Senior CPX Operations Manager, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $74k - $125k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Workiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $689.3k Venture Round on 2014-10

Consulting • Healthcare • Logistics

Workiva is a comprehensive platform designed for corporate reporting, ESG, audit, and risk management. It offers integrated reporting solutions that connect data, unify processes, and empower teams to focus on value-added work. Over 6000 international companies trust Workiva for its ability to streamline workflows and provide a single source of truth for financial and non-financial data. The platform incorporates cutting-edge technology, including AI and automation, to enhance security and compliance with current and future regulatory requirements. Workiva's solutions are tailored to various sectors, including banking, insurance, and investments, and the platform supports teams in accounting, finance, audit, risk, and sustainability.

📋 Description

• Improve systems, processes, and tools to drive efficiency and remove repetitive tasks for Customer Success teams • Maximize the technology stack, ideally Gainsight, and partner with Business Technology to build automation and AI-driven workflows • Gather detailed business requirements from Customer Success stakeholders and translate them into technical configurations • Support regional rollouts of global operational initiatives and standardized processes • Drive adoption of standard workflows to safeguard data accuracy and consistency across systems • Partner with Business Technology, Product, Sales, and other cross-functional teams • Develop and maintain playbooks, process documentation, and field communications • Identify and cultivate regional change champions to reinforce best practices and drive adoption • Design and maintain systems for collecting, consolidating, and analyzing customer interaction data and Customer Success performance metrics • Build operational dashboards that provide actionable insights to Customer Success managers and individual contributors

🎯 Requirements

• 4+ years in Operations for Customer Success or Customer Experience, preferably within a SaaS environment • Undergraduate degree in a related field or equivalent practical experience • Experience working in geographically dispersed teams • Experience leveraging Gainsight or similar, Salesforce, and Snowflake to automate and enhance customer management • Experience re-engineering processes through automation and AI to drive efficiency and enable scale/growth in CS teams • Experience gathering business requirements and implementing build/change through structured methodology • Exceptional problem-solving, critical thinking, and analytical skills • Solid verbal and written communication skills • Ability to effectively interact with business partners at varying organizational levels • Strong project management, time management, organizational skills, and attention to detail • Ability to synthesize data into consumable insights and deliver them to stakeholders • Personable, agile, adaptable, and flexible mindset • Willingness to travel up to 15% for team and corporate meetings • Reliable internet access for periods of remote work

🏖️ Benefits

• A discretionary bonus typically paid annually • Restricted Stock Units granted at time of hire • 401(k) match • Comprehensive employee benefits package • Flexible work arrangements: working from an office or remotely from any location within your country of employment • Reasonable accommodations for applicants with disabilities

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