Customer Success Operations Manager

Job Summary
Sprious is seeking a skilled, self-motivated, and passionate Customer Success Operations Manager to provide strategic oversight and work with team members on our Customer Success team, with a focus on technical support.

The mission of this role will be to drive the effectiveness and efficiency of our Customer Success team. You will report to the Director of Customer Success and be their trusted partner in defining Customer Success objectives, strategy, and tactics and implementing processes that scale.

Our culture is grounded in curiosity, accountability, and a belief that great ideas can come from anyone and anywhere. We're looking first and foremost for a culture and values fit, so if you’re looking to be a cog in a corporate machine, look elsewhere. But if you’re a self-starter who wants to create and implement new processes for one of the data collection industry’s fastest-growing new technology companies, you’re in the right place.
Responsibilities and Duties

Data

• Reporting
  • Report to the management team on customer inquiries, for example: support ticket volume, case subject matter, customer live chats, and customer satisfaction, across all product lines.
• Analysis
  • Must be able to do some analysis and have an understanding of tracking customer interaction trends, customer satisfaction, and departmental efficiencies.
  • Must be able to analyze data, experiment with changes, and constantly look for areas of improvement.

Processes

• Cross-Functional Coordination
  • Coordinate cross-functional processes that help meet customers’ needs, including processes for CSMs to:
    • Relay customer feedback to the Product team
    • Guide the Support team on the resolution of major cases
    • Report bugs to the Product team
    • Design workflows for the handoff to Level 2 support or Tech AM team
    • Onboard new CS team members and assist with training content and development

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