ChannelApe is seeking a passionate, analytical and driven operations expert to build out our CS Ops function from the ground up. As Manager of the CS Ops team, you will be responsible for ensuring that the various arms of the CS organization – including professional services, client services and support – have the tools needed to do their job and are operating at peak effectiveness and efficiency. This is a tremendous opportunity to shape the way our growing CS organization operates, as you and your team will play a crucial role in ensuring cross-functional (at all levels of management) customer success visibility and accountability.

Responsibilities:

  • Drive the effective forecasting and reporting of past results on key customer success measures (adoption, renewals, upsells, customer satisfaction, advocacy, etc.)
  • Develop systems to track and analyze leading indicators of renewals and upsell
  • Detect early signals of at-risk accounts, design systematized CS playbooks and provide path to escalation
  • Build cross-functional processes (visibility and accountability) that help meet renewal and upsell targets, and drive their successful adoption
  • Coordinate 1:many communication outreach efforts (e.g. NPS, Product update/enhancement notifications, etc.)
  • Develop processes for identifying top customer candidates for upsell
  • Lead CS resource forecasting and assignment for Implementation Managers and CSMs
  • Work with CS leadership team to develop and administer team performance assessment criteria/bonus model
  • CS team enablement, including materials, data and coordination of training to help the team work more effectively
  • Implement and manage software that facilitates CS activities
  • Embody ChannelApe values and serve as a role model for team members

Requirements for position:

  • 2+ years of people management experience in a customer success or services function
  • Deep expertise in Salesforce, CS Management and support CRM software
  • An analytical and metrics-driven work style, along with excellent communication and presentation skills
  • Creative, resourceful, detail-oriented, and highly organized
  • Self-starter who thrives under ambiguity and change in a fast-paced, deadline oriented environment
  • Passion for e-commerce and new technology
  • Background in ecommerce, software, or web development is a big plus

 

Benefits:

  • Health – Medical, Dental, Vision
  • 401(k)
  • Paid Time Off – 15+ days first year

Interested? Tell us your story and why you are interested in joining the team.