Customer Operations Manager

Overview

The Customer Operations Manager will be responsible for integrating customer success, customer service, and revenue operations duties. This role will ensure that our clients receive exceptional service while also contributing to our revenue growth objectives. The ideal candidate will be a strategic thinker with a passion for enhancing the customer experience, skilled in analyzing data, and adept at operations management.

Responsibilities

• Customer Success Management:
  • Develop and implement strategies to enhance customer satisfaction and engagement.
  • Oversee onboarding, training, and support initiatives for customers to ensure successful adoption of our services.
  • Monitor customer health metrics, conduct regular check-ins, and advocate for customer needs within the organization.
• Customer Service Excellence:
  • Lead the customer service team to provide high-quality support to clients, ensuring timely resolution of inquiries and issues.
  • Implement efficient service processes and ensure adherence to service level agreements (SLAs).
  • Gather customer feedback and insights to continuously improve service offerings and operational processes.
• Revenue Operations:
  • Collaborate with sales and marketing teams to align on customer success strategies that drive revenue growth.
  • Analyze customer data and metrics to forecast trends, identify upsell and cross-sell opportunities, and measure the effectiveness of customer operations initiatives.
  • Support billing and invoicing processes to ensure a seamless revenue collection experience for customers.

Qualifications:

• Work History/Education in Business Administration, Operations Management, or related field; preferred.
• 2+ years of experience in customer operations, customer success, or related roles within a SaaS environment.
• Strong understanding of customer service best practices and proven experience in managing customer-facing operations.
• Exceptional analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills; ability to build relationships with internal teams and external clients.
• Proficient in CRM and customer support systems (e.g., Salesforce, HubSpot, Zendesk).

Benefits

• Health benefits including medical, dental, and vision insurance.
• Flexible work environments with a collaborative in-office culture.
• Professional development opportunities and support for continuous learning.

Apply

CModel Data, Inc. is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome candidates from all backgrounds to apply.