Ops Customer Success Manager
07/27/2021
THE OPPORTUNIUTY:
*Open to remote candidates*
GENERAL DESCRIPTION:
The Customer Success Manager – Operations will be responsible for developing and executing strategic and operational initiatives to support our customers to ensure they have a healthy & successful customer journey. They will work closely with our internal business within the Customer Experience departments to ensure our processes efficiently support this customer journey. They will work closely with Customer Success teams as well Support, Services, Renewals and Orders teams to develop process efficiencies and continuous improvement initiatives. The ideal candidate will be a sharp analytical thinker who excels in a collaborative, high-energy and fast paced environment.
Skills of a successful Customer Success Manager – Operations include strong active listening, incredible communication, meticulous organization, strong problem solving, dependability, and most importantly, a team player attitude.
PRIMARY DUTIES AND RESPONSIBILITIES:
Key Responsibilities include:
- Responsible for Gainsight Operational Administrative tasks, such as building reports and dashboards to communicate customer health for all internal partners and senior leadership
- Develop strategic initiatives focused on enhancing the customer experience
- Identify opportunities to drive continuous improvement through operational efficiency within the Customer Success and Customer Experience organization and build supporting business cases
- Provide data driven analysis to detect early signals of at risk customers; develop playbooks for customer facing employees to address issues
- Determine the Customer Success work to be completed through various touch points throughout the customer journey, to drive adoption and advocacy
- Triage new customers and assign accordingly
- Contribute solutions that positively impact the business and our customers
SKILLS/QUALIFICATIONS/WORKING CONDITIONS:
Minimum Skills & Qualifications
- Minimum 3 years professional experience in consulting, support, customer success or corporate strategy
- Bachelor's degree or equivalent experience required
- Excellent multi-tasking, organizational and prioritization skills
- Experience using data to produce insight and achieve goals
- Detail oriented & analytical
- Excellent verbal and written communication skills
- Strong listening and interpretation skills
- Customer-centric, self sufficient and dependable
- Effective team player, quick learner, and self-motivated
- Proficient with the use of Microsoft Office products (Outlook, Word, Power Point, Excel, etc.)
- Experience with a Customer Success software
Preferred Skills & Qualifications
- Experience in a Software as a Service (SaaS) environment
- Experience with Gainsight
- Experience with project management and/or consulting
- Experience with various programing languages
COMPANY DESCRIPTION:
VelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and sustainability software company in the world. More than 8 million people rely on our innovative on-demand (cloud-computing technology) safety and compliance management solutions to do their jobs safely and protect the environment.
At VelocityEHS, success is an everyday occurrence. Everyone who walks through our doors has an opportunity to make an impact. Our people make the difference at VelocityEHS – that's why we're not just looking for people with the right skills, but for those with the right drive, the right passion and the right character to make our entire team better. We still operate with the same start-up mentality that has made us the leading cloud EHS company, and offer each and every employee the opportunity to grow and reach their full potential.
We’re driven by the work we do to keep others safe, but we also like to have fun while doing it. We believe in producing great results, but also in enjoying the ride. Work-Life balance means two things at VelocityEHS – having time for your life outside of work, and taking steps to bring more life into the workplace. Between all the variety of workplace events, volunteer opportunities and other group activities available, we never forget that dynamic people need and deserve a place to work.
Finally, we understand that taking care of our customers starts with taking care of our employees. Our benefits include excellent medical and dental plans, matching 401(k) saving plan, RRSPS saving plans, generous PTO and more. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please.
We welcome and encourage diversity in the workplace. VelocityEHS is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting hrpolicy@ehs.com
