Customer Success Operations Manager

5 days ago

Austin, Texas, United States WalkMe Full time
Job Title: Customer Success Operations Manager

WalkMe is a leading provider of Digital Adoption Platforms (DAPs) that empower businesses to realize the full potential of technology. We are seeking a highly skilled Customer Success Operations Manager to join our team.

Job Summary:

The Customer Success Operations Manager will be responsible for establishing an efficient approach to Customer Success Operations, influencing and applying standard process methodologies for the Customer Success function within the Customer Success Group. This role will also involve implementing change management strategies, driving processes and policy development that scale.

Key Responsibilities:
  • Develop operational procedures for the CSG Customer Success organization
  • Work with and communicate changes to the senior team members globally across our Operations, Customer Success, Services, Renewals, Sales and Product teams
  • Review current policies, identify gaps and help improve processes so that our remote teams can stay current as our business grows and changes
  • Establishing and enforcing standards of excellence across the Customer Success organization
  • Align CSG Ops objectives with Customer Success organization's strategic goals
  • Driving the development and implementation of Customer Success best practices, Operational Procedures, and innovative strategies
  • Providing expert guidance to various teams and departments within the Customer Success organization
  • Evolve our customer journey to better leverage digital and scaled motions, through reimagined processes, technology, and data
  • Ensuring compliance with relevant standards, and Customer Success organizational policies
  • Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Customer Success Function Leadership team
  • Partner with the Infosystems team to develop/maintain functionality in our Customer Success Tech Stack toolsets
  • Identifying and managing risks that could impact the Customer Success organization's performance
  • Identify and measure areas of operational improvements to increase customer value
  • Help troubleshoot operational issues as they surface; propose changes to processes
  • Create ad hoc analysis, reporting, and presentations
Requirements:
  • Must have 3+ years experience in an operations capacity, working in or supporting Customer Success organizations (CSMs, Scaled and Digital), with a focus in retention, renewals, and expansions
  • Must have 2+ years experience working with a Customer Success Platform (Gainsight, Planhat, Catalyst, Totango or similar)
  • Proven experience in SFDC and its business data structure
  • Proven experience redesigning journey touchpoints to incorporate digital touchpoints to drive more scale across all segments or within specific segments
  • Seasoned analytics; data analysis and reporting for leadership. GTM Dashboard/reporting interpreting, buildup facilitation and maintenance
  • Experience working with Tableau, or BI tools
  • CS, Scaled & Digital Success department performance KPIs
  • Customer Health, Risk Management, and trending modeling to foster renewal and expansion
  • Project management and change management skills
  • Experience influencing and leading a team toward achieving goals
  • Problem-solving skills with the ability to conduct qualitative and quantitative analysis
  • Team player that operates with the highest level of integrity
  • Knowledge in building models for predicting renewals and churn based on correlated data a plus
What We Offer:
  • A dynamic and inclusive work environment
  • Flexible work arrangements
  • Comprehensive health care coverage for our employees and families
  • 401(k) program with company matching (up to $5,000)
  • Vacation policy to encourage a healthy work-life balance
  • Opportunities for career development through our career compass offering
About WalkMe:

WalkMe is a leading provider of Digital Adoption Platforms (DAPs) that empower businesses to realize the full potential of technology. We are committed to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives.

We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation.

We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.

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