Customer Success Operations - Process Manager
We’re looking for a Customer Success Operations Process Manager to join PTC’s Customer Success Operations Team! In this role, you’ll be focused on evaluating existing business processes for PTC Customer Success & Experience departments. You’ll have the opportunity to create documentation outlining process improvements for the Customer Success & Experience in regards to dailing workflow tasks, processes and produres. With a strong focus on Change Management and conducting ongoing analysis of the desired outcomes that need to be achieved.
The ideal candidate will have 5+ years of experience in process management elated to customer success & experience operations. This role requires an understanding of a SaaS business and how Customer Success & Experience act as the differentiator to help drive growth. A passion in operations and analytics and a customer first mindset while having the ability to tell a story using data is a key requirement. Experience supporting a customer success organization, particular in regards to process and change management is a plus.
Identifies process enhancements and monitors implementation related to Customer Success
Support and drive change derived from line of business or enterprise initiatives and needs
Support the deployment of process maps, playbooks, or other tools which drive standardization across the workflow
Identify and advocate for changes in business and administration area or operations with a focus to improve/increase reliability, maximize performance, (Change Management)
Recommend internal policy changes and process improvements to align with departmental goals and business/client needs
Consult with department management teams and leadership on departmental strategies and organization, leadership, and staff performance matters
Improve and support business activities through ensuring objectives, goals, and client needs are met
Lead cross-functional team initiatives and department process improvements
Performs other duties as assigned
Preferred Skills and Knowledge:
Demonstrated strength in influencing and negotiation, stakeholder management, and communication with all levels of the organization
Experience planning and executing standard project management and practices
Experience supporting technical platforms and tool integrations
Knowledge of organizational and business structures, business and risk acumen
Knowledge of continuous improvement and agile methodologies
Experience in creating reports and dashboards in Salesforce and/or Gainsight
Highly self-motivated, proactive contributor who works well as an individual and within a team environment
Proficiency with Gainsight a plus
Ability to understand complex systems and dependencies
Strong critical thinking and independent problem solving skills
Strong verbal and written communication skills
Bachelor’s degree or higher -5-7+ years experience in a Sales/Success Operations role with demonstrable experience designing processes and automations.
Experience working for SaaS company preferred.
3+ years experience with administering and designing solutions in Gainsight and/or Salesforce for the end user.
Certified Gainsight and/or Salesforce Administrator preferred.
Data-driven and analytical; able to use data to measure the business impact of solutions.
Experience with developing comprehensive “how-to” documentation.
Proficiency in Salesforce.