Operations Director for Customer Success

7 hours ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description

The Customer Success Operations Manager is responsible for assisting the Global Customer Success team in scaling effectively. The role involves establishing customer success objectives, strategies, tactics, and reporting for the global team.

The Operations Manager will support and enable the team in achieving operational targets related to expansion, revenue retention, referenceability, and ARR through detailed reporting. This includes defining the product vision, setting clear objectives, and developing a roadmap that supports long-term business strategies.

  • Ensure Gainsight ongoing enhancements align with the organization's strategic goals for customer success.
  • Collaborate with various departments such as Customer Success, Sales, Marketing, Data Analytics, and IT to gather requirements, prioritize features, and ensure that Gainsight meets the needs of all stakeholders.

The Operations Manager will leverage data and analytics to monitor platform performance, identify areas for optimization, and implement enhancements that drive key metrics such as customer health, retention, and expansion.

Key Responsibilities:

  • Establish and communicate a clear product vision and roadmap for Gainsight implementation and enhancements.
  • Work closely with the development team to ensure that the Gainsight platform is built according to specifications.
  • Continuously monitor the performance and usage of Gainsight, leveraging data and analytics to identify areas for improvement.
  • Act as the primary point of contact for all Gainsight-related inquiries and updates.
  • Conduct regular training sessions and workshops to ensure stakeholders are well-versed in using Gainsight features and functionalities.
Required Skills and Qualifications

The ideal candidate will have 5 years experience in a Business Operations capacity. Strong experience with Microsoft Office (Excel, Power Point) and Salesforce application/reporting skills are required.

Experience with Gainsight and strong overall reporting/analytics skills are also essential. Excellent written and verbal communication skills, as well as organizational skills with the ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time, are necessary.

A relevant experience in technology industry (SaaS preferred) is highly desirable. Experience with MS Visio & PowerBI (Preferred) is an advantage.

Benefits

This role offers a unique opportunity to work with a dynamic team and contribute to the growth of the organization. The successful candidate will have the opportunity to develop their skills and expertise in a fast-paced environment.

Others

We are looking for a talented and motivated individual who is passionate about customer success. If you are a strong communicator with excellent analytical skills and a proven track record of success in a similar role, we encourage you to apply for this exciting opportunity.

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