Customer Operations – Automation Manager

🕒 3 dias atrás

⛰️ Colorado – Remoto

⛰️ Colorado – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

👻 Score fantasma 11%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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SimpliGov

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏛️ Governo

☁️ SaaS

⚡ Produtividade

Government • SaaS • Productivity

SimpliGov é uma plataforma poderosa de solução de ponta a ponta que oferece automação de processos de trabalho, formulários digitais e assinaturas eletrônicas, projetada principalmente para aplicações governamentais. A plataforma apresenta ferramentas sem código, permitindo que os usuários automatizem processos sem necessitar de expertise técnica. Suas ferramentas abrangentes incluem automação de documentos, assinaturas eletrônicas (SimpliSign), um designer de formulários, acesso a idiomas para traduções e análises de desempenho. Reconhecida por sua aplicabilidade nos setores de governo estadual e local, a SimpliGov facilita a digitalização e modernização de serviços públicos, como serviços do Detran, operações legais, licenças, entre outros. Ela se integra perfeitamente com sistemas empresariais, garantindo maior eficiência e transparência.

Descrição

• Find, prioritize, and ship AI and automation use cases across the customer lifecycle, including renewal and QBR preparation, account health summaries, call and meeting notes, ticket triage, and risk alerts • Build and maintain automated workflows in Salesforce Flows, Customer Success tools, and approved AI platforms • Measure workflow impact through hours saved, response time, and adoption, retiring workflows that do not deliver • Set standards for responsible AI use with customer data in partnership with Security and Compliance • Train and enable CSMs on new tools and prompts, and maintain a shared library of approved AI workflows • Map and improve the customer journey from sales-to-onboarding handoff through implementation, adoption, renewal, and expansion • Own the account health score model, including inputs, weighting, thresholds, and triggered actions • Design and document Customer Success playbooks, SLAs, and escalation paths, drive team adoption, and plan capacity and book-of-business coverage models • Run the voice-of-customer loop through surveys, NPS/CSAT, and feedback themes, routing insights to Product and leadership • Serve as Customer Success's primary partner to Revenue Operations • Own Customer Success data quality in Salesforce and agree shared metric definitions with RevOps and Finance • Maintain integrations across shared tools • Build and maintain Customer Success dashboards and the renewal forecast view • Prepare Customer Success data for leadership and board reporting • Own Professional Services data, capacity plans, demand and revenue forecasts, and regular PS reporting • Report on utilization, project health, on-time and on-budget delivery, margin, backlog, time to go-live, and flag capacity gaps and delivery risks • Identify recommendations based on Professional Services reporting • Report to the Director of Professional Services and partner with Customer Success, Revenue Operations, Finance, Support, Product, and Security and Compliance

🎯 Requisitos

• 5+ years in Customer Operations, Revenue Operations, Support Operations, or a similar B2B SaaS role • Strong Salesforce skills: reports and dashboards, the data model, and building or specifying Flows • Hands-on experience with LLM tools and AI platforms (e.g., Salesforce Agentforce, Claude, ChatGPT Enterprise) • Experience with automation tools (e.g., Zapier, Workato) • Proficiency with a Professional Services Automation platform such as NetSuite OpenAir or BigTime • Proficiency with customer support systems (e.g., Salesforce Service Cloud, Zendesk) • Experience with a Customer Success Platform (e.g., Gainsight, ChurnZero, Vitally) • Track record of shipping automations or AI workflows that the team actually adopted, with measurable results • Process design experience: mapping workflows, writing playbooks, and leading change across a team • Working knowledge of SaaS retention metrics (GRR, NRR, churn, health scoring, renewal forecasting) • Clear communicator who can turn business needs into technical requirements, and back again • GovTech or public-sector SaaS experience, including contract-driven renewals and procurement cycles (preferred) • Salesforce Administrator certification (preferred) • Familiarity with data security expectations for government customers, e.g. SOC 2, StateRAMP/FedRAMP (preferred) • Employment authorization is verified through Form I-9 and E-Verify for new hires

🏖️ Benefícios

• Competitive compensation • Comprehensive health, dental, and vision benefits • 401(k) with company match • Generous paid time off • Flexible work arrangements • Opportunity to drive digital transformation in government

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