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- Tasks: Streamline customer success processes and enhance onboarding experiences.
- Company: Join a dynamic team at Chambers, committed to inclusivity and innovation.
- Benefits: Full-time role with opportunities for growth and a supportive work environment.
- Why this job: Make a real impact on customer journeys and drive data-driven decisions.
- Qualifications: Experience in customer success or operations with strong analytical skills.
- Other info: Fast-paced environment with a focus on collaboration and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a Customer Success Operations Manager to streamline and scale our post-sale processes, improving customer onboarding, in-app guidance, and retention. You will drive automation, enhance reporting, and enable data-driven decisions that boost efficiency across both our Customer Success and off-shore teams. If you are passionate about optimising the customer journey and building systems that deliver measurable impact, we would love to hear from you.
Main Duties and Responsibilities
- Standardise Customer Success processes to improve the customer journey post-sale until renewal.
- Increase the effectiveness of customer onboarding through Pendo and other methods.
- Improve in-app guidance to address known frequently asked questions.
- Gather and action feedback and sentiment.
- Improve the customer success playbook.
- Automate workflows for CS and our off-shore team.
- Drive data-backed decision-making by tracking metrics.
- Analyse customer data to identify trends and opportunities for improvement.
- Improve the account health indicator.
- Improve reporting to help CS address at-risk customers.
- Facilitate cross-functional collaboration within the CS Team.
- Stay aligned with Research, Product, and Sales Operations.
Skills and Experience
- Demonstrable experience in customer success, operations, or a similar role.
- Strong analytical skills with a data-driven approach.
- Impressive communication and interpersonal skills, both in person and remote.
- Knowledge of Salesforce/other CRM systems, Pardot, Pendo, user engagement would be highly beneficial.
- Some knowledge of the legal sector would be desirable.
Person Specification
- A natural people person who enjoys helping others.
- Highly organised.
- High level of accuracy and an eye for detail.
- Adaptability to work in a fast-paced, evolving environment.
Equal Opportunity Statement
We are committed to fostering and promoting an inclusive professional environment for all of our employees, and we are proud to be an equal opportunity employer. Diversity and inclusion are integral values of Chambers and Partners and are key in our culture. We are committed to providing equal employment opportunities for all qualified individuals regardless of age, disability, race, sex, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Customer Success Operations Manager in London employer: Chambers & Partners
Contact Detail:
Chambers & Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Operations Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer success operations. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive decisions in past roles. Bring examples of metrics you've tracked and how they improved customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining our team and making an impact in customer success.
We think you need these skills to ace Customer Success Operations Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Operations Manager role. Highlight your experience in streamlining processes and improving customer journeys, as these are key aspects of the job.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're passionate about optimising customer experiences. Share specific examples of how you've driven automation or enhanced reporting in previous roles.
Show Off Your Analytical Skills: Since this role requires strong analytical skills, don’t forget to mention any relevant metrics or data-driven decisions you've made in past positions. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. If you encounter any issues, feel free to drop us an email with your CV and cover letter at recruitment@chambers.com.
How to prepare for a job interview at Chambers & Partners
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to the role. Be ready to discuss how you’ve used data to drive decisions in past positions. This shows you understand the importance of analytics in improving customer journeys.
✨Demonstrate Your Process Improvement Skills
Prepare examples of how you've standardised processes or improved workflows in previous roles. Highlight specific tools like Salesforce or Pendo that you've used to enhance customer onboarding and retention. This will show your practical experience in streamlining operations.
✨Showcase Your Communication Skills
Since this role involves cross-functional collaboration, be prepared to discuss how you’ve effectively communicated with different teams. Share examples of how you’ve gathered feedback and acted on it, demonstrating your interpersonal skills and ability to work well with others.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges in customer success operations and how you would address them. This will help you showcase your analytical thinking and adaptability in a fast-paced environment.
