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Customer Operations Manager

2 months ago

McLean, United States C3 AI Full time

C3.ai, Inc. (NYSE:AI) is a leading Enterprise AI software provider for accelerating digital transformation. The proven C3 AI Platform provides comprehensive services to build enterprise-scale AI applications more efficiently and cost-effectively than alternative approaches. The C3 AI Platform supports the value chain in any industry with prebuilt, configurable, high-value AI applications for reliability, fraud detection, sensor network health, supply network optimization, energy management, anti-money laundering, and customer engagement. Learn more at: C3 AI

C3 AI has an opening for a Customer Operations Manager to join us at our office in Tysons, VA. As an integral member of the Customer Operations team, the Customer Operations Manager will manage and optimize critical business processes to enable customer success supporting a global team.

A Customer Operations Manager works closely with the Pre-Sales, Project Management, Customer Oversight, Engineering, Data Science, and Finance teams to track key metrics, provide data insights, and support the execution of high-value, time-constrained projects with new and existing customers.

Responsibilities:

  • Customer Operations:
    • Define and track key performance indicators for projects and customer accounts, supporting program oversight and management
    • Improve and implement operations processes within customer-facing departments, driving change management and facilitating company scaling
    • Unify data from disparate sources and conduct analyses to generate actionable insights for leadership
    • Develop, maintain, and publish business intelligence dashboards
    • Manage time-tracking software for accurate analysis of project and resource allocations
    • Support department and company-level planning cycles, tracking goal achievement, and preparing materials for leadership review
    • Collaborate with the Finance and Revenue teams to track customer contracts, forecast services revenue, and assist with financial reporting requirements
  • Resource Management:
    • Develop and maintain resource allocation strategies to optimize utilization across projects.
    • Collaborate with project managers to understand resource needs and allocate resources accordingly.
    • Monitor resource availability and proactively address resource conflicts or constraints.
    • Track and report on resource utilization metrics to stakeholders.
    • Partner with executive leadership to forecast resource needs based on project pipelines and strategic initiatives.
    • Continuously improve resource management processes and tools to enhance efficiency.
    • Ensure compliance with company policies and procedures related to resource allocation.
Qualifications:
  • 4+ years of relevant work experience in customer services/success operations, business operations, or similar roles
  • Bachelor's degree in Business, Finance, or related field of study
  • Clear and concise communication skills - both written and verbal
  • Proficiency in Excel, PowerPoint, and a major BI tool (PowerBI, Looker, Tableau, etc.)
  • Strong analytical, reporting, and process development skills
  • Self-starter, problem-solver, detail-oriented, and a team player
  • Nice to have experience with:
    • Project staffing and resource allocation management
    • Revenue forecasting and financial reporting

Candidates must be authorized to work in the United States without the need for current or future company sponsorship.

C3 AI is proud to be an Equal Opportunity and Affirmative Action Employer. We do not discriminate on the basis of any legally protected characteristics, including disabled and veteran status.