TechTarget
Customer Success Operations Manager
TechTarget, Newton, Massachusetts, United States, 02165
Customer Success Operations ManagerTechTarget (Nasdaq: TTGT)
is the global leader in purchase intent-driven marketing and sales services that deliver business impact for enterprise technology companies. With high-quality editorial content across more than 150 highly targeted technology-specific websites and 1,125 channels, TechTarget attracts technology buyers researching companies’ information technology needs. By understanding tech buyer content consumption, TechTarget creates the purchase intent insights that fuel effective marketing and sales activities for clients around the world.Essential Job Functions:Partner with key stakeholders across Customer Success to identify opportunities to drive process efficiency, better customer experience and increased customer retention and growth leveraging people, process and technology.Leverage CSM Management platform, as well as our CRM, Salesforce, to continuously improve and scale our day-to-day Customer Success operations.Understand the needs of our go-to-market organizations, translate those needs into clear sets of requirements and lead the effort to turn those requirements into viable solutions.Partner with leadership across Business Operations to ensure the cohesiveness of solutions across the quote-to-cash lifecycle and technology ecosystem.Facilitate the successful implementation of new processes to support driving adoption, building consensus and supporting end users.As a subject matter expert, lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes.Scope out and design operational support activities for new business lines.Create and maintain supporting documents and collateral that enable stakeholders.Support the maintenance and data integrity of our CSM Management platform and the entire customer success technology ecosystem.Develop and monitor accountability frameworks to ensure the business continues to follow best practices.Become a go-to expert on Customer Success data and goals.Front line day-to-day support for the Customer Success Management team, including data quality troubleshooting, process and workflow support, system performance and automation.Enablement and tool training for new team members.Flex when needed to support general operational excellence and continuous improvement activities in other disciplines across the quote-to-cash lifecycle.Knowledge, skills and abilities:Bachelor’s degree in business or information service preferred.1+ years of CSM platform administration experience preferred (e.g Gainsight/Totango/ChurnZero).1+ years of CSM or related job experience preferred.Proficiency in analytics/Excel.Well-developed analytical, diagnostic, and problem-solving skills.Experience designing process and workflows.Excellent written and verbal communication skills.Strong business and technical acumen.Experience establishing specifications for projects, developing project goals, phases, budgets and overall project management from inception to implementation.Comfortable working and multi-tasking in a fast-paced, dynamic environment with the ability to adapt to changing priorities.Ability to work both independently and collaboratively as necessary.TechTarget offers generous benefits
including Health, Dental, Vision and 401k plans. We also offer a flexible Open Leave Policy and 18 paid holidays.TechTarget may require applicants to satisfactorily complete a background check. TechTarget will consider your job duties, among other factors, in determining what constitutes satisfactory completion of the background check.Nondiscrimination PolicyTechTarget, Inc., including its subsidiaries, is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
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is the global leader in purchase intent-driven marketing and sales services that deliver business impact for enterprise technology companies. With high-quality editorial content across more than 150 highly targeted technology-specific websites and 1,125 channels, TechTarget attracts technology buyers researching companies’ information technology needs. By understanding tech buyer content consumption, TechTarget creates the purchase intent insights that fuel effective marketing and sales activities for clients around the world.Essential Job Functions:Partner with key stakeholders across Customer Success to identify opportunities to drive process efficiency, better customer experience and increased customer retention and growth leveraging people, process and technology.Leverage CSM Management platform, as well as our CRM, Salesforce, to continuously improve and scale our day-to-day Customer Success operations.Understand the needs of our go-to-market organizations, translate those needs into clear sets of requirements and lead the effort to turn those requirements into viable solutions.Partner with leadership across Business Operations to ensure the cohesiveness of solutions across the quote-to-cash lifecycle and technology ecosystem.Facilitate the successful implementation of new processes to support driving adoption, building consensus and supporting end users.As a subject matter expert, lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes.Scope out and design operational support activities for new business lines.Create and maintain supporting documents and collateral that enable stakeholders.Support the maintenance and data integrity of our CSM Management platform and the entire customer success technology ecosystem.Develop and monitor accountability frameworks to ensure the business continues to follow best practices.Become a go-to expert on Customer Success data and goals.Front line day-to-day support for the Customer Success Management team, including data quality troubleshooting, process and workflow support, system performance and automation.Enablement and tool training for new team members.Flex when needed to support general operational excellence and continuous improvement activities in other disciplines across the quote-to-cash lifecycle.Knowledge, skills and abilities:Bachelor’s degree in business or information service preferred.1+ years of CSM platform administration experience preferred (e.g Gainsight/Totango/ChurnZero).1+ years of CSM or related job experience preferred.Proficiency in analytics/Excel.Well-developed analytical, diagnostic, and problem-solving skills.Experience designing process and workflows.Excellent written and verbal communication skills.Strong business and technical acumen.Experience establishing specifications for projects, developing project goals, phases, budgets and overall project management from inception to implementation.Comfortable working and multi-tasking in a fast-paced, dynamic environment with the ability to adapt to changing priorities.Ability to work both independently and collaboratively as necessary.TechTarget offers generous benefits
including Health, Dental, Vision and 401k plans. We also offer a flexible Open Leave Policy and 18 paid holidays.TechTarget may require applicants to satisfactorily complete a background check. TechTarget will consider your job duties, among other factors, in determining what constitutes satisfactory completion of the background check.Nondiscrimination PolicyTechTarget, Inc., including its subsidiaries, is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
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