- Operational Oversight: Own the operations of the Customer Success team, ensuring standardization and consistency in processes and procedures, while meeting the unique needs of each region.
- Process Improvement: Continuously improve and simplify the Customer Success team processes and procedures to enhance efficiency and effectiveness. Analyze existing internal and external systems to suggest areas for improved efficiency.
- Metrics and KPIs: Develop and utilize metrics and KPIs to measure the success of the CS regions and department and identify trends related to technical and feedback issues.
- Reporting: Generate reports of regional trends including, but not limited to top case types, outage frequency, 3rd party troubleshooting, age of cases, deployment-related issues, year over year insights, etc. Use the data to identify and resolve weak areas in operations. Interpret data to inform ways to optimize CS performance and the customer experience.
- Case Management Integrity: Maintain the integrity of case management practices, preventing bottlenecks and resolving workflow challenges across all service channels.
- Training: Ensure Regional Customer Success Managers lead training and coaching sessions with their teams to ensure operational excellence, based on developed customer journey.
- Collaboration: Participate in regional meetings with cross-functional teams/departments to share data insights and align strategies for a seamless customer experience.
- Team Leadership and Coaching: Coach a high-performing team of Regional Customer Success Managers and provide guidance to ensure their success and development.
- Product Knowledge: Participate in product training to build working knowledge of all products. Apply the knowledge of platform functionality and features to advise appropriate case resolution.
- System Integrations and Troubleshooting: Advise Customer Success team on best practices for the setup/rostering/integration process to ensure a smooth transition and successful initial setup. Ability to implement Single Sign On (SSO) and data integration solutions for new and existing clients. Translate technical resolutions into non-technical terms for districts via all service channels.
- Case Resolution: Ensures team can collect and solve technical issues related to SSO and data integration, through an agile resolution approach. Guides teams to lead district implementations, coordinating tasks, and planning implementation timelines. Organizes complex information and navigate large systems. Apply the knowledge of internal and external system functionality and features to appropriate case resolution.
- Other duties and responsibilities as assigned.
- Experience with data analysis and metrics development
- Strong ability to analyze data, identify trends, and recommend ways to optimize performance
- Project management skills are strongly recommended
- Uses good judgement, excellent time management and strong organizational skills
- Software integration and technical troubleshooting experience
- Strong technology aptitude
- Warm and hospitable written and oral communication skills
- Excellent analytical and problem-solving skills
- Experience implementing software projects and/or administering systems.
- Proven track record of strong leadership of high-performing teams of direct reports
- Proven ability to create, standardize, improve, and/or simplify processes using the success of the customer as the focal point
- Excellent problem-solving and conflict resolution abilities
- Strong communication and collaboration skills
- Must be successful at multi-tasking, setting priorities, and meeting deadlines
- Experience with CRM software and customer success tools
- Ability to understand the big picture and creatively execute according to established goals
- Exhibits professionalism, attention to detail and organization
- Uses a customer-first mindset in the approach to work; is proactive and adaptable
- Ability to work independently and as part of a team within a dynamic environment
- Seeks to create engagement, ownership, and accountability within a team through data and interpersonal skills
- Committed to continuous improvement
- Experience: Minimum of 5 years in Customer Success, Operations, or a related field, with at least 3 years in a managerial role.
- Education: Bachelor's degree in Business, Operations Management, or a related field. A Master's degree is a plus.
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Senior Manager of Customer Success Operations - Houston - Accelerate Learning
Description
The Senior Manager of Customer Success Operations is responsible for using a customer-first mindset to oversee and optimize the operations of the Customer Success regional teams. This role ensures standardization and consistency in processes and procedures, continuous improvement and maintenance of case management integrity, while meeting the unique needs of each region. The Senior Manager leads training and coaching sessions based on the customer journey, metrics, KPIs, and data-driven trends, fostering operational excellence. Additionally, they collaborate with cross-functional teams in regional meetings to align strategies and share insights. This position plays a crucial role in preventing workflow bottlenecks and resolving day-to-day challenges, ultimately enhancing the overall customer experience.
POSITION RESPONSIBILITIES
POSITION QUALIFICATIONS
Competencies/S kills:
Attributes:
Education and/or Experience:
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