RiskSense, Inc. Customer Success Operations Manager in Albuquerque, New Mexico
Join RiskSense (https://risksense.com) , one of New Mexico's fastest growing tech companies! We have unique DNA as the company was founded by real cyber-security practitioners. Working for RiskSense (https://risksense.com/) means you will be working alongside leading experts in the cyber-security field. Be a key part of building a hard-working culture in a tech environment, directing the future of our product and protecting one of the most important assets a company has, DATA.
The RiskSense Customer Success Operations Manager has a mission to drive the effectiveness and efficiency of the Customer Success team. The CS Ops Manager understands the customer?s success objectives and uses this knowledge to design, implement, and inform strategies and tactics for scalable processes that lead to faster customer adoption, securing of the renewal, and identification of upsells.
Gather and report customer health metrics as related to on-boarding, time to first value (TTFV), and customer sentiment and adoption (Net Promoter Score, Customer Satisfaction Score, Customer Experience Score) via dashboards and presentations. Identify strengths and wins and create processes and/or material for ?what works?; conversely, identify missed milestones or opportunities, ensuring the Customer Success Account Manager (CSAM) is armed with an escalation plan and/or course-correction resources.
Partner with Account Managers and customers to implement the tactical components of the onboarding process. Ensure that RiskSense is configured according to client needs and provide them with the knowledge necessary to maintain or edit the configuration. Via reporting and analysis metrics, inform CSAM and customers on additional configuration features that should be utilized to drive further adoption and value.
Attend cross-team meetings (Product, Marketing, Engineering) and act as the voice of the Customer Success org and our clients. Work cooperatively with cross-teams while also maintaining fidelity to the CS org agenda and objectives and ensuring the customer voice is heard. Take copious notes to inform the Customer Success org on decisions and initiatives of other teams and bring CS org and customer feedback back to other teams, creating a well-documented feedback loop. Examples include:
Provide customer feedback to the Product team - and relay Product responses back to CSAM. In some cases, facilitate customer calls with Product representatives.
Align with the Support and Engineering teams on resolution of issues. Be firm in the expectations for resolution and articulate risks of any delays.
Ability to break down complex and/or opaque problems into concrete, manageable tasks - and bring together the resources to accomplish the tasks.
Clear communicator with a professional presence; possesses top-notch verbal and written communication skills.
Strong listening and interpretation skills, and ability to quickly and succinctly notate what is being communicated.
Possesses a collaborative spirit: open to input from within CS org and other teams and enjoys solving problems and building effective partnerships.
Ability to adapt to a fast-paced and changing environment.
Excellent time management and prioritization skills and ability to meet tight deadlines while still delivering quality work.
Bachelor?s Degree; technical programs are preferred
3-5 years within a SaaS organization or in a Technical Support role preferred