members

• 401k plan with a generous match and is vested immediately

• Company issued cell phone or phone allowance and laptop

• Open PTO plan (take what you need!) and 9 paid holidays

• Gym membership reimbursement

• Flexible work arrangements