What are the responsibilities and job description for the Customer Success Operations Manager position at Thoropass?
Working at Thoropass
Thoropass makes it as easy to do the right thing as it is to check a box. Our team members believe that partnership lightens the load. Not everyone can be an expert at everything - lending each other support in areas of weakness strengthens everyone's offering. We collaborate openly and enthusiastically; without ego.
What We Do
At Thoropass, we're compliance experts so you don't have to be. Pairing easy software that's always getting smarter with expert guidance and continuous monitoring, we integrate into your process to prepare you to pass any audit, every year, with flying colors. Hundreds of growing companies use Thoropass's compliance automation platform, expert services, auditors and partner ecosystem to get and stay compliant over the lifetime of their business. We offer SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS, and other infosec and privacy frameworks.
We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include : J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically and we're poised for continued break-out growth in 2024 and beyond.
About the Role
We are hiring for a customer operations manager. You will be responsible for supporting process optimization, reporting and analysis of data aimed at generating insights for our Customer Success team and relevant company leadership.
This role will be reporting directly to our Director of Revenue Operations and will work directly with our Customer Success team, as well as cross-functionally with many other departments within our company.
Strong preference for NY based candidates open to a hybrid work model, requiring at least two (2) days per week in our NYC office, with the remaining workdays eligible for remote work from home.
What You'll Do
Performance Analysis :
- Analyze Customer Success (Cx) data, trends, and KPIs to provide insights and recommendations for improving sales performance.
- Develop and maintain Cx dashboards and reports to track key metrics and sales targets.
Process Optimization :
Forecasting :
Data Management & Tool Administration :
Enablement :
Reporting :
Cross-Functional Collaboration :
Act as a liaison between Cx and other departments to address operational issues.
Skillsets / Requirements
Previous experience
Analytical Skills
Process Improvement
Revenue Forecasting
Business Acumen
Data Management
Problem-Solving
Attention to Detail
Training and Development
Change Management
Bonus Points
CRM Management
Additional Technical Skills
Compensation & Benefits
Equal Opportunity
Thoropass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Even if you feel you don't meet every requirement, consider applying! Thoropass acknowledges the research which shows that women and people of color are less likely to apply for jobs when they don't meet all of the stated qualifications. However, we're looking for authentic innovators to blaze new trails and you just may be the right person for this or another role.
Salary : $120,000 - $150,000
