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    Customer Success Operations Manager - San Francisco, United States - productboard

    productboard
    productboard San Francisco, United States

    4 weeks ago

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    Description
    Job Description

    Productboard is seeking a Customer Operations Manager to support the Customer Success, Services and Support teams by building and maintaining processes and systems, providing reporting and analytics, facilitating internal enablement, and supporting inter-team collaboration and communication. While this role currently does not directly manage people, it will be responsible for closely managing all operational aspects of the Customer Success Organization.

    On a typical day, you will...
    • CS Organization support:
      • Create and maintain dashboards, views, and reports allowing insights to teams' performance and impact against our objectives (EX: CS Scorecard)
      • Design and launch processes, workflows, and automation that drive internal efficiencies, up-level effectiveness of Customer Success team and deliver greater value to our customers
      • Support additional analytics needs such as the Success CSAT program, capacity planning, customer health, and management
      • Build reporting capabilities in collaboration with Data team
    • Processes & People support:
      • Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)
      • Analyze, recommend improvements and communicate efficiency and effectiveness of CS operations to CS leadership
      • Collateral management for internal and customer-facing materials and programs
    • System support:
      • Build and operationalize customer journey map across all systems, automating wherever possible
      • Maintain and optimize CS platforms and tools for efficiency and effectiveness
      • Collaborate and leverage cross functional relationships to define requirements to design and implement solutions.
      • Tech stack: Gainsight, Vitally, Salesforce, Looker, Notion, Zendesk, Slack, Productboard, Google Drive, Zapier
    About you
    • 6+ years in sales or success operations role
    • Outstanding problem-solving, strategic, and analytical skills combined with an excellent eye for process improvement toward clear business outcomes
    • Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
    • Highly motivated, team-oriented with strong collaboration skills
    • Highly detailed, organized with exceptional follow-through
    • Familiar with and competent execution in Salesforce administration
    • Experience with CS systems preferred (Gainsight, Totango, Churnzero, Vitally, etc)
    • Experience with SaaS oriented Customer success function as outlined above
    • Experience with customer segmentation strategy, account assignments, maintenance, delivery backlog, and data hygiene for customer health & revenue tracking
    • Demonstrated skills in project management and managing customer relationships for a managed services and / or SaaS organization
    • Strong oral and written communication skills with the ability to conduct presentations to a large group in English
    • University degree preferred
    What's in it for you?
    • Be part of building the world's first and best Product Platform that fundamentally changes how our industry approaches the craft of Product Management.
    • Your customers are going to be the best product teams and minds out there. You will have the opportunity to learn from and advance the work of the best of the best in your field.
    • Be a part of a growing and innovative, mission-driven company, with the opportunity to shape the future of our product and customer experience, and to define an entire new market category.
    • Collaborate with a talented and passionate team, dedicated to making products that matter, together.
    You can look forward to the following benefits:
    • Competitive compensation, stock options, company 401k
    • A budget for your professional development and ongoing learning
    • Flexible PTO and paid sick days
    • Life insurance and disability coverage
    • Carrot Fertility Benefits
    • 1 Volunteer Day per year for you to help causes close to your heart
    • 8 weeks of Paternity leave and 12 weeks of Maternity leave
    • Mental Wellness Program to support your well-being and self-care
    • Company contribution to gym and wellness memberships
    • Commuter benefits
    • Company contribution and access to best-in-class health benefits and your own Soulmio membership
    About Productboard

    Productboard exists to help the best product minds out there make products that matter, together. We believe we all deserve to live in a world filled with extraordinary products - products that exceed our expectations in both functionality and delight.

    That is why we made our purpose-built and customer-centric product management platform that helps organizations get the right products to market, faster. More than 6,000 companies, including Microsoft, Zoom, Salesforce, and Cartier, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.

    With offices in San Francisco, Prague, Vancouver, London, Dublin, and Brno, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures.

    We are very well funded and financially stable Series D company, with a validated product market fit and a massive future market opportunity.
    • Join at the golden startup age - established stability with large space for innovation and individual impact
    • You'll enjoy an exciting team atmosphere, building a whole new category of software
    • You can help change the way that products are built all over the world
    • We iterate quickly and decisions are fast. You'll have a voice in what we do and see the impact of your work
    • We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
    • We are recognized as a leading tech startup in our category, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on, and are regularly recognized for our company culture
    About our culture

    Imagine working in a place where everything matters - most importantly, you. At Productboard, values aren't just something we like to talk about, they're something we live and breathe. We believe in creating a work environment where:
    • People feel empowered, supported, and included
    • Trust and transparency are built into the way we work
    • Creativity, curiosity, and continuous improvement are encouraged and nurtured every day
    Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open communication, we don't waste time on politics or ego. We champion openness by sharing our goals, success, and failures.

    Join colleagues who love what they do and who are invested in their work environment and the future of the company. Help shape our company, culture, and product
    Equal Opportunity Employer Statement

    We are an equal opportunity employer and champion equity. It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.

    #LI-SM1
    #LI-MidSenior
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