GPS Program Manager

March 30

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TrustArc

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Simplify & automate your organization's privacy management to minimize risk and maintain privacy regulation compliance.

privacy • Ads Compliance • security • data privacy • privacy risk

201 - 500

Description

• Design, implement, and manage customer success & technical support processes to improve customer satisfaction, retention, and growth. • Work closely with the customer success & technical support teams to identify areas for process improvement and develop strategies to address these areas. • Develop and maintain documentation for customer success & technical support processes, best practices, and guidelines. • Train and support the customer success & technical support teams on new processes and tools. • Monitor and analyze customer success & technical support metrics to identify trends and areas for improvement. • Collaborate with cross-functional teams, product, revenue operations, and sales, to ensure alignment and integration of customer success & technical support processes. • Lead projects to improve customer success & technical support outcomes and efficiency. • Stay informed about industry best practices and integrate new ideas and approaches into the customer success & technical support strategy.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or related field and/or equivalent job experience. • Proven experience in a customer success, technical support, process management, or operational role within a technology company. • Strong understanding of customer success and/or technical support principles and strategies. • Excellent analytical and problem-solving skills. • Experience with customer relationship management (CRM) tools, business data analysis tools and customer success platforms. • Strong project management skills and ability to lead cross-functional initiatives. • Excellent communication and interpersonal skills, with the ability to work effectively with a range of stakeholders. • Highly organized with excellent follow up skills. Preferred Skills: • Certification in process improvement methodologies such as Six Sigma or Lean. • Experience in data analysis and reporting. • Familiarity with SaaS (Software as a Service) business models and metrics. • Experience with Salesforce.com, Catalyst, Gainsight, or Domo. Personal Attributes: • Detail-oriented with a strategic mindset. • Strong leadership qualities and team collaboration skills. • Adaptable and open to change. • Committed to the continuous improvement of customer experience

Benefits

• Competitive compensation • Health, Vision and Dental Care • PTO Program • Computer + Welcome Package • Work from Home as choice • Continuing Education Program • Opportunities to participate in philanthropic activities • Opportunities to participate in health-focused activities- mindfulness, wellness, activity lifestyle • Php 20,000 employee referral program