Customer Success Operations Manager Post Sales London, United Kingdom
- London
- Permanent
- Full-time
- Strategic Planning and Execution:
- Develop and implement standard methodologies for customer success operations.
- Set and track clear goals, KPIs, and metrics to measure success.
- Data Analysis and Reporting:
- Collect, analyze, and interpret customer data.
- Use data insights to inform strategies and predict trends that improve customer retention and increase growth opportunities.
- Cross-Functional Collaboration:
- Work with sales, account managers, and Technical Account Managers (TAMs) to create account plans that deliver meaningful outcomes.
- Ensure cohesion and alignment with overall business objectives.
- Customer Feedback Loop:
- Implement and maintain a feedback loop to gather customer insights.
- Analyze feedback and use it to improve services and customer experience.
- Training and Development:
- Create training materials and provide ongoing education for customer success teams.
- Ensure teams are up-to-date with best practices and tools.
- Analytical Skills:
- Ability to analyze data and make data-driven decisions.
- Process Optimization:
- Skills in streamlining processes and implementing improvements.
- Technical Proficiency:
- Familiarity with customer success tools and technologies.
- Communication Skills:
- Strong verbal and written communication skills.
- Project Management:
- Ability to manage multiple projects and set priorities.
- Interpersonal Skills:
- Strong interpersonal skills to build relationships and foster collaboration.
- Problem-Solving Skills:
- Ability to identify issues and develop effective solutions.
- Leadership Skills:
- Capability to lead and motivate customer success teams.
- Educational Background:
- Bachelor's or Master's degree in Business Administration, Marketing, Management, or a related field
- Experience:
- Proven experience in customer success, operations management, or a similar role
- Extensive experience in customer success operations or related leadership roles
- Technical Skills:
- Familiarity with customer success systems and tools
- Strong understanding of customer journey mapping and experience optimization
- Analytical Skills:
- Ability to analyze data and make data-driven decisions
- Experience with performance tracking and reporting tools
- Communication Skills:
- Excellent verbal and written communication skills
- Strong interpersonal skills to build relationships and foster collaboration
- Leadership and Management Skills:
- Strong leadership and team management skills
- Proven track record of driving customer success and satisfaction
- Problem-Solving and Project Management:
- Strong problem-solving skills and the ability to develop effective solutions
- Project management skills to manage multiple projects and set priorities