Senior Operations Manager, Customer Success
K3 Business Technologies, Ireland
Job Description
K3. Experience Applied
K3 is a leading global supplier of integrated business systems to retailers, manufacturers and distributors. We have over 25 years’ experience of delivering award winning solutions for more than 3,000 customers across 20 countries. Our success is built upon world class software, tailored by our industry expertise and delivered by our world class service. To learn more about our company, please visit www.k3btg.com.
We are open to this position being based in the UK or Ireland
K3. Experience Applied
K3 is a leading global supplier of integrated business systems to retailers, manufacturers and distributors. We have over 25 years’ experience of delivering award winning solutions for more than 3,000 customers across 20 countries. Our success is built upon world class software, tailored by our industry expertise and delivered by our world class service. To learn more about our company, please visit www.k3btg.com.
Job Summary
Reporting to the Chief Customer Officer, you will play a key role in the development, implementation, change management, and scaling of K3’s Customer Success Organisation: developing and implementing industry leading best practices in planning, execution and reporting of our Software and Services adoption and renewals business. You’ll be leading the development of the set of Tools (Customer Success Platform), Processes (Playbook) and People development as a partner of your Chief Customer Officer to ensure frictionless execution of the entire Customer Success process: Putting the CSM at the centre of the client objective and making all supporting functions of Sales, Consulting, Support and Renewals serve this client objective.
For success in this role, you will bring a strong understanding of the day-to-day Outcome, Adoption and Renewals motion, upsell and cross-sell strategies and churn reduction. This role will also require a strong understanding of operational and back-end processes and financial acumen. A key component of success will be the ability to roll up your sleeves, wear many hats, and effectively prioritize key initiatives. Experience in implementing a Customer Success Platform with the Business is a significant plus.
Key Responsibilities
- Define systems and processes that drive productivity, efficiency and visibility across the entire Customer Success organization.
- Execute on optimization and scaling initiatives to support and enhance the customer experience
- Provide project leadership to implement new software solutions, train the team on new technologies, and drive adoption of solutions. (Customer Success Platform)
- Work cross functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes
- Drive requirements on Consumption and Usage reporting for Data-driven decision making.
- Renewal records management and oversight of our renewals forecast
- Develop and execute renewal selling strategies: Hold forecast calls, providing these reports on all various revenue streams.
- Support the continued evolution of a Renewals playbook in collaboration with the CS team.
- Specify and Steer the development of our Client 360 view, reporting relevant client KPIs, install base and Touchpoints.
- Collaborate with Customer Success Managers on account planning and aligning Customer Objective Reviews (CORs) to the customer journey with new opportunities to grow the relationship
- Support Customer Success team in identifying, managing, and mitigating account risk in support of renewing accounts: providing recommendation on account consolidation, geo splits and Customer Success Solution attachments
- Help create and execute on plans to ensure accounts are referenceable
- Drive adoption of CRM platform, including reporting and dashboards for key business measures and performance
- Customer Satisfaction measurement and service recovery efforts
- Hold regular Enablement sessions with extended operational teams to ensure processes are clearly defined and being followed as it relates to Customer Journey amp; Value Path.
- Serve as an escalation point for process improvements, exception approvals, and supporting complex deals.
- Create or Manage Customer Success Knowledge Base, updating for the latest guides and process definitions, as well as enhancing documentation on existing processes and functions of the CSO Teams.
- Design or document processes using process flow maps and how-to guides.
Qualifications, Experience amp; Skills
- Strong Analytical skills, attention to detail, self-motivated, and able to work in a fast-paced, constantly changing environment.
- Proven ability to handle multiple projects simultaneously and independently. Highly