Customer Success Operations, Manager
Glint helps you see into your organization in revolutionary ways, giving you the power to create real impact on employee engagement, retention and business performance. Glint leverages real-time people data to give leaders and managers a holistic view of an organization’s health, the insight to predict problems, and direction to take action. Glint was acquired by LinkedIn in November 2018, to accelerate LinkedIn's commitment to helping organizations hire, engage, and develop their people. https://www.glintinc.com.
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.
This role will be based in either Sunnyvale or San Francisco, CA, Lincoln, NE, New York, NY or Chicago, IL depending on which location the candidate chosen for the role is currently residing.
Our Glint Customer Success team is seeking a strategic, data-driven, process-oriented, analytical Customer Success Operations Manager. The successful candidate will partner with our Global CS sub-teams, Global Sales Organization, Business Operations and Sales Operations teams to tackle operational and strategic initiatives for our organization, reporting into the Global Head of Customer Success, Glint. They will also be focused on customer success and maximizing the benefit for our customers and their investment in Glint.
-Partner with another CS Operations Manager to execute strategic initiatives and help the Customer Success team achieve operational excellence
-Provide the CS team with thought leadership, coaching, and operational best practices
-Support Global Head of Customer Success to build efficiency in measuring key KPIs and creating reports for greater visibility
-Analyze customer health and develop a deep understanding of evolving value drivers
-Identify churn risk factors and early warning indicators along with automated processes to address
-Demonstrate leadership by identifying gaps and key improvement areas, outlining action plans to address and surfacing strategic insights for CS leaders
-Partner with Sales, Product Management, Marketing, Business Operations, Sales Operations, Finance, Business Development, and other internal groups, contributing subject matter expertise and progressing cross-functional objectives
-Identify and implement proactive and predictive resourcing models based on sales forecasts
-Facilitate and implement end-to-end process creation and improvements to ensure optimal CS scale and efficiency, while also ensuring CSAT remains high
-Work with global Customer Success leaders to implement the customer success strategy in AMER, EMEA and APAC regions
-Develop, measure, and maintain operational excellence for the Customer Success team including Key Performance Indicators (KPIs); produce weekly, monthly, and quarterly reporting as required
-Some travel may be required
-BA or BS degree minimum
-5+ years of experience with software as a service (SaaS) industry, --Customer Success and/or Business Operations
-3+ years in operational roles
-Practical business understanding with genuine passion for technology, big data, and strategic analytics
-Concise communication skills: Able to credibly and compellingly present and debate recommendations with senior leadership
-Proactive: Independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results in challenging situations
-High-energy, team-first attitude: Motivated to work hard in a fast-paced, ever-changing environment to help our growing business
-Experience using and developing reports, metrics and dashboards with Salesforce, Gainsight, Zendesk and/or other CS systems