Customer Success Operations Manager (m/f) (m/f)

EMNIFY | BERLIN, GERMANY

Your position
Working to enable the broader Customer Success Manager (CSM) team owning our team’s processes on a macro level, making sure all teams are aligned with the strategy for each part of the customer’s journey.
Key activities
  • Train team on process and process changes as required
  • Optimize processes for CSM team and map this to Salesforce and other relevant systems
  • Own clearly defined and reportable Customer journey stages
  • Align closely with Sales operations with transparency on current projects and roadmap activities
  • Analyse data trends along the customer journey including lost customers (churn)
  • Analyse the existing customer base and share insights and recommendations for continued growth with internal stakeholders
  • Help enable the CSM team to achieve KPI goals
  • Onboarding of new CSM team members
Knowledge & Skills Required:
  • Salesforce Administration experience and certification required
  • Experienced in project management (pmp or prince2 preferable)
  • Change Management experience
  • Proven track record in designing and implementing new and improving existing processes
  • Experience in scaling SaaS models
  • Analytical mind with Tableau or Power BI experience (certification preferable)
  • Lean 6 sigma would be a plus
  • Experience with Zendesk is preferable
Why EMnify?
With you, as part of our team, we want to expand our success globally and inspire businesses and developers with our innovative product. You’ll be at the forefront of the global technological revolution of IoT. Some benefits you'll get at EMnify:
  • A flat hierarchy, direct and open communication culture
  • Challenging tasks in a dynamic and international environment (25+ nationalities)
  • Great central location in the heart of Berlin – with an awesome view!
  • Regular team and company events
  • Social rooms with a Playstation to have fun together
  • A variety of drinks and snacks
  • Free gym on site
  • Free in-house German lessons
  • Dog-friendly work environment

Jobs at EMnify

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