Client Success Operations Manager
Job Description
About Us:
Consensus is a top place to work due to the incredible culture our employees have created. In fact, RepVue has ranked us #1 in their top 20 "Best Culture and Leadership" category. We strive to provide an opportunity to work with a great team with a compelling product with the objective that adding value in your work life fuels the rest of your life. We know that a winning company is built on the efforts of its people, and that’s an environment we foster at Consensus. We encourage every employee to bring their authentic self to work and take ownership of their position and their career. We strive to give our employees everything they need to make meaningful contributions to the overall success of our company. We’re looking for go-getters that are excited to thrive in a company going through an exciting growth phase!
We are a fast-growing SaaS company based in the United States. We are changing the way the world buys enterprise software. We do this by providing intelligent demo automation software that helps you scale Presales. How does this work?
We believe buying enterprise software should be simple, pleasant, and fast instead of complex, painful, and slow (which is how it is today). Buyers now want instant access to presales (sales engineering) resources throughout the buying experience but they find it harder and harder to get what they need. Using Consensus, a sales engineering team builds a library of reusable interactive video demos that Sales sends out on-demand. Consensus automatically personalizes the experience and tracks engagement as the prospect shares the demo with other stakeholders in the buying group, bringing the entire buying group to live demos better educated and ready to talk specifics.Â
This not only reduces unqualified demos to near zero and can double the presales team’s productivity, it also removes the "demo lag time" for prospects and shortens the sales cycle by as much as 68%.Â
Our Values:Â
Our values are extremely important to us and we hope that they mean something to you too. We want everyone to bring their authentic selves to work every day. We hope you can help us continue to grow without having to be perfect, but willing to put your name on something knowing it is a “version one”. Everyone here takes total ownership and accountability, because owning our outcomes means making a real contribution. We also believe in a “no peacemongering” principle. We know our path to success is hard and we don’t hesitate to ask hard things of others. We are respectfully confrontational to one another and ask direct accountability questions.Â
Check out all of our values on our careers page!
About the Role:Â
The Client Success Operations Manager will support our Client Success team by evolving the technologies, processes, and analytics that improve workflows, deliver customer insights, and advance the efficiency and performance of our customer success managers. This role will also work closely with our Marketing and Sales Operations Managers to ensure accurate customer data across all stages of the sales cycle and customer journey.
What You'll Do:
- Implement and manage software that facilitates client success activitiesÂ
- Drive the effective forecasting and reporting of past results on key client success measures (adoption, renewals, upsells, customer satisfaction, advocacy, etc.)
- Detect early signals of at-risk accounts, design systematized CS playbooks, and provide a path to escalation
- Build cross-functional processes (visibility and accountability) that help meet renewal and upsell targets and drive their successful adoption
- Perform other operational tasks as required to support the customer success function
- Create and maintain reports and dashboards to support key customer success indicators and customer health metrics
- Lead the development and reporting of customer success KPIs and their integration across the RevOps team.
What We're Looking For:
- 3-5 years of experience in a Client Success, Revenue Operations, or other operations-focused role
- Prior Client Success experience is a plusÂ
- Proven examples of leading data, system, or operational process enhancements
- Keen analytical, problem-solving, and project management skills
- Proven team player with excellent interpersonal skills
- Detailed-driven and results-oriented
- Ability to work independently and remotely
- Experience in managing renewal processes is a plus
At Consensus, You'll Get:
- Generous employer contribution towards health insurance with multiple plans to choose from (dental and vision coverage is available as well)
- HSA/FSA programs available to maximize your tax savings
- 401(k) with company matching contributions
- Paid parental leave to prioritize your family
- Unlimited PTOÂ
- 12 company holidays
- Flexible/Remote work environment
- Company provided best-in-class WFH setup
- Professional Development ProgramÂ
- 2 days off each year to volunteer at a charity of your choice
- Birthdays offÂ
- Every third Friday of the month off
Apply Now
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Date Posted
11/06/2023
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