Operations Manager for Customer Success

2 weeks ago

Monterey, California, United States Blue Yonder Full time
Overview

The primary objective of the Operations Manager is to support the Global Customer Success team in achieving scalable growth. You will play a vital role in defining customer success goals, strategies, tactics, and performance metrics for the global team.

In particular, your focus will be on enabling the team to meet operational objectives related to growth, revenue retention, customer advocacy, and Annual Recurring Revenue (ARR) through comprehensive reporting.

The Operations Manager will also spearhead the strategic vision, execution, and ongoing enhancement of the Gainsight platform to improve customer success outcomes.

This position requires collaboration with cross-functional teams to collect and prioritize requirements, ensuring that Gainsight aligns with the organization’s broader customer success ambitions.

The Operations Manager will utilize data and analytics to track platform performance, pinpoint areas for improvement, and implement enhancements that drive key metrics such as customer health, retention, and growth.

Scope

Ensure that ongoing enhancements to Gainsight are in line with the organization’s strategic objectives for customer success. This includes establishing the product vision, setting clear goals, and creating a roadmap that supports long-term business strategies.


Work collaboratively with various departments including Customer Success, Sales, Marketing, Data Analytics, and IT to gather requirements, prioritize features, and ensure that Gainsight meets the needs of all stakeholders.

Facilitate communication and coordination across teams to promote seamless integration and adoption of the platform.


Utilize data and analytics to develop, monitor, and assess results for Customer Success Manager (CSM) related initiatives and metrics such as customer health, attrition risk, growth opportunities, and customer advocacy.

Assist in the implementation of processes, programs, and tools to enhance the effectiveness of the CSM team. Identify inefficiencies and document potential improvements in current CSM operations.


Communicate key performance indicators (KPIs) to the global CSM team, team leaders, and senior management, and work effectively with stakeholders in Sales, Operations, Data Analytics, Finance, Renewals, Marketing, and other departments.


Establish and communicate a clear product vision and roadmap for Gainsight implementation and enhancements, ensuring alignment with business objectives and customer success goals.

Collaborate closely with the development team to ensure that the Gainsight platform is developed according to specifications. This includes drafting user stories, defining acceptance criteria, and participating in sprint planning and review sessions.

Continuously evaluate the performance and usage of Gainsight, leveraging data and analytics to identify areas for enhancement. Provide insights and recommendations to optimize the platform's effectiveness in achieving customer success metrics.

Serve as the primary contact for all Gainsight-related inquiries and updates.

Conduct regular training sessions and workshops to ensure stakeholders are proficient in utilizing Gainsight features and functionalities to drive customer success.


Act as a strategic partner for the CSM team, offering guidance and insights into customer health, attrition risks, growth opportunities, SaaS consumption, and adoption.

Leverage data and analytics to develop, lead, and assess results for CSM-related initiatives, programs, and campaigns.

Interpret data and provide ongoing reporting.

Assist in the deployment and ongoing maintenance of the Customer Success Platform (Gainsight, Salesforce, PowerBI).

Provide regular updates on customer success metrics and insights to leadership and stakeholders.

Collaborate cross-functionally with key stakeholders in Sales, Services, Operations, Data Analytics, Finance, Renewals, Marketing, Product, and others.
What We Are Looking For

5 years of experience in a Business Operations role.

Strong proficiency in Microsoft Office (Excel, PowerPoint).

Salesforce application/reporting expertise.

Experience with Gainsight.

Strong overall reporting and analytics capabilities.

Excellent written and verbal communication skills.

Highly organized with a proven ability to manage multiple tasks while maintaining high-quality outputs and meeting deadlines.

Analytical thinker with the capacity to simplify complex issues and processes.


Strong attention to detail in daily tasks and projects, while also understanding the broader impact of activities on other cross-functional teams.

Relevant experience in the technology sector (SaaS preferred).

Experience with MS Visio & PowerBI (Preferred).
Our Values

To understand the essence of a company, one must look at its values. Our values unite us and drive our success – and that of our customers.

Do your values align with ours? Discover more about our Core Values.

Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can all be proud of.

Explore Blue Yonder's inaugural Diversity Report, which outlines our commitment to change, and watch our video celebrating the differences among us as expressed by some of our associates from around the globe.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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