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Customer Success Operations Manager

3 meses atrás

Brasil, BR able.digital Tempo inteiro

About the Role

The Customer Success Operations Manager will be responsible for supporting the Customer Success team by streamlining processes, managing tools, analyzing data, and driving operational excellence. This role is critical in ensuring that our Customer Success team operates efficiently and effectively, enabling them to provide the highest level of service to our customers. This is a temporary, project-based position focused on implementing both Customer Success (CS) and Customer Experience (CX) platforms. Upon the completion of these projects, there will be a need to renegotiate the terms of employment.


Able.Digital is a hybrid company located in Vila Olímpia.

We work in the Brazilian PJ (Pessoa Jurídica) format of contract.


Key Responsibilities:

Process Optimization:

  • Evaluate and improve existing customer success processes to enhance efficiency and consistency.
  • Develop and implement standard operating procedures (SOPs) for the CS team.

Data Management and Analysis:

  • Collect, manage, and analyze customer data to identify trends and insights.
  • Provide actionable recommendations to the CS team based on data analysis.

Tool Management:

  • Oversee the selection, implementation, and management of CS and CX tools and technologies.
  • Ensure that the CS team is fully trained on and effectively using these tools.

Reporting and Metrics:

  • Develop and maintain dashboards and reports to track key performance indicators (KPIs) and customer health metrics.
  • Provide regular updates and insights to the CS team and senior management.

Collaboration and Communication:

  • Facilitate communication and collaboration between the CS team and other departments, such as Sales, Product, and Marketing.
  • Ensure alignment on customer success goals and initiatives.

Training and Support:

  • Provide ongoing training and support to the CS team on best practices, tools, and processes.
  • Develop training materials and resources to enhance team capabilities.


Qualifications:

  • Bachelor’s degree in Business, Data Analytics, or a related field.
  • 3+ years of experience in a Customer Success Operations or similar role.
  • Strong analytical skills with the ability to interpret data and provide actionable insights.
  • Proficiency in using customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
  • Excellent communication and collaboration skills.
  • Detail-oriented with strong organizational skills.
  • Ability to manage multiple projects and priorities in a fast-paced environment.


About You:

  • Strong communication and negotiation skills
  • Proactive and solution-oriented mindset
  • Ability to build and maintain strong relationships
  • Previous experience with Sensedata and IndeCX is a plus
  • Fluent in English
  • Data driven
  • Commitment to continuous improvement and excellence