Customer Success Operations Manager

2 weeks ago

Hoboken, United States Pearson Education Services Full time
Job Description

As Customer Operations Manager (COM), you play a crucial role in ensuring our customers achieve success with Pearson's WFS products by collecting, managing and analyzing data to improve customer success operational efficiency and effectiveness. Your focus will be creating strategic programs that accelerate customer adoption of our products, tracking their success, and managing the operational needs of the Customer Success team while contributing to a culture of operational excellence.

The person in this role will be involved in:

Customer Success Organization

  • Create and maintain dashboards, views, and reports allowing insights to team performance and impact against our objectives.
  • Leverage AI to elevate post-sales customer experience and help customers adopt their solutions while improving customer success effectiveness and efficiency.
  • Analyze data, recommend improvements, and communicate efficiency and effectiveness of CS operations to CS leadership.
Process
  • Provide strategic direction on leveraging systems and tools to drive the business reporting and insights, regularly collect feedback from CS leaders and update playbooks and reporting as processes change.
  • Standardize customer journey across all customer types, automating wherever possible.
  • Ongoing communication, enablement, and governance of existing and new processes that impact CS organization, customers, and cross-functional partners (sales, product, marketing, finance)
  • Coordinate with the Implementation team to ensure a seamless transition from Sales to Implementation and from Implementation to Success.
  • Continuously improve existing low and high touch motions, journeys, and calls to action based on customer segment.
Systems
  • Manage our Customer Success Platform, including data management, building playbooks, dashboards, and training material.
  • Connect external systems and data sources to CRM tool with vision of creating a single source truth for the Customer Success organization.
  • Establish the basis for AI, develop content libraries that can be aligned with data.
  • Tech stack: Catalyst, Salesforce, Pendo, Zendesk, Productboard, Skilljar, Microsoft Office, Snowflake
What Will Set You Up for Success:
  • A self-starter, you will have the opportunity to build this role and define new practices and processes.
  • Experimental, you love to a/b test new strategies to drive customer adoption.
  • Operationally minded, you enjoy finding new ways to improve inefficiencies and automate processes.
  • Data-driven, you love to look at the data to drive your decision-making processes. You are proficient in SQL and Python.
  • Passionate about innovating new customer experiences.
  • Creative, resourceful, detail-oriented, and well-organized.
  • Ability to embrace the mentality of continuous improvement and actively contribute to the team process and procedure.
  • Flexible and willing to adapt processes, workflows, and customer management in an ever-changing environment.
  • Are coachable and receptive to feedback.
  • Willing to grow with amazing people who laugh a lot, own our mistakes, strive to be better, are open to feedback, and help each other.
  • A commitment to helping learners achieve their goals.
  • Key projects may include: establishing a process for measuring playbook effectiveness, establishing a process to capture and maintain key contacts, evaluating customer health scores, optimizing the sales-handoff process, identifying and integrating data across platforms, developing and maintaining customer success process documentation.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

The full-time salary range is between $90K-$100K.

  • Customer Success Operations Manager

    5 days ago

    Hoboken, United States Pearson Full time

    As Customer Operations Manager (COM), you play a crucial role in ensuring our customers achieve success with Pearson's WFS products by collecting, managing and analyzing data to improve customer success operational efficiency and effectiveness. Your focus will be creating strategic programs that accelerate customer adoption of our products, tracking their...

  • Customer Success

    5 days ago

    Hoboken, United States Moody's Full time

    Job DescriptionExperience Level: Experienced HireCategories:Corporate ServicesLocation(s):Waterfront Corporate Center Building II, 121 River Street, 12th Floor, Hoboken, New Jersey, 7030, USAt Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where...

  • Client Success Manager

    4 weeks ago

    Hoboken, United States Callfire Eztexting Full time

    EzTexting is seeking a strong candidate to join our Operations team. The Ops department here at EzTexting works closely to provide exceptional service to our customers. We also have a lot of fun along the way. We are looking for a new Client Success Manager to join us. We need talent of superb caliber to handle inquiries from our customers via phone, live...

  • Moody's RMS Graduate Program 2024

    5 days ago

    Hoboken, United States Moody's Full time

    Job DescriptionExperience Level: Early CareerCategories:Graduate & InternsLocation(s):Waterfront Corporate Center Building II, 121 River Street, 12th Floor, Hoboken, New Jersey, 7030, USAt Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone...

  • Event Operations Manager

    1 month ago

    Hoboken, United States Playbook Full time

    **About Playbook Sports**: At Playbook Sports, we're not just about software - we're about the excitement of sports, the thrill of events, and the magic of innovation. Our team comprises passionate individuals who live and breathe sports and are dedicated to creating extraordinary experiences through the solutions we provide. We're more than a company;...

  • Manager, Business Operations eCommerce

    2 days ago

    Hoboken, United States Walmart Full time

    Business Operations Manager, eCommerce Site Operations Locations: Hoboken NJ, Bentonville AR, San Bruno CA Want to help lead the way in redefining how we shop online? The Homepage Business Operations Manager is a critical thinker with a bias for action, who obsesses over the customer experience. You will be an integral part of the Homepage Site Operations...

