Marigold · 2 days ago

Program Manager, Customer Operations

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Collaborate with the Chief of Staff to the CRO and VPs of Customer Success to run the at-risk program to identify and solve customer at-risk themes.

Implement strategies for monitoring the health of the customer base, including developing early warning indicators for potential churn and proactively intervening to address issues.

Pinpoint project opportunities to boost customer engagement, satisfaction, and retention.

Execute initiatives designed to maximize customer value and foster long-lasting relationships.

Manage operational tools for analyzing trends and streamlining customer data.

Analyze customer data to identify trends, measure at-risk program effectiveness, and inform decision-making.

Utilize data to make changes to current Customer Operations and Success programs.

Utilize customer feedback and insights to identify trends, pain points, and improvement areas.

Work alongside Customer Success, Services, Support, and Product teams to ensure alignment and support for customer success initiatives.

Monitor and evaluate the success of initiatives, making adjustments to strategies as needed.

Lead efforts to map the entire customer journey, identifying pain points, opportunities for improvement, and areas where customer success initiatives can make the most impact.

Develop strategies to turn satisfied customers into advocates.

Qualification

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Customer OperationsProgram ManagementData InterpretationCross-Functional ProjectsCRM Systems (Salesforce)Problem-SolvingCommunicationInterpersonal SkillsAdaptabilityPassion for Customer SuccessSaaS industry experienceProject ManagementPMP certificationAgile certification

Required

Bachelor's degree in Business Administration, Marketing, or a related field; MBA or equivalent experience is preferred.

A minimum of 5-7 years of experience in customer operations and / or success, program management, or similar roles.

Strong analytical abilities with a knack for interpreting data and translating it into actionable insights.

Excellent communication, presentation, and interpersonal skills.

Demonstrated experience in managing cross-functional projects and driving outcomes in a fast-paced setting, particularly within customer operations and success realms.

Capable of navigating ambiguity and swiftly adjusting to shifting priorities.

A deep-seated passion for customer success and a customer-first mindset.

Familiarity with CRM (Customer Relationship Management) systems, such as Salesforce.