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Manager, Customer Success

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Philippines

Offer summary

Qualifications:

5+ years in a leadership role managing a team of 5+, 5+ years of experience in analytics, Proficiency in data analysis and reporting tools, Experience with CRM systems (Salesforce preferred), Experience with automation platforms.

Key responsabilities:

Recruit, train and mentor team members
Monitor and evaluate operational performance
Maintain dashboards and reports for KPIs
Design and implement streamlined processes
Identify opportunities to leverage technology solutions

RealPage, Inc. Large https://www.realpage.com/

5001 - 10000 Employees

See more RealPage, Inc. offers

Job description

Summary

We are seeking a proven leader with a highly analytical and detail-oriented background to join our dynamic team as our Customer Success Operations Program Director . In this role, you will be a hands-on leader enhancing the efficiency and effectiveness of our customer success operations by leveraging data analytics, process optimization, and technology solutions. You will work closely with cross-functional teams to drive continuous improvement initiatives and ensure our customers receive exceptional service and value.

People

PRIMARY RESPONSIBILITIES

Recruit, train and mentor team members
Develop and implement policies and procedures
Monitor and evaluate operational performance and recommend improvements

Data Analysis And Reporting

Develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics related to customer success
Provide regular reports and analysis to internal stakeholders, including senior management, to inform decision-making and strategy development

Process Optimization

Evaluate current customer success processes and workflows to identify areas for improvement
Design and implement streamlined processes and automation solutions to enhance efficiency and scalability
Collaborate with cross-functional teams, including Customer Success, Sales, Product, and other Revenue Operations functions to implement process improvements and ensure alignment with business objectives

Technology Enablement

Identify opportunities to leverage technology solutions, including CRM systems and customer success platforms, to enhance operational effectiveness
Work with IT and other relevant teams to implement and optimize technology tools to support customer success operations
Provide training and support to internal teams on the use of technology tools and systems

Required Skills/Knowledge/Abilities

5+ years in a leadership role managing a team of 5+
5+ years of professional experience in an advanced analytics or operations analytics role
Excellent communication and interpersonal skills
Strong analytical skills with proficiency in data analysis and reporting tools (Power BI preferred)
Experience with CRM systems (Salesforce preferred) and customer success platforms (Totango preferred)
Experience with APIs and Automation platforms (PowerAutomate preferred)
Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels
Detail-oriented with a strong focus on accuracy and quality
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
Passion for customer success and a commitment to delivering exceptional service