Customer Success Operations Manager EMEA



Customer Service, Sales & Business Development, Operations
London, UK
Posted on Monday, June 24, 2024

In this high-growth, execution-focused company, the Customer Success Operations Manager EMEA will support our CS Organization to form all CS initiatives into a cohesive, strategic approach to customer relationships and operations. You will work collaboratively across our tech stack, leveraging tools and technologies to enhance the customer experience and drive operational excellence. A natural servant-leader with a Customer First attitude, the ideal candidate will demonstrate a mix of practical experience, social skills, process improvement, data analysis, and a steadfast drive for business improvement to make a positive organizational change. Reporting directly to the Sr. Manager, Customer Success Operations, this is an opportunity to help shape the growth trajectory of a fast-growing, market-leading, pre-IPO software company.

As the Customer Success Operations Manager EMEA, you will:

  • Facilitate collaborative processes between the Renewals and Customer Success teams to enhance communication and strategies, driving improved retention and satisfaction
  • Serve as liaison between Customer Success, Renewals, and other cross-functional teams, ensuring alignment on goals and initiatives.
  • Design, implement, and refine scalable processes that improve customer success outcomes and operational efficiency.
  • Collaborate with cross-functional teams to integrate and optimize processes across our CRM, support systems, and analytics platforms, i.e. Gainsight, SalesForce, Service Now, Clari, PowerBI, etc.
  • Ensuring data integrity and consistency across our tech stack, enabling actionable insights and informed decision-making.
  • Identify and address process bottlenecks, implementing automation where possible to streamline workflows.
  • Develop strong working relationships and planning programs with internal Business Application teams to design new and optimize current workflows
  • Support Customer Success and Renewals teams in efficient, consistent, and effective management of opportunities and forecasting processes
  • Collaborate with the Enablement Teams to develop best practices portfolio-wide, identify and help build out vital collateral for retention
  • Provide critical business insights to Customer Success, and Renewals leadership based on data analysis of key performance areas
  • Work with CS Management to determine structure for consumable reporting and measurement across various CS systems (SFDC, ServiceNow, Gainsight, Clari, etc.)
  • Support onboarding and training of Customer Success and Renewals team members, ensuring they are equipped with the necessary tools, knowledge, and resources to succeed in their roles
  • Work in a hybrid- work model, and you will be present in the office three days per week

Minimum Qualifications:

  • 4+ years in Renewals/Customer Success/Sales Operations, Revenue/Business Operations or similar role; Bachelor's degree or equivalent work experience
  • Sales Operations experience in supporting Renewals and/or Customer Success preferred
  • Experience driving systems & tools related projects and enhancements
  • Advanced MS Excel skills (i.e. sumifs, index/match, vlookup, table formulas, and pivot tables)
  • Enterprise software, SaaS, or high-tech industry experience a plus

Preferred Qualifications:

  • Experience with data modeling and analysis.
  • Excellent written and verbal communication skills
  • Preference for strong understanding and experience with Gainsight
  • Preference for familiarity with Salesforce CPQ, Salesforce Communities, Clari, Tableau or PowerBI
  • Ability to self-manage, scope, prioritize & communicate operational work deliverables.
  • Ability to interface with all levels of employees, from Executive level to employee base.
  • Experience working in a fast paced, complex, and dynamic environment.
  • Experience working with system architects, Data Warehouse and BI developers, translating business requirements into technical language, and ensuring effective QA / UAT of data solution delivery.
  • Ability to manage multiple, concurrent projects and work independently and thrive in a fast-paced, constantly changing environment.
  • Strong customer service orientation, analytical and problem-solving skills.

Tricentis Core Values:

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

  • Demonstrate Self-Awareness: Own your strengths and limitations.
  • Finish What We Start: Do what we say we are going to do.
  • Move Fast: Create momentum and efficiency.
  • Run Towards Change: Challenge the status quo.
  • Serve Our Customers & Communities: Create a positive experience with each interaction.
  • Solve Problems Together: We win or lose as one team.
  • Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran.