Operations Manager, Customer Operations Manager, Customer …

Operations Manager, Customer Operations Manager, Customer Success Operations Manager, Customer Success USA-IL-Riverwoods-Lake Cook Rd/en-US/External/job/USA-IL-Riverwoods-Lake-Cook-Rd/Operations-Manager--Customer-Success_R0011627/apply

Operations Manager, Customer Success

Wolters Kluwer – Legal & Regulatory

Job Posting R0011627

Location: Riverwoods, IL or Remote-based (US)

Job Description Summary

Requires specialized depth and/or breadth of expertise, conceptual and practical knowledge of theories and principles, and applies general knowledge of business and industry practices within sales operations. Works independently, with guidance in only the most complex situations. Provides operational support to sales management. Plans and coordinates projects to improve the operational efficiency and effectiveness of the sales force. Contributes to the development of processes and procedures to support the sales process and participates in the development of requirements for sales support systems. Develops, implements and analyzes compensation programs for sales personnel, including sales plan analysis and design, calculation of plan payments and trend analysis. Reviews information of sales activities that support sales performance metrics and sales process improvement. Serves as advisor on advanced and broad ranging projects. Interprets business challenges and recommends best practices to improve products, processes or services. Leads others in solving complex problems using sophisticated analytical thought to exercise judgement and identify innovative solutions. Leads functional teams or projects. Exercises judgment in evaluation, selection, and adaption of both standard and complex techniques and procedures. Uses in-depth professional knowledge and acumen to develop models and procedures and monitors trends.

The Operations Manager, Customer Success will be integral to the success of the Wolters Kluwer Legal Markets Customer Success team. As a part of the Sales Operations team, they will drive the effectiveness and efficiency of our Customer Success organization by collaborating with leaders within the Customer Success, Sales, and Operations teams. They will drive a culture of data-driven decision making and this individual will function as a center of expertise for the Customer Success organization.

The Operations Manager, Customer Success will have demonstrable experience in analyses, reporting and processes across a broad range of Customer Success topics such as retention, renewal processes, renewal trends, churn, and forecasting. They will also have experience in in the administration of Customer Success tools such as Gainsight. They will have experience working closely with a number of internal stakeholders, including, Sales and Success Operations, Sales, Finance, Product, Customer Success, and the Executive/Senior Leadership team.

• Partner with cross functional departments to learn business needs and how it may impact Gainsight and Salesforce
• Collaborate with business owners to identify which processes to rollout and when
• Manage mapping, documenting, and implementing CS processes
• Work with leadership to ensure the most significant contributors to overall customer health are up to date and driving a customer health scorecard based on our customer data foundation
• Design business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers. Establish and manage policies, procedures and reporting and drive operational results across the Customer Success team. Manage user accounts, groups and security settings in Gainsight
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
• Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
• Help prepare the Customer Success team to roll out additional processes or functionality.
• Provides day-to-day end user support to all levels of the organization
• Develop recommendations for new business processes and initiatives to support improvements in Customer Success operations
• Report to leaders and executives on results, forecasts, and trends with insights and analysis through dashboards, presentations, and data models
• Ability to pull data points and analyses together to influence leaders and provide strategic recommendations
• Use predictive analytics to provide trends and insights around retention, churn, renewal linearity, and propensity to buy
• Support compensation design to determine the metrics and targets that the teams within Customer Success are measured on
• Partner with cross-functional teams on business initiatives that impact systems, reporting, policies, and process improvements
• Translate business initiatives into actionable objectives for Customer Success operations by developing, coordinating, and implementing a plan then measuring the overall impact and success
• Manage user accounts, groups and security settings in Gainsight
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
• Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
• Help prepare the Customer Success team to roll out additional processes or functionality.
• Provides day-to-day end user support to all levels of the organization
• Performs other duties as assigned by supervisor

Requirements:

• 2+ years experience as Gainsight Administrator
• Experience as a Salesforce Administrator is an asset
• Gainsight Administrator Certification
• Salesforce Administrator Certification
• Deep knowledge and exposure to customer success processes and technology stack
• Literacy and/or proficiency in APEX, Java, HTML, and/or JavaScript is helpful, Deep MS Excel, SQL, and business analytics skills preferred
• Literacy and understanding of data warehouse functionality (Amazon Redshift), field sets, and some knowledge or experience with S3 API an asset
• Excellent ability to work with a cross functional team

Education

Minimum:   BA/BS or equivalent experience

Preferred:   MBA or advanced degree

Experience

• Experience:  3+ years of related experience focused on using data to uncover insights that drive action within the Operations function

Preferred Experience (includes minimum): 

• Experience across multiple operations functional areas: Sales, Services, Customer Success
• Background in SaaS or a recurring customer subscription model company
• Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making

Tools:

• Experience with tools such Tableau, SQL, Excel, Salesforce.com
• Tools and process enabling remote connection to internal systems.
• Experience using Customer Success Software, CRM Software, BI Tools and Google Applications

Travel: Limited travel, up to 5%

Posted 7 Days AgoFull timeR0011627

Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.

Wolters Kluwer reported 2019 annual revenues of €4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit , follow us on , , and .

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.

Operations Manager, Customer Success