Planisware
Customer Success Operations Manager
Planisware, San Francisco, California, United States, 94199
Planisware is a global provider of Project Portfolio Management software solutions designed to support product development, engineering, and IT business processes.
We have been dedicated to helping our customers drive strategic and innovation excellence, make confident business decisions, and increase portfolio value for over 20 years. Today, over 500 organizations worldwide rely on Planisware solutions to manage their projects, resources, and portfolios. A global organization, Planisware offices are located in the United States, Canada, United Kingdom, Germany, France, and Japan.What you'll do
The Customer Success Operations Manager will play a crucial role in enhancing the efficiency and effectiveness of the Customer Success team. This individual will work closely with Customer Success Managers (CSMs) to streamline processes, analyze data, and implement systems that support our goal of ensuring customer satisfaction, retention, and continuous expansion. The ideal candidate is analytical, detail-oriented, collaborative, obsessed with operational efficiency, and passionate about improving customer experiences.ResponsibilitiesProcess Improvement: Develop, implement, and optimize processes to improve the Customer Success team’s efficiency and effectiveness.Best Practices: Continuously document and share the latest in our Customer Success strategy through playbooks and information sessions.Continuous Improvement: Track feedback and assess risks and opportunities to continuously improve our enablement strategy.Data Management: Collect, analyze, and report on customer data to provide insights and recommendations to the Customer Success team.Systems Data Administration: Maintain data in Customer Success tools and systems (e.g., Salesforce, ticketing, PSA, analytics tools, Highspot) to ensure they are used effectively.Onboarding Support: Assist in the onboarding of new Customer Success Managers by ensuring that all necessary resources and documentation are provided.Performance Metrics: Track and report on key performance indicators (KPIs) for the Customer Success team to identify trends and areas for improvement.Cross-Functional Collaboration: Work with other departments (e.g., Sales, Marketing, SaaS) to accelerate cross-functional activities and deliverables.Training: Provide training and support to CSMs on tools, processes, and best practices.What is expected from you
QualificationsBachelor’s degree in Business, Marketing, Data Analytics, or a related field.3+ years of experience in a Customer Success Manager, Customer Success Operations Manager, or similar role, preferably in an Enterprise SaaS environment.Experience working on complex programs with cross-functional activities and deliverables.Preferred SkillsStrong analytical skills with the ability to interpret data and make data-driven decisions.Proficiency with Microsoft Office suite, Salesforce, and Planisware tools preferred.Excellent organizational and project management skills.Exceptional communication (written and spoken) and interpersonal skills.Strong problem-solving skills and attention to detail.Strong work ethic and ability to work efficiently in autonomy.Knowledge of best practices in Customer Success, especially in Enterprise Software.Ability to think in terms of long-term systems and continuous improvement.
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We have been dedicated to helping our customers drive strategic and innovation excellence, make confident business decisions, and increase portfolio value for over 20 years. Today, over 500 organizations worldwide rely on Planisware solutions to manage their projects, resources, and portfolios. A global organization, Planisware offices are located in the United States, Canada, United Kingdom, Germany, France, and Japan.What you'll do
The Customer Success Operations Manager will play a crucial role in enhancing the efficiency and effectiveness of the Customer Success team. This individual will work closely with Customer Success Managers (CSMs) to streamline processes, analyze data, and implement systems that support our goal of ensuring customer satisfaction, retention, and continuous expansion. The ideal candidate is analytical, detail-oriented, collaborative, obsessed with operational efficiency, and passionate about improving customer experiences.ResponsibilitiesProcess Improvement: Develop, implement, and optimize processes to improve the Customer Success team’s efficiency and effectiveness.Best Practices: Continuously document and share the latest in our Customer Success strategy through playbooks and information sessions.Continuous Improvement: Track feedback and assess risks and opportunities to continuously improve our enablement strategy.Data Management: Collect, analyze, and report on customer data to provide insights and recommendations to the Customer Success team.Systems Data Administration: Maintain data in Customer Success tools and systems (e.g., Salesforce, ticketing, PSA, analytics tools, Highspot) to ensure they are used effectively.Onboarding Support: Assist in the onboarding of new Customer Success Managers by ensuring that all necessary resources and documentation are provided.Performance Metrics: Track and report on key performance indicators (KPIs) for the Customer Success team to identify trends and areas for improvement.Cross-Functional Collaboration: Work with other departments (e.g., Sales, Marketing, SaaS) to accelerate cross-functional activities and deliverables.Training: Provide training and support to CSMs on tools, processes, and best practices.What is expected from you
QualificationsBachelor’s degree in Business, Marketing, Data Analytics, or a related field.3+ years of experience in a Customer Success Manager, Customer Success Operations Manager, or similar role, preferably in an Enterprise SaaS environment.Experience working on complex programs with cross-functional activities and deliverables.Preferred SkillsStrong analytical skills with the ability to interpret data and make data-driven decisions.Proficiency with Microsoft Office suite, Salesforce, and Planisware tools preferred.Excellent organizational and project management skills.Exceptional communication (written and spoken) and interpersonal skills.Strong problem-solving skills and attention to detail.Strong work ethic and ability to work efficiently in autonomy.Knowledge of best practices in Customer Success, especially in Enterprise Software.Ability to think in terms of long-term systems and continuous improvement.
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