Senior Manager, Customer Success Operations

2 months ago

Little Ferry, United States Jamf Full time

At Jamf, people are at the core of everything we do. We do what’s right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple.

Jamf operates as a choice-based office model. Choose to work in the office, connect 100% remote from your home, or find the blend that works best for you.

What you’ll do at Jamf:

The Senior Manager of Customer Success Operations is responsible for the staffing, development and management of the Customer Success Operations team within the greater Customer Success department at Jamf. In addition to leading a team of Customer Success Operations professionals and managing the day-to-day operations of the team, this position oversees the prioritization, roadmap, and delivery of operational tooling and systems for all segments of the Jamf Customer Success team. This role must collaborate and interface with global leadership on the Customer Success team to ensure their customers and teams are served effectively. Additionally, this position must remain aligned with teams across the company and globe to ensure activities are properly supported throughout Jamf. The role is also expected to lead the team to develop new and innovative applications for our existing tools, with the goal of supporting internal teams toward the effort of increased customer adoption and retention.

What you can expect to do in this role:

Manage a team of Customer Success Operations professionals Provide day-to-day direction, coaching, and mentorship to team Maintain constant alignment across Customer Success leadership team to appropriately prioritize the needs of Jamf customers Prioritize tasks & projects assigned to the Customer Success Operations team in alignment with the global strategic vision from senior leadership Develop and maintain a roadmap for the Customer Success Operations team Ensure global collaboration with leadership across key departments (Customer Success, Marketing, Product, Support, Revenue, and others) Set clear goals, and review and measure effectiveness of team activities Communicate and celebrate work completed by the team Maintain the necessary reports and other tools used to analyze engagement & effectiveness of activities Exercise strong judgement in determining how the team can best support Jamf customers and internal teams Maintain domain expertise in Customer Success Operations to ensure operational excellence and constant innovation Ensure internal documentation and enablement surrounding activities is current and effective Ensure all activities are properly localized to maximize the impact on Jamf customers Proactively seek input to continuously improve operations and the experience of Jamf customers and employees Other duties and special projects as assigned

What we are looking for:

Minimum of 5 years’ experience successfully leading others (Required) Minimum of 5 years of experience making reports or dashboards in Gainsight, Salesforce or equivalent experience (Required) Minimum of 5 years of experience with project management, agile, sprint work, or related roadmap development & execution, or equivalent experience (Preferred) Minimum of 3 years of experience using Gainsight CSM, or equivalent experience (Preferred) Minimum of 3 years of experience in SaaS or Enterprise Software (Required) Ability to communicate technical topics to both technical and non-technical audiences (Required) Salesforce.com experience (or alternative CRM platform) (Required) Minimum of 1 years of experience with Data Analysis or Data Management, or equivalent experience (Preferred) Agile or other related sprint management training (Preferred) Experience relating to Managing Information Systems, Management, Mass Communication, or Organizational Communication, or equivalent experience (Preferred) Gainsight experience (Preferred) 4 year / Bachelor's degree or equivalent experience (Preferred) Relevant Certifications: Gainsight Customer Success Operations Certified Professional, Gainsight Customer Success Leader Certified Professional, Jamf Certifications A combination of relevant experience and education may be considered

How we help you reach your best potential:

Named a 2022 Best Workplace in Technology by Great Place to Work and Fortune Magazine Named a 2023 Best Workplaces for Women by Great Place to Work and Fortune Magazine Named a 100 Best Companies to Work For by Great Place to Work and Fortune Magazine We know that big ideas can come from anyone, so we empower everyone to make an impact. Our 90% employee retention rate agrees You will have the opportunity to make a real and meaningful impact for more than 70,000 global customers with the best Apple device management solution in the world. We put people over profits – which is why our customers keep coming back to us. Our volunteer time off allows employees to support and give back to our communities. We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful. 22 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes). Over 100,000 Jamf Nation users, the largest online IT community in the world.

What is a Jamf?

You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are curious and resourceful, a problem-solver, self-driven and constantly improving. You are excited by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You’re not a jerk. You are someone who cares about doing the right thing.

What does Jamf do?

Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf’s purpose is to simplify work by helping organizations manage and secure an Apple experience that end-users love and organizations trust.

We are free-thinkers, can-doers and problem crushers with a passion for helping customers empower their workforce to focus on their jobs, not the hassles of managing technology – freeing nurses to care, teachers to teach and businesses to thrive. We have over 2,500 employees worldwide who are encouraged to bring their whole selves to work each and every day.

Get social with us and follow the conversation at #OneJamf

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