Offer summary

Qualifications:

Experience with Salesforce or other CRM platforms., 3+ years in operations or project management, preferably in customer success., Strong communication skills, both written and verbal, with a focus on customer experience., PMI-ACP, PMP certification or equivalent is a plus..

Key responsabilities:

Lead the implementation of a Customer Success Platform and develop operational documentation.

Create Standard Operating Procedures for different user roles.

Manage ongoing maintenance and process improvements of the tools.

Coordinate internal and external teams to align on project deliverables.

Job description

Job Title :- Customer Success Operations Manager (Jr. to Mid Role)
Duration:- 10+ Months Contract (With Possibility of extension)
Location:- Open For 100% Remote Job

Responsibilities
- Lead the implementation of a Customer Success Platform into ecosystem with a focus on delivering operational documentation
- SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
- Develop test plans supporting testing CS tool in environment
- Manage the ongoing maintainance, process improvements, and tool enablement
- Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
- Proactively manage changes in project scope, identify potential risks and devise contingency plans
Requirements
- Experience working with Salesforce, or other CRM platforms
- Experience working with Customer Success Tools
- 3+ years operations or project management experience working with Agile and Predictive methodologies, ideally in customer success environment, preferably in fast-paced, high-growth organizations
- Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
- Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
- Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritisation process
- Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships
- Excellent listening and persuasion skills along with written and verbal communication
- Ideal candidate must have a passion for creating great customer experiences
- PMI-ACP, PMP certification or equivalent, with BS or MS in aligned field of study are a plus
- Experience working in a Customer Success or JIRA environment preferred

Preferred Qualifications
- Previously worked in implementing Customer Success Tools, including but not limited to Gainsight, Planhat, Churnzero, etc.
- PMI-ACP, PMP certification or equivalent
- Working experience with JIRA
- Previous experience working/managing projects in Customer Success environment/organization
- Experience working for a SaaS-based organization

Required profile