Customer Operations Manager

As Virtuagym keeps on growing, we are now looking for a new face to complement our team. As RevOps you will be the owner of our CS tech stack and all operational-related workflows/designs! Will you join us to create a healthier and happier world?

This is a full time and remote position from Spain , where you will be working for our global teams.

What this role looks like

As our Customer Operations Manager, you act as the face of CS Ops to deliver mutual value for our managers/teams, clients, and our business by focusing on and ensuring an optimized and efficient operation, where our employees can perform at their best. You play a key role in driving efficiency, digitalization, and automatization with the goal to deliver the right value through the right resources.

You are part of a diverse and international CS team where Customer Success works closely together with multiple other departments to ensure that as many client employees as possible successfully use Virtuagym. You will closely collaborate with our customer success management team and will represent customer operations and work together with our Heads of Service/Onboarding and Director of CSM, you will partner up with our data and operations specialist.

Some of your key tasks as a RevOps

• Being the 1st line of support to leadership and CS who locate CRM/product/data analytics issues; troubleshooting issues, escalating for further fixes, tracking progress, and communicating status to all stakeholders;

• Proactive recommending strategic improvements to our business model and have a strategic alignment with CS management;

• Perform deep data dives to identify customer experience improvement opportunities and work across departments to put insights into action;

• Report to Customer Success management and executives on past results, renewals forecast, and trend analysis. Create meaningful insights that can help the CS team, as well as across departments;

• Create strategies to proactively improve the way how CS is working with a good balance between effort versus value;

• Build scalable processes to support the Customer Success team in pursuit of customer account retention and expansion;

• Continuous development of customer engagement processes by determining the timing and content of touchpoints along the customer journey to drive optimal adoption and increase in CLTV.