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productboard

productboard is the product management system that helps organizations get the right products to market, faster.

Customer Success Operations Manager
Prague, CZ
Job Description / Skills Required

Productboard is seeking a Customer Success Operations lead to support the Customer Success, Services and Support teams by building and maintaining processes and systems, providing reporting and analytics, facilitating internal enablement, and supporting inter-team collaboration and communication.

On a typical day, you will...

  • Support our CS Organization by:
    • Establish the dashboards, views and reports that allow insight into the teams’ performance and impact against our objectives (for example, CS Scorecard)
    • Design and launch processes, workflows, and automations that drive internal efficiencies, up-level the effectiveness of our Customer Success team, and deliver greater value to our customers
    • Support additional analytics needs such as Success CSAT program, capacity planning and management  
    • Collaborate with Data team to build out the reporting capabilities that we need to be successful 
  • Support our Processes & People 
    • Ongoing communication, enablement and governance of existing and new processes that impact the CS organization, our customers, and our cross-functional partners (sales, product, marketing) 
    • Take ownership for communicating to Success leadership the efficiency and efficacy of our Customer Success actions toward business outcomes while making recommendations for improvements
    • Collateral management for internal and customer facing materials and programs 
  • Support our Systems 
    • Maintain all of the platforms and tools that are utilized by the CS team are integrated and optimized for the processes, reporting and functionality that make us efficient and effective  
    • Interface with our internal Operations and Development teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions.
    • For example, Vitally, Salesforce, Looker, Notion, Zendesk, Slack, Miro, Productboard, Google Drive, Chorus

About you

  • 3+ years in a sales or success operations role. Competent in Salesforce administration. Experience with CS systems preferred (gainsight, totango, churnzero, vitally, etc) 
  • Experience with SaaS oriented Customer success function as outlined above
  • Guide customer segmentation strategy, account assignments and maintenance, delivery backlog, and data hygiene for customer health & revenue tracking
  • Demonstrated skills in project management and managing customer relationships for a managed services and / or SaaS organization
  • Strong oral and written communication skills with the ability to conduct presentations to a large group in English
  • Outstanding problem-solving, strategic, and analytical skills combined with excellent eye for process improvement toward clear business outcomes.
  • Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels.
  • Highly motivated and team oriented
  • Highly detailed, organized with exceptional follow through
  • Experience with salesforce.com and customer management analytics software preferred
  • University degree preferred
  • Excellent English (company communication language)