Client Success Operations Manager - Charlotte

MapAnything is currently seeking a motivated, ambitious individual to join our Charlotte, NC  Client Success team. The CS Ops Manager will spearhead a variety of operational initiatives intended to increase the Client Success team's efficiency, give greater visibility into key metrics, and result in better customer experiences. The CS Ops Manager will partner closely with our leaders in Client Success, Support, Sales Ops, and Marketing in the planning and execution of both internal and customer facing programs to ensure that our customers are better served than any other customers in the Salesforce ecosystem.


Duties and Responsibilities:

  • Coordinate with client success leadership to develop an overall operational strategy focused on both efficiency and excellence across customer support, customer success, and new customer onboarding

  • Work cross-functionally to conceive, design and implement process optimization  and best practices (e.g, contract renewal tracking, SF service console implementation) utilizing the Salesforce ecosystem

  • Ensure efficiency and accuracy in Salesforce (data audits and system maintenance) and participate in the design/implementation process for system enhancements and complete user acceptance testing

  • Design and develop dashboards and metrics on key drivers of customer success to track performance, identify risks, and offer areas for change/adjustment

  • Develop key metrics to be communicated across the CS organization and to leadership that provide insights into customer satisfaction, usage, renewals, as well as overall departmental performance and operational efficiency

  • Own business analytics for global CS organization; provide analysis and insights for executive staff meetings, quarterly business reviews, board of directors meetings, all hands meetings, etc.

 

Desired Attributes:

  • 3-4+ years of work experience in sales operations, strategy/management consulting and/or operations role preferably with a software or Cloud company.

  • Self-starter, can work independently under minimal supervision

  • Highly detail oriented, with strong attention to accuracy

  • Experience using and developing reports, metrics and dashboards with Salesforce

  • Significant admin-level experience in Salesforce (esp around automation, setting up flows, process builder, macros, triggers, etc.). Salesforce Admin certification preferred

  • Strong communication skills, including written and verbal communication experience with senior management

  • Experience working in high-growth, performance/results-focused environments

  • High degree of quantitative, analysis, problem-solving and decision-making skills; critical thinker.

  • Aptitude for framing business questions with data and translating business needs into processes, analyses, reports, and datasets

  • Experience driving projects from start to finish and leading cross-functional teams; results-driven and self-motivated with the ability to multitask

  • Minimum education Bachelor's degree in Marketing or related Business Field, Master's degree preferred

 

Please email your resume to careers@mapanything.com

MapAnything, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, appearance, national origin, age, disability, genetic information, carrier status, marital status, veteran status, or any other protected status in accordance with applicable federal, state and local laws.