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Senior Manager of Customer Success Operations
2 months ago
Mimecast Customer Excellence Operations is looking for a Senior Manager of Customer Success Operations focused on overseeing and optimizing the operational aspects of customer success initiatives and software subscription renewals to drive customer satisfaction, retention, and revenue growth. The role is responsible for executing customer success strategies, managing renewal processes, and enhancing operational efficiency.
What You'll Do
Process Optimization: Continuously improve and streamline customer success and renewal operations processes to enhance efficiency, scalability, and customer experience. Continuously improve and refine renewal operations, reducing manual work, automating tasks, and enhancing system capabilities to achieve operational excellence and forecasting accuracy.
Data Analysis: Utilize data analytics to identify trends, insights, and opportunities for improving customer success outcomes and renewal rates.
Forecasting: Implement advanced forecasting models and methodologies to predict renewal rates, revenue, and customer behavior, enabling proactive decision-making.
Cross-functional Collaboration: Collaborate closely with sales, marketing, product, and support teams to align efforts and ensure a cohesive customer experience across the customer lifecycle.
Reporting and Metrics: Establish and track key performance indicators (KPIs) related to customer success, renewal rates, and operational efficiency, providing regular reporting to senior management.
Operations Strategy: Develop and implement operational strategies to streamline and optimize the subscription renewal process, with a focus on efficiency and effectiveness including accurate forecasting.
What You'll Bring
Bachelor's degree in business, operations management, or a related field (MBA preferred)
Extensive experience in operations management, with a focus on subscription renewal operations in a software or SaaS environment, including forecasting
Strong operational leadership skills, including process optimization and resource allocation
Proficiency in data analysis tools and workflow management systems
Knowledge of compliance standards and regulations applicable to subscription renewals
Excellent communication and interpersonal skills
Ability to develop and track operational KPIs including those related to forecasting accuracy
Continuous improvement mindset with a focus on operational efficiency and accurate forecasting
What We Bring
As you optimize processes and lead the team to operational excellence, you'll not only thrive in our dynamic environment but also receive robust support for your professional development. Your contributions will be integral to Mimecast's continued leadership in cybersecurity and email management, ensuring that your impact resonates across the organization and beyond.
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DEI Statement
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.
If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
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