The Customer Success Operations Manager at Spendesk will be responsible to support, enable and drive the CS team to better serve, educate and upsell customers more efficiently! The ideal candidate will have a strong analytical background, a customer related experience (Account Management/Customer Success), running a CRM system and related tools stack, experience creating reports and dashboards and a strong business intuition to guide analysis.

Missions

CRM & Tools Management: 🛠

• Responsible for overseeing and improving CS operations processes, to maximise CS effectiveness and productivity
• Proactively monitor and maintain a high level of quality, accuracy, and process consistency in CS data
• Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and high NPS

CS Performance : 📈

• Provide to each teammate a way to track and analyse his activity and performance
• Perform in-depth analysis for major CS initiatives and feature launch
• Detect early signals of at-risk accounts, design playbooks for CSMs to address them, and provide path to escalation
• Coordinate CS forecasting, planning and team target setting in conjunction with Head of CS

CS Enablement : 📕

• Building out comprehensive onboarding for new joiners as well as a training programme for established CS team members
• Working with the CS Enablement to develop and maintain up-to-date pitch decks and case studies

• Analytical profile
• Attention to details
• Outstanding communication & listening skills
• Taking ownership and help CS efforts on his scope
• Intelligence - quick learner, ability to quickly and proficiently understand and absorb new information
• Get shit done attitude (have already launch a company/side project)
• A previous experience in data management is a plus (Excel Expert, SQL is a plus)

Your personality

• You are a LEARNER: quick learner, ability to quickly and proficiently understand and absorb new information
• You are a DOER: “tomorrow” is not part of your vocabulary. You get shit done
• You are an ARCHITECT: you thrive for building scalable process that are not blown down with the first “huff and puff”

1. Preliminary call with a member of the recruiting team
2. Interview with the recruiting team
3. Practical Test with CS and Data team
4. Interview with Rod, our CEO