Customer Success Operations Manager

Customer Success Operations Manager

Remote USA - EAST COAST

Vonage Sales Mission

We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.

Why this role matters

The Customer Success Operations Manager is a critical member of the Sales Operations team who has a solid understanding of the processes for all sales channels and how this translates into creating meaningful reporting. The Customer Success Operations Manager manages a regular cadence of sales and revenue reporting to/for all of the CS teams, creates ad-hoc reporting as needed, and reviews processes and systems related to reporting and CS performance. The Customer Success Operations Manager is an independent problem solver that will take an analytical approach to answering sales leadership questions with fact-based metrics.

What you will do

• Focus on regular reporting executables and cadence with an urgency to ad-hoc reporting needs in a quickly changing work environment
• Prioritize and ensure project-based deliverables in order to meet deadlines with excellent follow-up and follow through
• Document Customer Success Reporting Processes for user reference and training
• Operate effectively within Vonage’s internal CRM, CS Gainsight Instances, Tableau Reporting, and other Operational Systems
• Work with multiple levels of the business to ensure the proper data is being analyzed to solve problems
• Ability to use data engineering, analytical skills and critical thinking to solve problems and/or glean insights of the business

What is required for application

• Understanding of SaaS business model and Customer Journey
• Bachelor degree or equivalent work experience in SaaS
• 3 - 5+ years of Sales Operations, Customer Success, or CS Ops experience 
• 3 - 5+ years knowledge of SalesForce.com required 
• Demonstration of supporting Sales or CS leadership experience
• Proficient in G-Suite, MS Office and general data visualization and presentation applications
• Location: Remote, preference for EST-based 

What is in it for you

• In addition, to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

#LI-MB1

#LI-REMOTE