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Customer Success Operations Manager

vor 1 Monat

Erlangen, Bayern, Deutschland Mendix Vollzeit

Key Responsibilities:

Reporting & Analysis:

  • Drive digital initiatives, including SFDC integration and harmonization, to enhance recurring reporting and ad hoc analysis.
  • Track and analyze leading indicators of renewals and upsell opportunities.
  • Ensure consistent ARR reporting and enablement.
  • Prepare Quarterly Business Reviews (QBR) content, All Hands updates, and monthly forecasting cadences.
  • Develop and manage dashboards and reports for CSMs and CS Leadership.

Portfolio Management:

  • Coordinate customer tiering characteristics and ensure new customers are assigned to the team appropriately.

Revenue Recognition:

  • Ensure end-to-end processes are complete, collaborating with Finance and Order Operations to reflect correct customer entitlement.

Risk Management:

  • Detect early signals of at-risk renewals and factor them into forecasts.

Budget & Compensation:

  • Collaborate with CS Leadership and EMEA zone leader to produce accurate fiscal planning expectations.
  • Determine and document variable compensation metrics and targets.

Cross-Functional Coordination:

  • Coordinate cross-functional processes to maximize customer success team efficiency, particularly with GSCS – Counterpart, Partnering, alignment (Tools, definitions, standards, etc.).

Enablement:

  • Develop and manage materials and information to support CSMs in their work.

Requirements:

  • Strong SaaS knowledge.
  • Passion for designing scalable processes.
  • Ability to break down complex problems into manageable components and think through optimal solutions.
  • Enjoyment of digging into complex operations.
  • High degree of ownership over work.
  • Clear communication and professional presence.
  • Ability to lead through influence.

Benefits:

We offer generous benefits to support employees' wellbeing, including region-specific perks like fully-stocked office kitchens and commuter benefits.

Flexible, hybrid working arrangements.

Flexible paid time off.

Medical, Dental, and Vision Coverage.

401k matching.

Wellness benefits.

Siemens employee discounts.

Bravely career coaching.

Benefits may vary depending on location.