  • R-1825745 Manager, Business Operations eCommerce

    1 week ago

    Hoboken, United States Walmart Full time

    Business Operations Manager, eCommerce Site Operations Locations: Hoboken NJ, Bentonville AR, San Bruno CA Want to help lead the way in redefining how we shop online? The Homepage Business Operations Manager is a critical thinker with a bias for action, who obsesses over the customer experience. You will be an integral part of the Homepage Site Operations...

  • R-1825745 Manager, Business Operations eCommerce

    2 weeks ago

    Hoboken, United States Walmart Full time

    Business Operations Manager, eCommerce Site Operations Locations: Hoboken NJ, Bentonville AR, San Bruno CA Want to help lead the way in redefining how we shop online? The Homepage Business Operations Manager is a critical thinker with a bias for action, who obsesses over the customer experience. You will be an integral part of the Homepage Site Operations...

  • Accounting Operations Manager

    2 weeks ago

    Hoboken, United States Co-Source Solutions Full time

    Position Description: The Accounting Operations Manager will be responsible for managing all aspects of accounting, including financial statements, reconciliations, month-end close and the annual audit. FP&A responsibilities include the annual budgeting process, monthly financial forecasting and operating plan variance analysis, and special projects. The...

  • Manager, Business Management, Operations

    4 weeks ago

    Hoboken, United States Walmart Full time

    Position Summary... What you'll do... The Manager of Business Management is a critical and strategic role supporting the Operations & Client Services organization at Walmart Connect. This role will report directly into the Senior Manager of Business Management of Operations & Client Services who is the strategic right-hand for the Vice President of...

  • Accounting Operations Manager

    2 weeks ago

    Hoboken, United States Vaco Recruiter Services Full time

    Job Title: Accounting Operations Manager Position Description: The Accounting Operations Manager will be responsible for managing all aspects of accounting, including financial statements, reconciliations, month-end close and the annual audit. FP&A responsibilities include the annual budgeting process, monthly financial forecasting and operating plan...

  • Accounting Operations Manager

    2 weeks ago

    Hoboken, United States Co-Source Solutions Full time

    Position Description: The Accounting Operations Manager will be responsible for managing all aspects of accounting, including financial statements, reconciliations, month-end close and the annual audit. FP&A responsibilities include the annual budgeting process, monthly financial forecasting and operating plan variance analysis, and special projects. The...

  • Marketing Operations Associate, Project Manager

    5 days ago

    Hoboken, United States Aquent Full time

    Must be located in San Bruno, CA or Hoboken, NJ - Hybrid Location: San Bruno, CA or Hoboken, NJ – Hybrid Job Overview: As the Marketing Operations Associate, you will play a crucial role in supporting the Marketing Operations Sr. Manager and ensuring seamless team operations, project management for P1 projects, and providing general support across the...

  • Accounting Operations Manager

    2 weeks ago

    Hoboken, United States Co-Source Solutions Full time

    Position Description:The Accounting Operations Manager will be responsible for managing all aspects of accounting, including financial statements, reconciliations, month-end close and the annual audit. FP&A responsibilities include the annual budgeting process, monthly financial forecasting and operating plan variance analysis, and special projects. The...

  • Accounting Operations Manager

    2 weeks ago

    Hoboken, United States Co-Source Solutions Full time

    Position Description:The Accounting Operations Manager will be responsible for managing all aspects of accounting, including financial statements, reconciliations, month-end close and the annual audit. FP&A responsibilities include the annual budgeting process, monthly financial forecasting and operating plan variance analysis, and special projects. The...

  • Ecommerce Customer Service Coordinator

    1 month ago

    Hoboken, United States RSVLTS, LLC Full time

    RSVLTS is a rapidly growing ecommerce apparel brand, celebrated for our unwavering commitment to customer satisfaction and our unique product offerings. Our team thrives on innovation, a dedication to our customers, and a spirit of collaboration that propels us forward. Located in the vibrant city of Hoboken, we are on the lookout to bolster our team with...

  • Accounting Operations Manager

    5 days ago

    Hoboken, United States Vaco Full time

    Job Title: Accounting Operations Manager Position Description: The Accounting Operations Manager will be responsible for managing all aspects of accounting, including financial statements, reconciliations, month-end close and the annual audit. FP&A responsibilities include the annual budgeting process, monthly financial forecasting and operating plan...

  • Manager, Business Operations Ecommerce

    1 week ago

    Hoboken, United States Walmart Full time

    Position Summary... What you'll do... Looking for a new role that will be both challenging and rewarding, then continue reading to see if this position grabs your interests. The Manager, Marketplace Business Operations role will be a key contributor to growing our US Marketplace Business. **You'll sweep us off our feet if: - You can lead and drive results...

  • Manager

    2 weeks ago

    Hoboken, United States Lornay II LLC Full time

    Job DescriptionJob DescriptionWe are currently in search of a lead-by-example Restaurant Manager to join our team! We are looking for an experienced and motivated Manager to join our team at our French restaurant in Hoboken, New Jersey. The ideal candidate will have experience managing a restaurant and a passion for the industry. The successful candidate...

  • Manager

    2 weeks ago

    Hoboken, United States Lornay II LLC Full time

    Job DescriptionJob DescriptionWe are currently in search of a lead-by-example Restaurant Manager to join our team! We are looking for an experienced and motivated Manager to join our team at our French restaurant in Hoboken, New Jersey. The ideal candidate will have experience managing a restaurant and a passion for the industry. The successful candidate...