Customer Success Operations Manager

3 weeks ago

Massachusetts, United States TechTarget Full time
Customer Success Operations Manager

At TechTarget, we're seeking a highly skilled Customer Success Operations Manager to join our Business Operations team. This role will partner with stakeholders across the business to drive operational excellence in Customer Success.

Key Responsibilities:
  • Partner with key stakeholders to identify opportunities to drive process efficiency, better customer experience, and increased customer retention and growth.
  • Leverage CSM Management platform and CRM to continuously improve and scale our day-to-day Customer Success operations.
  • Understand the needs of our go-to-market organizations and translate those needs into clear sets of requirements.
  • Lead the effort to turn those requirements into viable solutions.
  • Partner with leadership to ensure the cohesiveness of solutions across the quote-to-cash lifecycle and technology ecosystem.
  • Facilitate the successful implementation of new processes to support driving adoption, building consensus, and supporting end users.
  • Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes.
  • Scope out and design operational support activities for new business lines.
  • Create and maintain supporting documents and collateral that enable stakeholders.
  • Support the maintenance and data integrity of our CSM Management platform and the entire customer success technology ecosystem.
  • Develop and monitor accountability frameworks to ensure the business continues to follow best practices.
  • Become a go-to expert on Customer Success data and goals.
  • Provide front-line day-to-day support for the Customer Success Management team, including data quality troubleshooting, process and workflow support, system performance, and automation.
  • Enablement and tool training for new team members.
Requirements:
  • Bachelor's degree in business or information service preferred.
  • 1+ years of CSM platform administration experience preferred.
  • 1+ years of CSM or related job experience preferred.
  • Proficiency in analytics/Excel.
  • Well-developed analytical, diagnostic, and problem-solving skills.
  • Experience designing process and workflows.
  • Excellent written and verbal communication skills.
  • Strong business and technical acumen.
  • Experience establishing specifications for projects, developing project goals, phases, budgets, and overall project management from inception to implementation.
  • Comfortable working and multi-tasking in a fast-paced, dynamic environment with the ability to adapt to changing priorities.
  • Ability to work both independently and collaboratively as necessary.
About TechTarget:

TechTarget is the global leader in purchase intent-driven marketing and sales services that deliver business impact for enterprise technology companies. We offer a flexible Open Leave Policy and 18 paid holidays, as well as active programs to assist in assimilating new hires and to encourage and support growth.

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