About the role The Manager, Business Operations Systems, Processes & Reporting works closely with the businesses, IT, Finance, Products, and Customer Success Leadership to provide operational support for Customer Success, which includes Services, Support, Retention and Vertical Success Management. The areas of focus include overseeing project data processing, recurring and ad-hoc reporting, internal Services-related auditing, customer inquiry research, systems administration and configuration (particularly Gainsight) and Service Delivery Partner operations. This is a leadership role focused on making processes more efficient and effective for the business as well as within the Customer Success Operations team. As a Manager, you will leverage your experience and savvy to lead our teams in optimizing our processes to continuously drive to a higher bar of performance and quality across our systems and environments. You will lead key stakeholders in defining critical success factors, establishing comprehensive performance measures and identifying improvement objectives. You’ll need to be innovative and adaptable and be able to lean into the details while keeping the big picture in sight. And you will need to help project teams transition into operational rigor, creating predictable, scalable processes. Whatever the challenge, you’ll always be looking for ways we can do things better and drive positive impact within the business.What you’ll do Understand the strategy of the Customer Success organization and use that knowledge to define priorities and make decisions related to the business requirements. Lead and direct others in the successful implementation and adoption of Customer Success policies and processes; working with Success Operations leadership to implement solutions that align to the strategy and meet the needs of the business. Manage a team responsible for executing upon Customer Success priorities and for successfully delivering against day-to-day expectations. Partner with key stakeholders in strategic planning to empower technical direction and derivation of innovative solutions through effective measurement guiding us to engineer reliable, scalable, supportable and secure outcomes. Lead key stakeholders in defining and baselining critical success factors and key performance indicators, establishing clear and comprehensive performance measures and metrics, data collection strategies, and improvement objectives. Oversee execution of several operational areas including (but not limited to) Reporting & Analysis; Systems Operations & Optimization, and Functional Experts. Inform daily operations by monitoring and analyzing operational effectiveness metrics and equipping team with data analysis to support the quick identification and resolution of challenges. Consistently pursue and promote continued process innovation to realize the cultural shift required to enable our organization to achieve, sustain and advance process effectiveness and efficiencies. Cultivate a diverse, high-performing team that attracts, develops, recognizes and retains the best people.What you’ll bring 1-2 years of experience providing operational support in a Services, Success, Retention or Support organizations, leading and managing process engineering, operational systems and resources, and automation systems. 1-2 years of experience leading a team. Experience with Salesforce, FinancialForce, Gainsight and/or Jira/Confluence. Experience with issues of scalability, operational predictability, and interaction for existing processes or developing new ones. Experience with process improvement, achieving success through empowerment of others and management by data. Advanced level English required Ability to work US East Coast hours required Experience working with multisite or international teams is a plus.
Job Title
Manager, Business Systems Analysis