Manager – Customer Success Group Operations
| Company | WalkMe |
|---|---|
| Location | Austin, TX, USA, Raleigh, NC, USA |
| Salary | $110000 – $125000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Must have minimum 3 years experience, with at least 2 years in an Operations capacity in a SaaS environment
- Must have Advanced Excel/ Google Sheets Experience (Pivot Tables, Sum ifs, V-lookups, index matching)
- Advanced Salesforce and Tableau knowledge is required; specifically, complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred
- Self-starter with the ability to take ownership while navigating in an ever-shifting environment
- Ability to explain complex datasets and trends in clear terms to help cross-functional partners drive success using your insights
- Experience providing Quantitative Data Analysis to leadership for informed decision making
- Experience with scaled Customer Success teams, operations and methodology
- Bachelor’s degree or equivalent work experience required
- Must be able to work 3 days per week in Raleigh or Austin office
Responsibilities
- Build and maintain dashboards for CSG leadership, including models & metrics related to renewals, churn predictions, account health, resource and capacity planning, budgeting and forecasting
- Conduct analysis on account segmentation, capacity planning and coverage models to support continuous planning cycles
- Ensure data pipelines and schemas are optimized for accurate reporting, analysis and insights, for reporting to CSG Leadership
- CSG Compensation design, planning and reporting
- CSG Department and individual performance KPIs & OKRs reporting
- Manage and maintain key playbooks for customer health, risk management, expansion opportunities and advocacy programs
- Develop, document, and maintain CSG standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams
- Support the enablement of Customer Success Group methodologies, including process workflow documentation and policy development
- Partner with cross-functional teams: Customer Success, Support, Professional Services and Customer Experience (included a Scaled CS team) to identify and address operational inefficiencies
- Account Segmentation management & analysis
- Troubleshooting operational issues as they surface
Preferred Qualifications
- Optional: Anaplan experience for business planning purposes
- Optional: Experience administering Gainsight / Totango or a similar Platforms