JOB SUMMARY
Reporting to the Vice President, Client Success, the Manager, Client Success Operations plays a key role in driving client goals, product utilization, retention efforts of our clients, and the oversight of our renewals process. This role will lead the day-to-day operations of the Client Success Operations team and drive the strategic initiatives to support the overall goals of the department and the organization. This role will provide daily support roles involved in providing data, analyses and communication with the Client Success Managers and cross-functionally with all internal teams within the organization to ensure continued growth within existing clients and future clients.
WHO ARE YOU?
You believe in a customer-focused company and want to be part of a team that provides world-class customer service. You are an energetic leader, focusing on relationships with a drive for measurable results. You understand the value of data, metrics and effective processes to continuously enhance, and personalize the customer experience. You understand the SaaS industry and the impact of client success on revenue and market value. You believe customer satisfaction is directly related to employee satisfaction and focus on the care and coaching of your team. You are curious, analytical collaborative, and take ownership. You thrive in a fast-paced environment and are not afraid of new challenges and change.
RESPONSIBILITIES
- Working in collaboration with the Vice President, Client Success, building leading, and mentoring the Client Success Operations team, by ensuring the team remains focused and results-driven.
- Identify areas of development and ensure that the team remains world-class.
- Oversee the renewal of customers’ service contracts through the oversight of renewal quotes and related data to ensure our Client Success team follows through to completion.
- Produce dashboards, forecasts and reports on recurring revenue KPIs and related trends to Management
- Design, compile and analyze data sets to support digital customer engagement campaigns to expand customer utilization and spend on Blackline products and services
- Analyze data and related trends to recommend programs that would increase revenue, team performance and corporate results
- Prepare and distribute reports of key performance indicators to support executive and operational decisions regarding client retention and account expansion
- Evaluate and implement systems and tools that enhance the operations of the Client Success team
- Work with the teams to escalate internal and external concerns and ensuring that all resources used to maintain customer satisfaction.
- Ensure that Client Success Operations team is providing feedback to internal teams on long-term trends that may affect customer satisfaction or retention.
- Monitor work schedules for the team to ensure they meet deployment demands both locally and internationally, recommending adjustments as required.
- Aid in documenting procedures, establish and deliver training for team members and cross-functional teams
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned.
SKILLS AND PREREQUISITES:
- Post-Secondary education or equivalent certification in a business-related field is an asset
- 2-3 years leading teams focused on customer support, account management, data entry and analysis
- Demonstrated ability to extract data from corporate applications (CRM, ERP) to inform analysis and trends to improve corporate performance
- Ability to identify meaningful metrics for reporting and analysis of operational issues
- Proven track record of leading and energizing a group to be successful and meet targets
- Ability to drive results in an ever-changing environment
- Clear communication, both written and verbal with strong interpersonal skills
ABOUT BLACKLINE
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products — we offer the broadest and most complete portfolio in the industry. We monitor personnel working alone in populated areas, indoors within complex facilities, and employees operating in the most remote reaches of our planet. Our products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gases. Our products save lives. Our design, marketing, customer care, sales, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSXV: BLN).
