Customer Success Operations Manager, AlayaCare

• Post-secondary education in a relevant discipline (business administration, information technology, etc.) or a blend of post-secondary education and experience in a similar role
• 2+ years of experience in an operational or training-related role within a technology, SaaS, or internal software SME capacity (and bonus for a background in home health or post-acute care)
• 1+ years of SaaS experience is strongly preferred
• Experience with tools used for Customer Success, including HubSpot, Mavenlink, Zendesk, Qualtrics and Looker an asset
• Proficiency working with open-API systems (e.g., Make, Zapier) to create integrations between tools and automate processes
• Technical proficiency and experience adopting and optimizing new technologies
• MS Excel experience at an advanced level (BI tool experience would be a definite asset)
• Strong interpersonal, communication, and organizational skills, with an ability to balance competing priorities and build productive relationships with peers and senior leadership
• Experience-based mindset with strong analytical skills and a track record of customer focus, openness, trust, and delivering on commitments
• Solutions-focused and experience delegating tasks to other team members

Desirable

• The Customer Success (CS) Operations Manager is part of the Customer Success Operations team, reporting to the Senior Manager, CS Operations
• Acting as an administrator for Customer Success-owned applications (e.g., Mavenlink, Box, Qualtrics, Zendesk, Docebo)
• Managing implementation projects for new tools and technology systems, and maintenance of existing infrastructures
• Collaborating with CS Operations team members to identify integration opportunities that bridge CS-systems with other systems at AlayaCare, and leading the design, development, and implementation of approved projects
• Identifying opportunities to automate processes that increase the efficiency of, or reduce the manual work required by Customer Success teams, and evaluating proposed tools and technologies
• Documenting changes to internal process from new technologies and automations, or updates to existing technologies and automations, and leading team training and change management activities
• Identifying baseline performance and target metrics of assigned initiatives and designing mechanisms to measure project impact
• Creating reports to track and measure team performance, and managing the reporting infrastructure to ensure teams have access to accurate and timely data
• Managing project scope and addressing escalations and changes to delivery timelines, while keeping relevant stakeholders informed of progress and blockers
• Acting as the CS Operations representative for other departments (sales, product, finance) to identify, scope, and manage cross-functional projects
• Conducting research and analysis regarding new tools, automations, or technological processes that contribute to the overall goals of the CS Operations team, and working with senior operations staff to prepare businesses cases and recommendations
• Owning operational initiatives designed to improve Customer Success eNPS (employee net promoter score)
• Staying current on operational best practices within SaaS and translating research into internal guidelines