Customer Success Operations Manager

Unit4 | Posted 1-08-2020

Lisboa (General IT)

As one of the world’s leading “service centric” Cloud ERP vendors our customers base with SaaS solutions operating on Microsoft Azure is growing exponentially. To ensure our customer are satisfied with the services they receive and to improve upon areas of dissatisfaction we are expanding our Customer Success Global team.

We are looking for a Customer Success Operations Manager at our office in Lisbon to drive customer satisfaction and loyalty. As a Customer Success Operations Manager you will increase the productivity of Customer Success team members to help increase our recurring revenue with existing customers. You look for consistent touchpoints delivery for each customer journey to ensure a seamless customer experience across all business verticals. You will look for issues across the whole Success team, break the issues down into manageable components, and create solutions with measurable results.

What will you do

  • You will help Customer Success Manager to be more productive by optimizing processes, build customer dashboards, and automated workflows

  • You will establish a baseline of productivity using metrics like net MMR churn and product adoption

  • You learn from Customer Success Managers how processes currently work and what pain points they face in their day-to-day responsibilities

  • You segment the current customer base to distribute the workload effectively among Customer Success Managers

  • Executing and supporting the voice-of-the-customer processes to support the CSMs improving the customer satisfaction

  • Proactively oversee the Digital segment customers health score and inform the colleague of Account management in case of any outstanding risk or issue

  • You will onboard Customer Success Managers, teaching them how to use tools and how to work with customers

  • Be the facilitator of the VoC surveys (Relational or transactional) for all Customer Success Managers

  • You may reach out to customers or users

We are looking for

  • Passion for designing solutions that scale

  • Enjoys “getting their hands dirty” by digging into hidden and silent issues to break them down and find actionable solutions

  • Experience in a similar customer success role generating cloud software customer value with quick time to value

  • Takes high degree of accountability and commitment over their work

  • Clear communicator with professional presence and enthusiasm

  • Ability to establish and follow Key Performance Indicators (KPIs) for Customer Success

  • Experience on customer satisfaction metrics and trends

  • Experience in building and adapting customer journeys including processes and methodologies to improve product usability, expand product adoption, increase customer satisfaction and loyalty

  • Technically literate and familiar with Customer Relationship Management Software (e.g. Salesforce, Gainsight), Support platforms (e.g. ServiceNow), best practices and trends

  • A Bachelors or Master degree in a relevant field

  • Excellent communication and relationship management skills and fluent in English (verbal and written)

We offer

A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.

About us

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Read more on our website about how we transforms work and how people feel about it, so our customers and their people can thrive.