Customer Success Operations Manager

Job title:

Customer Success Operations Manager

Company

Benefex

Job description

Who are Benefex? 💚💜We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe no one comes to work to do a bad job or be actively disengaged, and that technology is instrumental in providing an exceptional employee experience. We are striving to create seamless but tangible interactions between employers and employees, making work a rewarding place for every single one of us. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀Why should you apply? 🌟

• Impact: Enable our global Customer Success team with the right data, systems and processes to scale and meet our ambitious growth goals
• Scale: To build a world class CS team we need scalable data, systems and processes, play a critical role in creating this
• Autonomy: As the CS Ops expert, you’ll define the roadmap and priorities to ensure we provide the most value to our customers
• Top 10 Employer, Sunday Times Best Places to Work Awards
• Work for a profitable, fast-growing market leader in the online reward and benefits space

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position**Great benefits:💰 £65,000-70,000🤸 Flexible work – choose a working setup that works for you, you must be based in the UK or Ireland.

• The GTM Ops team will typically meet 1-2 times a month in London, as well as attend the monthly company updates in Southampton.

✈️ 25 days holiday plus your local bank holidays🎂 Your birthday off❤️ Two half day wellbeing days🩺 Healthcare cash plan to cover the costs of day to day healthcare🧠 Employee Assistance Plan 24/7 365 support🤒 Income Protection (75%) and life assurance (4x salary)🤑 Pension scheme🌟 Enhanced parental leave package – 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave💳 £50 monthly allowance to spend on whatever takes your fancy, your very own Benefex card will be topped up at the start of each month!Role Overview 🚀The Customer Success Operations Manager role sits within the GTM Ops team operating as a strategic partner to the Customer Success team, empowering them with the tools and processes necessary to deliver exceptional customer experiences and achieve revenue goals. This role will be the driving force behind optimizing our Gainsight platform, ensuring it’s leveraged to its full potential to provide actionable insights and drive proactive customer engagement. The ideal candidate will possess a deep understanding of Customer Success best practices, combined with technical expertise in Gainsight administration and a passion for data-driven decision-making. This role will collaborate closely with cross-functional teams to identify opportunities for automation, streamline workflows, and ultimately improve customer retention and growth. This role will directly impact the success of our Customer Success organization and the overall customer experience.Responsibilities 🤘 * Administer and customize the Gainsight platform, ensuring it meets the evolving needs of the Customer Success team.

• Develop and implement operational processes and workflows to maximize team efficiency and effectiveness.
• Create and maintain reports and dashboards within Gainsight to track key performance indicators and provide actionable insights.
• Ensure data quality and integrity within Gainsight, implementing data governance policies and procedures.
• Train Customer Success team members on effectively using Gainsight and provide ongoing support.
• Collaborate with Customer Success leadership to identify business needs and translate them into CS Ops requirements.
• Manage integrations between Gainsight and other business systems (Salesforce, Product etc), ensuring seamless data flow.
• Analyze existing Customer Success processes and identify opportunities for improvement and automation.
• Act as the primary point of contact for Gainsight, managing the vendor relationship and ensuring optimal support.
• Contribute to the development of the Customer Success operations strategy, focusing on how data, systems and processes can be leveraged to achieve business goals.

What are we looking for? 🔎

• Proven experience in a CS Ops. Someone who has their opinions on what “good” looks like, who is able to build out our CS Ops function.
• Prior experience working in a global/high growth B2B SaaS company.
• Gainsight Experience – someone who knows how to get the most out of the platform, able to create new workflows, improve processes and automate where possible. (Ideally Gainsight certified)
• Salesforce Experience – Has admin experience with Salesforce, knows what a good implementation of Customer Success processes looks like in Salesforce.
• CS Stakeholder management experience – Understands the world of Customer Success, and knows how to design and prioritise process that has the biggest impact in the CS teams day to day
• Inquisitive – keeps abreast of the latest tech development in CS Ops.
• Self-driven – proactively assesses where they can be of most value, gets energised by chiming in on team discussions.
• Empathetic – knows how to put themselves in the position of their end-users.
• Continuous improvement mindset: someone who is always looking to learn and grow, always looking for ways to improve, open to new ideas. Evidence of improving processes and ways of working in previous roles.
• Excellent communication skills: able to communicate effectively at all levels, across the business.

Even if you don’t meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow.Our interview process✌ Benefex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.📞 Initial call with the Talent team – 30 min🧪 Online tests in numeracy and logical reasoning⏳ Interview with the hiring manager and a member of the team – 60 min👋 Meeting with two of our CS team – 30 min🤩 Final interview with the Chief Revenue Officer – 30-45 minWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.We are a proud member of the Disability Confident employer scheme.If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.

Expected salary

£65000 – 70000 per year

Location

Southampton

Job date

Tue, 11 Feb 2025 05:28:36 GMT

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