Penske - Manager, Customer Success Operations
Job description
The Customer Success team is integral to the overall success of the Digital Experience as a whole. They are the driving force behind ensuring the successful use, adoption, and retention of our products and services. Working cross functionally, and with our Customers, this team ensures we’re building products that our customers love. The Manager, Customer Success Operations will help to streamline and amplify this effort. The Manager, Customer Success Operations will play a key role in scaling our Customer Success team which includes Support, Services, Customer Success, and Sales Engineering.
This individual will be responsible for leading long-term initiatives and daily requests that support the scalability of the entire Customer experience, from on boarding through adoption.
The Manager, Customer Success Operationsneeds to be an analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools. This role will also develop key metrics and reports to measure the success of these processes, products use, and the overall performance of the team.
We are looking for someone who is passionate about driving key objectives for the business and turn data-driven insights into actions. The Manager, Customer Success Operations should be able to balance strategic planning with tactical execution. Someone who can work side-by-side with the head of Customer Success to provide support and insights on the team’s achievements and opportunities.
Major Responsibilities
• Develop and provide actionable info for CS
• Vendor relationship management
• Tech stack administration (Zendesk, Totango, Salesforce, etc.)
• Hire, train, and manage team members
• Process Improvement
• Process Training & Compliance
• Develop Metrics, Reports, Dashboards, KPIs
• Data Analysis
• Gap Analysis
• Administrative Tasks
• Other projects as assigned by the supervisor
• Regular, predictable, full attendance is an essential function of the job
Qualifications & Skills
• Highly Adaptable
• Critical Thinking
• Self-Motivated
• A proven Leader & Mentor
• Problem Solving
• Organizational Skills
• Time Management
• Verbal & Written Communication Skills
• Strong Presentation Skills
Relevant Experience
• 5+ years operations
• 2+ years management experience
Education
Bachelor’s Degree preferred but will consider experience in lieu of degree
• This is a role that requires in office presence 4 days a week (can't always pick Friday's to be WFH either)
• Must have previous and recent people management experience (at least 2 or more people)
• Must have previous and recent direct operations management experience
• Must have previous experience managing vendors (Zendesk, data partners, etc)
• It won't be a deal breaker, but would send this person to the front of the line is if they have experience managing Zendesk.
Compensation:
$80-100K
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Truck Transportation
Customer Service and Management
Full-time