Customer Success Operations Manager Revenue Liverpool, United Kingdom, London, United Kingdom

Want to be a part of a company that's making a difference?

We're a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts is focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer, and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you'll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

The Customer Success Operations Manager will oversee the administration, optimization, and strategy of key systems such as Planhat, Salesforce CRM, and other systems and tools that support our Customer Success team. The role focuses on ensuring data accuracy, process efficiency, and the enablement of Customer Success Managers (CSMs) and their leaders with actionable insights as well as Tier 3 (SMB) customer strategy execution.

Reporting to the Senior Manager, Global Customer Success Operations, this position is pivotal in helping the Customer Success team scale operations globally while maintaining a high level of customer satisfaction.

Key Responsibilities:

1. Manage Customer Success Platform and maintain health of any associated integrations, as well as proactively identify new tools to help execute on CS goals.
2. Stay up to date on system updates and enhancements, recommending new features or tools to improve operations.
3. Support CSDs & Executive Leadership by leveraging data analytics to help inform strategy and tactics that increase customer retention and expansion.
4. Work closely with Revenue Operations team to maintain data and record hygiene, specifically pertaining to customer records.
5. Work with Renewals and Finance team to support timely and efficient contract renewals for Tier 3 customers (renewals/CSM), product deactivation of churned customer accounts (CS Ops), and invoicing activity (finance).
6. Support new hire CS onboarding and training for the CS Tool (Planhat), working closely with CS leadership, People Success, and Commercial Learning Team.
7. Assist with planning and execution of initiatives which improve how the Customer Success Team works and communicates with all customers.
8. Assist Customer Success Leadership and Customer Marketing in creating and maintaining customer automations and playbooks.
9. Execute automated Tier 3 customer engagements with strategy inputs from CSDs, CSMs, and Customer and product marketing teams.
10. Own creation and maintenance for documentation of all Customer Success related processes "Customer Success Playbook".
11. Assist the Leaders of Customer Success in forecasting and calculating key CS metrics such as Net Retention Rate (NRR) and Gross Retention Rate (GRR).
12. Provide troubleshooting and technical support for CS Tool system-related issues.
13. Support customer campaigns (upsell, cross-sell, etc.) and other marketing efforts that involve current customers.

What we're looking for:

• 2+ years' experience supporting a Customer Success team with focus on KPIs to drive Customer Satisfaction, Adoption & Expansion.
• 3+ years' experience in a Customer Success / Account Management / Marketing Operations role, preferably managing a group of client portfolios and driving client satisfaction, adoption, and retention.
• Experience and proficiency with CRM (Salesforce is an asset) and other related Customer Success platforms (Planhat) including Data and Analytics reporting to drive insight on performance and gaps.
• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
• Communication and interpersonal problem-solving skills.
• Excellent attention to detail and reading comprehension.
• Able to work independently, take initiative, and consistently deliver results without requiring close supervision.

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

• Generous Paid Time Off
• Extended Parental Leave
• Robust Health Coverage
• Accelerated Learning Paths
• Team Wellness Initiatives
• Company-wide Events
• Employee Resource Groups
• Recognition awards

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values, and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.