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For Companies At a Glance
- Tasks: Lead operations for the Customer Success team, optimizing processes and tools.
- Company: Join a dynamic EMEA CPX Operations team focused on growth and efficiency.
- Benefits: Enjoy remote work options and opportunities for professional development.
- Why this job: Be part of a transformative team that values innovation and customer experience.
- Qualifications: 4+ years in Customer Success Operations, preferably in SaaS; strong analytical skills required.
- Other info: Up to 10% travel for internal meetings; reliable internet access needed for remote work.
The predicted salary is between 54000 - 84000 £ per year.
The Senior CS (Customer Success) Operations Manager is responsible for managing operations for the Customer Success team in EMEA. This position works closely with CS leadership to develop and execute a strategy to drive growth, efficiency and effectiveness, through streamlined processes, tools and data. The CS Ops Manager will also act as the point of contact for internal teams, to ensure alignment on communication, prioritization, and initiatives, relating to CS Operations.
This role is part of our EMEA CPX (Customer and Partner Experience) Operations team and reports to the CPX Operations Director. Our EMEA CPX Ops vision is to be valued operators, advising and enabling CPX to be its best, and accelerate to self-funded (effective growth)!
We are transforming how we operate as a CPX organisation, and the Operations team, and this role, have a critical role in enabling this success across our core operations: Enablement, Systems/Tools, Data & Analysis, Communications; as well as building out our capability in: Resource Modelling, Optimisation (Automation, AI), Customer Journeys and Voice of Customer (VoC).
Based on where we are in our CS and Ops maturity, there will be an initial focus on:
- Maximising our tooling for efficiency, insight and automation (Gainsight)
- Operationalising our playbooks for Segmentation (Enterprise, Premium and Standard)
- Synthesizing the voice of the Customer to: drive product strategy, enhance solution value, strengthen/embed customer relationship
What You’ll Do
- Work closely with the EMEA CS leadership to assess and develop our operational capability to support CS strategy
- Work in partnership with Global Operations to leverage and influence best practices across tools, data, processes and comms in CS Ops
- Create and implement processes that optimize operational effectiveness, and enhance employee engagement/performance
- Work with Global Ops and NA CS, to ensure best practice and shared learning
- Strengthen data understanding and insight across CS management and teams, act as a liaison for reporting
- Works with CS leadership team to identify and gather information needed to support team objectives and goals
- Drive and support cross-functional initiatives
- Identify and implement improvements to processes and tools used by CSMs and leaders in the CS team
- Investigate and recommend best practices, to ensure consistency across team procedures
- Identify process gaps through the analysis of information received from stakeholders
- Design tools and processes to support CS team (in partnership with our Tools/Systems Team)
- Work closely with our Enablement and Comms team members to execute on plans
- Be the Change Manager to ensure processes are adopted and owned within the CS team
What You’ll Need
Minimum Qualifications
- 4+ years experience working in Operations for Customer Experience, Customer Success – preferably in a SaaS business
- Undergraduate degree or equivalent combination of education and experience in a related field
Preferred Qualifications
- Experience working in geographically dispersed teams
- Experience in leveraging technology (ideally Gainsight or similar) to automate and enhance our customer management
- Experience re-engineering processes (through automation and AI) to drive efficiency and enable scale/growth in CS teams
- Experience in gathering business requirements and implementing build/change through structure methodology
- Exceptional problem-solving, critical thinking, and analytical skills
- Solid verbal and written communication skills to translate both business needs and data insights in a clear, concise, and effective manner
- Ability to effectively interact with business partners at varying levels of organization
- Well-organized with superb project management, time management skills and attention to detail
- Ability to synthesize data into consumable insights and deliver them to stakeholders
- Personable, agile, adaptable and flexible mindset
Travel Requirements & Working Conditions
- Up to 10% travel for internal meetings and events
- Reliable internet access for any period of time working remotely and not in a Workiva office
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Senior Customer Success Operations Manager employer: Workiva
Contact Detail:
Workiva Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Operations Manager
✨Tip Number 1
Familiarize yourself with Gainsight or similar tools, as this role emphasizes leveraging technology for customer management. Understanding how to automate processes and enhance customer success operations will give you a significant edge.
✨Tip Number 2
Highlight your experience in re-engineering processes, especially through automation and AI. Be prepared to discuss specific examples of how you've driven efficiency and scalability in previous roles.
✨Tip Number 3
Showcase your ability to synthesize data into actionable insights. This role requires strong analytical skills, so be ready to explain how you've used data to inform decision-making and improve customer experiences.
✨Tip Number 4
Demonstrate your project management skills by discussing past experiences where you successfully managed cross-functional initiatives. Being well-organized and detail-oriented is crucial for this position.
We think you need these skills to ace Senior Customer Success Operations Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Senior Customer Success Operations Manager position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in Customer Success and Operations. Emphasize your achievements in process optimization, data analysis, and any experience with tools like Gainsight.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and operations. Discuss specific examples of how you've driven efficiency and effectiveness in previous roles, and how you can contribute to the EMEA CPX Ops vision.
Highlight Soft Skills: In your application, make sure to highlight your problem-solving abilities, communication skills, and adaptability. These are crucial for the role and will help demonstrate your fit within the team.
How to prepare for a job interview at Workiva
✨Understand the Customer Success Landscape
Make sure you have a solid grasp of the current trends and challenges in Customer Success, especially within the EMEA region. Be prepared to discuss how your experience aligns with the specific needs of the role and how you can contribute to driving growth and efficiency.
✨Showcase Your Operational Expertise
Highlight your experience in optimizing processes and leveraging technology, particularly any familiarity with Gainsight or similar tools. Be ready to provide examples of how you've successfully implemented changes that improved operational effectiveness in previous roles.
✨Demonstrate Cross-Functional Collaboration Skills
Since this role involves working closely with various teams, prepare to discuss your experience in cross-functional collaboration. Share specific instances where you facilitated communication and alignment between different departments to achieve common goals.
✨Prepare for Problem-Solving Scenarios
Expect to encounter questions that assess your problem-solving and analytical skills. Think of examples where you've identified process gaps or inefficiencies and how you approached resolving them. This will showcase your critical thinking abilities and your proactive mindset.
