100 applicants

Company

Cin7 · 2 hours ago

Global Senior Manager, Customer Operations

Denver, CO

Full-time

Remote

Senior Level, Lead/Staff

$110K/yr - $125K/yr

10+ years exp

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Work & Life Balance

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Responsibilities

Own and maintain the Department KPIs and reporting cadences for the Customer Success and Customer support teams, including defining future KPIs as the business evolves.

Own and Champion Cin7s customer segmentation and health scoring strategies to define engagement prioritization and GTM Strategies for our customer base.

Implement and own the critical technology Customer Success and support teams use, including Zendesk, ChurnZero, Gong, Northpass, and several point solutions integrated into the post-sale stack.

Maintain high data accuracy, consistency, and traceability throughout the customer journey by documenting and educating the teams where necessary on metadata and data definitions.

Collaborate with Revenue Operations, Data Analytics Team, and Business Stakeholders to create a prescriptive roadmap for future processes, tech, and reporting needs aligned with company goals.

Support preparation of monthly Business Reviews; provide analysis of results; recommend improvement initiatives

Partner with Enablement functions to ensure accuracy in collateral, process documentation, and training efficacy

Champion Adoption of tool utilization and process changes throughout the business.

Support periodic projects for company-wide strategic initiatives (e.g., Board Meeting deep dive)

Assist in selecting new tools and provide strategic guidance to functional teams as they implement new capabilities and processes.

Be responsible for a team of Customer Operations Managers who will oversee the day-to-day administration of the Customer Operations team.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Operations ManagementSaaS ExperienceSalesforce.com AdministrationZendesk AdministrationChurnZero AdministrationData AnalysisBusiness Intelligence ToolsProject Management SoftwareSQL Knowledge

Required

Minimum 10 years of relevant experience: Operations, Support and/or Success functional experience in a SaaS environment

Strong business acumen, analytical and problem-solving skills; a process orientation and an innovative mindset

Outstanding organizational skills; ability to prioritize effectively and collaborate cross-functionally

Great communication skills and ability to develop and foster relationships

3-5 years of Salesforce.com, Zendesk, or ChurnZero administration experience; SFDC certification is a bonus, but not required. This means an expert-level foundation and understanding of end-user experience, data architecture, automation implementation and design, and more.

Minimum 1 Year Experience working with Zendesk and ChurnZero

A passion for numbers and data. You should be comfortable with manipulating data in Excel/Google Sheets, using BI tools (DOMO/PowerBI preferred), and developing dashboards for cross-functional stakeholders.

Ability to communicate clearly and concisely with cross-functional stakeholders across various levels of expertise and seniority levels, leveraging the right communication channels (e.g. phone, email, slack) at the right times.

A process-oriented approach to workflow. You can leverage project management software to ensure the seamless end-to-end execution of projects and programs.

Solution-oriented mindset. If there’s a broken process or missing information, your first instinct is always to fix the issue and your second is to figure out how to prevent it from happening again in future.

Obsessive attention to detail. Every aspect of a project is a manageable size to matter. You will be driving important actions daily based on what you do, so data should always be accurate and messaging easy to understand.