Overview

JAGGAER is leading the Autonomous Commerce revolution, a self-governing B2B commerce experience between buyers, suppliers, things (IoT), and partners. Leveraging AI and machine learning, our intelligent procurement solutions provide enterprise buyers and suppliers with smart-match recommendations that align buyer needs with supplier capabilities. Our solutions autonomously execute many repetitive, behind-the-scenes tasks to facilitate enterprise commerce. We are over 1,250 employees strong, all focused on customer success. For more information, visit www.jaggaer.com 

The Manager of Customer Success Operations creates, organizes, and coordinates value-creation materials, programs, and processes that support operational activities for the Customer Success Team. This position reports to the Sr. Director of Customer Success Operations. This role will work closely with the Customer Success Senior Leadership team to prepare information and analysis for strategic planning.

The ideal candidate possesses excellent leadership skills, has experience managing personnel in different disciplines, and produces results in a timely manner. They will also be able to develop efficient strategies and tactics that are scalable and repeatable.

Principal Responsibilities

Position Responsibilities: 

• Formulate, organize, and monitor inter-connect processes and programs with Customer Success departments.
• Maintain and Organize a Customer Success program and process documentation for internal and external customers.
• Continually assess, modify, and improve the CSM program as market and customer needs evolve.
• Provide actionable insights and recommendations for informed decision-making, contributing to improvements in customer onboarding, retention, advocacy, and overall experience.
• Assist in the Implementation process improvements to increase efficiency, execution, and customer satisfaction.
• Assist in overseeing, implementing, and optimizing customer success technologies, CRM systems, and tools. Ensure seamless integration with other business systems to support customer success operations and enhance overall productivity.

Position Requirements

What you will bring:

• Proven experience as a Program Manager, Operations Manager, or other managerial position.
• Thorough understanding of project/program management techniques and methods
• Excellent knowledge of MS Office.
• Preferred knowledge of procurement and the common processes for acquiring goods and services.
• Preferred knowledge of the JAGGAER platform.
• Proven knowledge and experience of Customer Success or similar customer engagement models.
• Excellent problem-solving skills.
• Excellent leadership, organizational, and communication skills.

WHAT WE OFFER:

We strive to support our employees & their families. Your health & well-being are essential. JAGGAER offers a variety of programs to help you manage your overall wellness and be your best self. At JAGGAER, you’ll find great medical plans, adoption benefits, wellness reimbursement, generous parental leave, 401(k) match, a flexible work environment, no limit on vacation days for exempt employees, and much more!

OUR VALUES:

Our values are at the core of who we are at JAGGAER. You will see these values entrenched in how we support our customers, work with team members, build our products, and in the culture we’ve created.

Be Collaborative: Foster a culture of mutual respect, working effectively and productively with others, and sharing responsibility for team success.

Be Accountable: Take ownership, learn from challenges, be proactive, and rise above one’s circumstances to achieve the result.

Be Adaptable: Embrace change, encourage innovation, and remain effective when experiencing major change.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hr@jaggaer.com All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision (dol.gov)

Know Your Rights: Workplace Discrimination is Illegal (dol.gov)