Customer Operations Manager

We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.

We’re looking for a customer operations manager to focus on enhancing the overall customer experience by managing and optimizing the systems, workflows, and teams that engage with customers. Customer operations manager ensures that all processes and operations related to customer service are efficient, effective, and aligned with the company's strategic goals. Additionally, the customer operations manager would have a chance to often contribute strategically to enhance efficiency and effectiveness, instilling structure and tactics, to help define and meet teams' objectives.

Your new adventure:

• Develop and implement operational strategies aligned with the company's goals, identifying potential risks, and creating mitigation plans.
• Lead cross-departmental and cross-functional projects and strategic initiatives within the COO organization, ensuring all stakeholders are included, informed, and aligned with the main goals, decisions, risks, and milestones.
• Assess and optimize processes that help meet targets and deliver on customers’ needs (e.g.: relay customer feedback to the Product team, align with Software Engineering and Engineering team for major cases and bugs, handovers between customer facing teams, playbooks & CTAs and more).
• Determine the timing and content of touch points for customer facing teams along the customer journey, to drive optimal adoption, net promoter score and satisfaction.
• Prepare and manage budget, monitoring expenses and seeking ways to reduce costs without compromising quality.
• Promote clear and effective communication within the stakeholders, project teams and organization to ensure alignment and transparency.
• Collaborate closely with suppliers and vendors to maintain strong relationships and optimize partnership value.
• Regularly assess the team's capacity and workload to ensure resources are appropriately allocated.
• Monitor and analyze performance data to drive improvements, setting performance metrics and targets for the team, and creating operational reporting for the teams.
• Implement and manage software solutions that support operational activities across all departments within the COO organization.

Does this sound like you?

• 2+ years of experience in a customer operations manager or similar role
• Skilled in planning, executing, and managing projects to improve customer operations
• Familiarity with and hands-on experience using Gainsight as a customer success software platform
• Experience with CRMs to manage customer interactions and data for strategic flows
• Solid organizational skills, including attention to detail and multi-tasking skills
• An understanding of business and strategic knowledge
• The capability to think analytically
• The ability to work collaboratively with various departments
• Strong verbal and written communication skills, with the ability to develop and maintain clear communication channels across the organization
• Proficiency in resolving conflicts and managing difficult customer interactions

Why Pipedrive?

• A value-driven work environment where people come first

• A lively bunch of colleagues from over 50 different countries, with offices in Lisbon, Tallinn, Tartu, Prague, London, Dublin, New York, Florida, Riga and Berlin

• A team serious about getting things done while not taking ourselves too seriously

• A world-class working environment full of the usual nice perks and some more

• Freedom to execute your ideas with a passionate and motivated team supporting you

• Flexible working hours as long as you’re there for your team members

• Lots of room for personal and career development, with internal and external training opportunities

• Competitive salary including all the benefits you’d expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, a public transport card, technology, etc.)

Pipedrive is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity, or veteran status.

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We’re on the lookout for a Customer Operations Manager focusing on lifting the overall customer experience!

If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.