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Customer Success Programs and Operations Manager

Location
Canada
Details
Full Time
7 days ago
Description
Position at Absolute Software

We're hiring a Customer Success Programs and Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Director of Customer Success and will be their trusted partner in executing on customer success objectives, strategy, and tactics, and in implementing processes that scale.

This position works with multiple departments within the organization in order to ensure the appropriate data flows and processes are put in place to achieve efficiency, smart customer interactions for the account management and success teams and ultimately, reduce churn. Your work will revolve around the administration Gainsight, an enterprise level native Salesforce application designed to help with the successful management of customers.

Primary Responsibilities:

Data
  • Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what's going well and what's not
  • Unified data: Ensure that business, customer and engagement data are flowing into Gainsight and providing an accurate view of the customer's relationship with Absolute.

Processes
  • Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption, references and testimonials
  • External Communications: Coordinate with Customer Success Leadership to synchronize email outreaches with CSM touch points
  • Onboarding: Working along with Success team, optimize the operational flow of customer signing to successful adoption. Ensure KPI tracking and consistency of process adoption for clear reporting
  • Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
  • Opportunity Management: Identify top candidates for upsell
  • Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs, including processes for CSMs to:
  • Relay customer feedback to the Product team
  • Align with the Support team on resolution of major cases and report bugs to the Engineering team
  • Provide feedback to Sales on the readiness of our customer
  • Help the Onboarding team overcome any delays in implementation

People
  • Own and curate the Customer Success internal Onboarding Bootcamp Program
  • Enablement: Provide materials and data that help CSMs work more effectively
  • Work with Customer Success Leadership to analyze, optimize and plan resourcing and distribution of accounts for CSM portfolios

Systems
  • Owner and Administrator of Gainsight for Customer Success and Customer Experience Teams
  • Help coordinate multiple systems that facilitate CSM activities, with a large emphasis on Gainsight. Stay abreast of Gainsight changes and new features, work with technical team to manage upgrades and roll out to CSMs.
  • Architect content flows through Gainsight Journey Orchestrator and iterate in short cycles based on user feedback
  • Organization and management of Customer Success Confluence Collaboration Workspace

Programs and Campaigns
  • Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touch-points from other Absolute teams like Product and Marketing
  • Provide regular updates on the efficacy of the onboarding and digital enablement programs, recommending and leading changes in partnership with CS management

Qualifications
  • Several years of experience in a SaaS Customer Success organization
  • Experience with Gainsight or comparable Customer Success CRM Platform
  • Experience/administration of Salesforce preferred
  • Proficient in journey mapping to support one-to-many programs as well as aggregating customer engagement analysis to enable predictive outcomes
  • Ability to analyze data for trends and make actionable recommendations
  • Passion for designing processes that scale and digging into complex operations
  • Exceptional ability to communicate and foster positive business relationships
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Enjoys "getting their hands dirty" by digging into complex operations
  • Strong ownership skills and openness to stakeholders' input
  • Clear communicator with professional presence
  • Project management mindset and experienced with cross-functional collaboration

Bonus Points:
  • You've helped design and build Customer Success Functions from the ground up
  • Prior Customer Success Manager experience - you've walked the walk and want to help build a better path
  • Change Management Guru
  • Gainsight certification

Why Work For Us:

Headquartered in Vancouver, Canada with international offices in San Jose - CA, Boulder - CO, Ankeny -IA, Austin - TX, Reading - UK and Ho Chi Minh City - Vietnam, Absolute serves as the benchmark for Endpoint Resilience, ensuring connectivity, visibility and control, independent of the operating system - embedded in more than a billion endpoints, we empower devices to recover automatically from any state to a secure operational state without user intervention. Our unique value supports our aspirational journey - to become the World's Most Trusted Security Company. Nothing short of bold, and nothing less than achievable for this team. Whether it's our commitment to the cybersecurity industry, our customers, or to one another, we are relentless about protecting people's devices and the sensitive information found on them. And those common goals foster a work environment where collaboration, big ideas and world-class execution are rewarded with success through our mantra of One Team | One Number. At Absolute, we incorporate the ideals of Resilience in all we do to safeguard our customers' data and information, so they can focus on saving lives, fighting fraud, moving markets and protecting passengers, to name a few. Our innovation journey has blossomed from within, so we foster that mindset by investing in our employees - fueling our employee's creative expression, and resulting in our own cyber capabilities. Our momentum is palpable - Forbes noticed too and recognized Absolute as one of the top-10 cybersecurity companies to watch in 2019 and 2020. The New Reality of Remote Work and Distance Learning has further connected our teams and our passion to drive to solve our customers challenges. We pride ourselves on our agile, high energy culture that rewards exceptional achievements and the contributions of those passionate about our collective growth and success. We also respect the need for downtime and believe in a sound work / life balance, reflected in our 'Take What You Need' vacation policy and our annual employee retreat where it's all about friends and family. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel .

Absolute is an equal opportunity employer.
Category
Customer Service and Support

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About Absolute

Absolute provides persistent endpoint security and data risk management solutions for computers, tablets, and smartphones. Our customers depend on us to provide them with a unique and trusted laye...

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Industry
Technology
Size
201-500 employees