Your Mission
As a Revenue Operations Manager focused on Customer Success Operations at Tellent, you will operate as a strategic advisor to the regional CS leaders and GMs as well as roll up your sleeves to execute on the core needs of the business: analyzing and improving existing processes, customer journey flows, and our ability to forecast and drive expansion and churn prevention.
About the team
You will join a central team of 4 Revenue Operations professionals, responsible for different parts of the revenue funnel: marketing, partnerships and sales.
Your 12-month journey
First 3 Months: Learn about the company's products, systems, and current processes. Begin assessing existing processes and tools used in Customer Success Operations. Start building relationships with key stakeholders across departments.
After 6 Months: Begin implementing initial process improvements and project initiatives. Work on your first project related to Customer Success. Take ownership of reporting for Customer Success.
After 12 Months: Develop and implement processes to enhance efficiency and productivity. Lead ongoing improvements in systems and processes, based on data-driven insights.
What you’ll be doing:
Elevate and own Customer Success Operations: Analyze current Customer Success processes with fresh eyes, work with the VP Revenue Operations, Revenue Operations team and Customer Success leaders and teams on priority areas of impact in line with the company strategy, and own planning and execution of roadmap projects with the support of the relevant teams.
Generate insights and analysis: Co-own Customer Success metrics, forecasting, and performance analysis: building and maintaining dashboards and reports in Planhat and translating complex data sets into actionable recommendations and insights for decision-making on customer health, renewal forecasting and churn.
Optimize and mature processes: Simplify and consolidate Customer Success processes across product lines and regions, drive adoption of new or updated processes through enablement, guidelines and playbooks, and support key initiatives (e.g., pricing migrations).
Operate as a trusted advisor to Customer Success and other teams: Partner with Customer Success, Sales, Marketing, and Product teams to align processes with business objectives. Act as the main point of contact for Customer Success functions within the Revenue Operations team.
Ensure Planhat data accuracy and hygiene: Work with the Customer Success and Data Operations team to maintain accurate Planhat data hygiene and integrity.
