OPERATIONS MANAGER – CUSTOMER SUCCESS

Blue Yonder Title.
Operations Manager – Customer Success Overview.
The Operations Manager – Customer Success mission is to help the Global Customer Success team scale.
You will be a trusted partner in defining customer success objectives, strategy, tactics, and reporting for the global Customer Success team.
Specifically, the Operations Manager – Customer Success will support and enable the global Customer Success team in achieving operational targets through reporting in terms of expansion, revenue retention, referenceability, and ARR.
Scope.
Leverage data and analytics to develop, track, and measure results for CSM related initiatives and metrics such as customer health, attrition risk, expansion opportunities, referenceability, and more.
Tools.
Gainsight, Salesforce, PowerBI, Excel Support the rollout of processes, programs, and tools to improve the CSM team's effectiveness.
Identify bottle necks and document potential improvements in current CSM operations.
Tools.
Gainsight, MS Visio Ability to communicate KPIs to the global CSM team, team leaders, VP and CVP of CS.
Additionally, comfortably working with stakeholders in Sales, Operations, Data Analytics, Finance, Renewals, Marketing, DX, and others.
Tools.
PowerPoint, Excel What you’ll do.
Act as a business partner for the CSM team, providing guidance and insights into customer health, attrition risks, expansion opportunities, SaaS consumption, and adoption.
Leverage data and analytics to develop, lead, and measure results for CSM related initiatives, programs, and campaigns.
Interpret data and provide ongoing reporting.
Aid in the deployment and ongoing hygiene of Customer Success Platform (Gainsight, Salesforce, PowerBI) Provide regular updates on customer success metrics and insights to leadership and stakeholders.
Support the rollout of processes, programs, and tools to improve the CSM team’s effectiveness.
Collaborate cross-functionally with major stakeholders in Sales, Services, Operations, Data Analytics, Finance, Renewals, Marketing, Product, and others.
What we are looking for.
3-5 Years experience in a Business Operations capacity Strong experience with Microsoft Office (Excel, Power Point) Salesforce application/reporting skills Strong overall reporting/analytics skills Excellent written and verbal communication skills Organized with proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time.
Analytical thinker with the ability to break down complicated issues and simplify complicated processes.
Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams.
Relevant experience in technology industry (SaaS preferred) Experience with Gainsight (Preferred) Experience with MS Visio & PowerBI (Preferred) #LI-Remote Our Values If you want to know the heart of a company, take a look at their values.
Ours unite us.
They are what drive our success – and the success of our customers.
Does your heart beat like ours? Find out here.
Core Values Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of.
Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Who are we? We are a proven, passionate bunch of disruptors.
Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet.
Collaboration, respect, and a great work-life balance earned us the title of \"Best Place to Work- Employees' Choice\" by Glassdoor.
Our people are smart, creative, rock stars with over 400 patents and people years of domain expertise.
What do we do? Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment.
Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand.
With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences.
Blue Yonder - Fulfill your Potential.
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om “Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc.
Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc.
Blue Yonder, Inc.
N Scottsdale Rd, Ste 400 Scottsdale, AZ