SaaS Service Operations Manager

Calero is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Calero, a leader in innovative SaaS Management solutions, is seeking a passionate SaaS Service Operations Manager to join our team. In this role, you will play a crucial part in driving customer retention and growth by building strong relationships with clients and ensuring their success with our SaaS Management platform.

You will take the lead in resolving escalations, actively managing customer health, and collaborating with cross-functional teams to enhance our service delivery. If you thrive in a fast-paced environment and are eager to make a significant impact on our clients’ success, we want to hear from you!

Essential Responsibilities:

• Demonstrated 'customer satisfaction' consistently over 12+ months
• Minimal support required to manage multiple clients / manage return to green planning
• 2-5 years of experience specific to SaaS services 

Customer Management:

• Drive customer retention and growth by transforming at-risk customers into satisfied. Long-term clients, ensuring minimal churn and sustained ARR growth
• Understand each customer’s business strategy and communicate their agenda to appropriate internal resources to drive alignment of overall solution and client health
• Manage customer escalations and identify preventative measures 
• Maintain and grow relationships with appropriate points of contact throughout the customer organization including the decision maker(s) and capture within SFDC Provide comprehensive operational support to an assigned portfolio of SaaS and Call Accounting customers, collaborating with cross-functional teams to prioritize, align, and achieve customer goals and objectives.
• Be an advocate for the customer, representing their perspective in product and user experience meetings, and contribute to the continuous improvement and maturity of the SaaS Management platform.
• Leverage the SaaS Management platform to provide clients with full visibility into their estate, ensuring they can effectively manage and optimize their SaaS spend.
• Track and manage customer action log via the Communication Ticket Workflow. Independently drive issue resolution with appropriate Calero or Client stakeholders.
• Inspect and maintain a proactive approach to operational and service issues, ensuring KPIs and SLAs are met across assigned book of business
• Prepare and deliver Monthly Service Review (MSR) for each customer ensuring operational stability
• Regularly update and monitor customer health using company-defined measurement processes, and proactively address any issues to maintain optimal client satisfaction and retention.
• Produce reports and communications to provide insight into the key highlights, low-lights, issues and risks.
• Support the preparation and delivery of the Quarterly Strategic Business Reviews (SBRs) for assigned customer base as defined in the SBR Schedule to include ongoing savings initiatives, optimizations, and customer challenges.
• Execute on Customer specific CAPA (Corrective and Preventative Action) Plans as required
• Coordinate with matrix aligned team members
• Manage customer identified strategy 
• Management of operational issues by understanding impact, identifying solution options, liaising with the necessary internal and external stakeholders
• Process inspection to provide continual service improvement, process adherence and enhancement, plus driving efficiency of service.
• Ensure financial compliance and billing accuracy by monitoring and tracking against contract terms, and proactively addressing any discrepancies.
• Monitor and track aged debt across software-only customer base to ensure on-time payments
• Identify and create opportunities for potential CRUP opportunities within Customer Portfolio
• Co-ordinate application of any necessary credits to ensure timely application to client invoice(s)

Talent Management

• Partner with Marketing, Training, and Product departments to develop and maintain training materials, documentation, and process flows to support SaaS-related activities.

Partner Management

• Management and coordination of '3rd party' suppliers in line with assigned customer requirements

Education: 

• Bachelor’s degree and/or related business experience preferred 
• Consideration may be given to a candidate with a degree in lieu of experience 

Experience and Training: 

• Proven critical thinking skills 
• Strong interpersonal and negotiation skills
• Effective communication, oral and written 
• Extremely detail oriented 
• Good understanding of telecommunication expense management and auditing 

The salary range for this position is $75,000-$82,000 annually. It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meets all required qualifications. Actual offers take candidate’s knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.