Operations Manager, Customer Success - Remote, United States - Interplay Learning

Description

Interplay Learning sits at the intersection of EdTech, Virtual Reality, and Enterprise Software as it modernizes Learning Management & Content Systems throughout the skilled trade industries.

Since 2016, Austin-based Interplay Learning has been building better training, better careers and better lives for its customers and their employees.

Our award-winning online and VR training for the essential skilled trades, including HVAC, Plumbing, Electrical, Solar, Multi-Family Maintenance and Facilities Maintenance workforces, is scalable and more effective than traditional training methods. By leveraging immersive learning technology, Interplay's customers are able to train and practice hands-on learning from a desktop, phone, tablet, or in virtual reality. The result is a highly trained employee who is job-ready in weeks, not years.

Our digital experiential learning platform, SkillMill, conveniently turns any space into a training lab with its short video courses, 3D simulations, knowledge checks, coaching, community, and connectivity.

Awards & Recognition:

• Backed by best-in-class VC's, we are positioned for exciting growth
• Forbes 2024, America's Best Startup Employers
• Built-In, Best Midsize Places to Work In Austin 2023 & 2024
• Fast Company's World Changing Ideas Awards in the Education, General Excellence, and On the Rise categories

Position: Customer Success Operations Manager

The Customer Success (CS) Operations Manager is responsible for overseeing and improving the technology that supports our CS team of about 30 employees (includes Technical Support, Implementation and Account Management). You will report to the Director of Customer Success Operations and be part of a small ops team.

You will be responsible for developing and implementing processes that streamline the work of the CS team, ultimately providing our customers with a world-class experience.

CS at Interplay owns post sale customer satisfaction but also customer renewals and expansion. This role is ideal for someone with experience working with software integrations, has a deep understanding of data, and a passion for making a positive impact. If you have similar experience in Sales or Revenue Ops, we would love to consider you.

Please note this position requires data extraction, data analysis and expert use of Microsoft Excel/Google Sheets. Technical skills related to Hubspot integration, dashboards and reporting is required. See "What you'll do" for further details.

Why this position:

• Meaningful, impactful work
• Mission-driven company
• Passionate, collaborative team
• Drive business growth and customer loyalty
• Innovative product - EdTech, VR, AI

What you'll do:

• Manage the existing Customer Success technology stack:
  • Support the ongoing integration between the CRM, Customer Success software, and Interplay's proprietary platform.
  • Manage the Customer Success automations and workflows within the CRM and Customer Success software
  • Design and build the ideal configuration and layout for the Customer Success software
  • Repair data anomalies and integrations
  • Collect, analyze, and interpret data relating to the customer success team and their customers
  • Identify opportunities for process improvement and suggest new strategies that will lead to improved efficiencies in the utilization of these platforms
  • Develop digital dashboards representing the metrics relevant to multiple audiences, from the customer success team to the Executive and Board levels
  • Integrate the needs of the Customer Success Account Managers, fueling efficiency and supporting their work
  • Report on Customer Success data for cross-functional teams as needed
  • Empower the Customer Success team in making data-driven decisions
  • Research, recommend, and implement AI into Customer Success Operations

Who You Are:

• Data-Driven: Analytical, detail-oriented, slicer-and-dicer able to collect, organize, analyze, and disseminate significant amounts of data
• Organizer: Excellent organizational skills to manage multiple platforms, internal support requests, and objectives simultaneously
• Strategic: Ability to manage day-to-day activities towards a big-picture vision
• Collaborator: Demonstrated experience collaborating effectively with multiple team members, understanding their needs, and communicating and documenting changes
• Process Oriented: A thorough understanding of how to interpret and implement detailed process maps, gap analysis, and related support materials that represent operational processes and workflows
• Documentation Driven: Expertise in creating, compiling and managing documentation in support of the customer success team
• Thrive in a fast-paced and rapidly adapting environment
• Comfortable managing ambiguity, able to create your own clarity
• Excellent verbal and written communication skills
• Understanding of customer service operations and principles

Requirements:

• 2+ years in a Customer Success Operations, Sales Operations, Revenue Operations or similar role
• Bachelors' Degree or equivalent experience
• Experience implementing and maintaining HubSpot or Salesforce as a CRM
• Strong knowledge of and experience with Excel and/or Google Sheets, with the ability to utilize advanced functions and formulas, pivot tables, VLOOKUP, and visualizations
• Experience implementing and maintaining other SaaS platforms, especially Customer Success engagement tools such as ChurnZero
• Ability to utilize Retool for queries and reports
• Proficient in using project management software and tools
• Ability to learn new technologies quickly
• Candidates must be authorized to work in the United States for any employer without stipulations and be residents of the United States.

Pay: up to $87,000 + eligible for up to 5% bonus

If you are excited about the opportunity and think your skills are a good match, please apply regardless of pay listed. Application will ask you for desired compensation.

Interplay Learning Ethos:

At Interplay, we love what we do. We embrace our daily challenge to push technological limits to invent better ways to make learning easier and training more powerful. We attract passionate people and invite spirited discourse. We celebrate that our jobs fit our lives, not the inverse. We are uncompromising in our belief that together: we can build better training, build better careers and build better lives for customers and our team.

Company Benefits:

• Remote-first culture and flexible hours
• Learning resources and annual learning reimbursement
• Family-friendly policies
• Generous vacation policy includes 3 weeks of PTO, 1 week Winter Break, holidays and sick days
• Medical, vision and dental insurance coverage
• 401k
• Private company stock options
• Mental health and wellness resources
• Virtual/in person social events

Diversity Statement

At Interplay Learning, diversity and inclusion are fundamental to who we are and how we operate our business. We're building a diverse workforce that cultivates and supports all individuals for the betterment of each other, our company, and our customers. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Interplay Learning commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.

We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Interplay Learning is an equal opportunity employer and welcomes everyone to our team. If you need any reasonable accommodation at any point in the application or interview process, please let us know.

Equal Employment Opportunity

Interplay Learning is committed to providing equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state and local laws.