Senior Customer Success Operations Manager

The Senior CS (Customer Success) Operations Manager is responsible for managing operations for the Customer Success team in EMEA.  This position works closely with CS leadership to develop and execute a strategy to drive growth, efficiency and effectiveness, through streamlined processes, tools and data.  The CS Ops Manager will also act as the point of contact for internal teams, to ensure alignment on communication, prioritization, and initiatives, relating to CS Operations.

This role is part of our EMEA CPX (Customer and Partner Experience) Operations team and reports to the CPX Operations Director. Our EMEA CPX Ops vision is to be valued operators, advising and enabling CPX to be its best, and accelerate to self-funded (effective growth)!

We are transforming how we operate as a CPX organisation, and the Operations team, and this role, have a critical role in enabling this success across our core operations: Enablement, Systems/Tools, Data & Analysis, Communications; as well as building out our capability in:  Resource Modelling, Optimisation (Automation, AI), Customer Journeys and Voice of Customer (VoC).

Based on where we are in our CS and Ops maturity, there will be an initial focus on:

• Maximising our tooling for efficiency, insight and automation (Gainsight) 
• Operationalising our playbooks for Segmentation (Enterprise, Premium and Standard)
• Synthesizing the voice of the Customer to: drive product strategy, enhance solution value, strengthen/embed customer relationship

What You’ll Do

• Work closely with the EMEA CS leadership to assess and develop our operational capability to support CS strategy
• Work in partnership with Global Operations to leverage and influence best practices across tools, data, processes and comms in CS Ops
• Create and implement processes that optimize operational effectiveness, and enhance employee engagement/performance
• Work with Global Ops and NA CS, to ensure best practice and shared learning
• Strengthen data understanding and insight across CS management and teams, act as a liaison for reporting
• Works with CS leadership team to identify and gather information needed to support team objectives and goals
• Drive and support cross-functional initiatives
• Identify and implement improvements to processes and tools used by CSMs and leaders in the CS team
• Investigate and recommend best practices, to ensure consistency across team procedures
• Identify process gaps through the analysis of information received from stakeholders
• Design tools and processes to support CS team (in partnership with our Tools/Systems Team)
• Work closely with our Enablement and Comms team members to execute on plans
• Be the Change Manager to ensure processes are adopted and owned within the CS team

What You’ll Need 

Minimum Qualifications 

• 4+ years experience working in Operations for Customer Experience, Customer Success - preferably in a SaaS business
• Undergraduate degree or equivalent combination of education and experience in a related field

Preferred Qualifications

• Experience working in geographically dispersed teams
• Experience in leveraging technology (ideally Gainsight or similar) to automate and enhance our customer management
• Experience re-engineering processes (through automation and AI)  to drive efficiency and enable scale/growth in CS teams
• Experience in gathering business requirements and implementing build/change through structure methodology 
• Exceptional problem-solving, critical thinking, and analytical skills
• Solid verbal and written communication skills to translate both business needs and data insights in a clear, concise, and effective manner
• Ability to effectively interact with business partners at varying levels of organization
• Well-organized with superb project management, time management skills and attention to detail
• Ability to synthesize data into consumable insights and deliver them to stakeholders
• Personable, agile, adaptable and flexible mindset

Travel Requirements & Working Conditions

• Up to 10% travel for internal meetings and events
• Reliable internet access for any period of time working remotely and not in a Workiva office