The Customer Lifecycle Operations Manager is responsible for assisting the VP, Revenue Strategy and Center of Excellence in driving and optimizing the end-to-end customer journey, ensuring a seamless and positive experience from initial contact through to post-sale support. This role requires a strategic thinker with excellent operational, analytical, and communication skills to drive customer success and retention.
Processes:
- Optimize and manage Customer Success, Professional Services, and Support operations to enhance customer experience and outcomes
- Collaborate with cross-functional teams to refine processes, implement and maintain workflows, and and increase team effectiveness
- Risk Management: Detect early signals of at-risk renewals (12-18 months before renewal date) and design playbooks for CSMs to address them
- Renewals Forecasting: Develop scalable processes in Gong for CSMs to forecast and track renewals
- Customer Lifecycle: Work with customer success leadership on the timing and content of CSM touch points throughout the customer journey.
- Liaise with product, professional services, and sales teams to:
- Channel customer feedback to pro...
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Docebo
A fast-growing SaaS company that provides the next generation of learning software for companies worldwide.
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