Customer Success Operations Manager

Ardoq

København, Capital RegionDenmark, Denmark Hybrid remote

Full time

Customer Success

Jul 11

Bold, Caring, Driven / Who We Are

At Ardoq, we are committed to building a diverse and inclusive workforce, which has helped make Ardoq the Bold, Caring, and Driven company it is today. We pride ourselves on being an equal opportunity employer. 

 Ardoq is one of the fastest-growing SaaS companies from the Nordics with a key focus on expanding in Europe the U.K. and North America. We have an award-winning product and a reputation for our dedication to enriching company culture. Our innovative, data-driven platform inspires the implementation of change plans in any organization. We help organizations achieve digital transformations. We are headquartered in Oslo with offices in Copenhagen, London, New York, and home offices worldwide. Ardoqians come from over 30 countries, with English as our working language.

Customer Success Operations Manager

Reports to: Global Director of Revenue Operations

 As part of our continued investment in our company culture, we’re looking for a Customer Success Operations Manager to join our expanding, international and vibrant team.

You will play a core role in creating and improving our processes, technology stack and data analysis within the Customer Success, Services, Support and other Commercial teams to increase growth.

  

On a typical day, you will:

  • Maintain and configure the daily operations of our customer success CRM platform (Planhat) for the Customer Success team.
  • Identify opportunities to increase automation and efficiency, and assist teams to implement improvements.
  • Work with the Support and Service team to help improve efficiency in their processes and tech stack.
  • Build scalable processes and rules to ensure data hygiene, process compliance, and reporting.
  • Track leading indicators of renewals, churn and upsell, and analyse them to understand what's going well and what needs to be addressed.
  • Build workflows and dashboards that analyse client data to identify new opportunities that trigger actions for CSMs to engage with clients.
  • Implement new playbooks and changes to existing playbooks.
  • Shape client health scoring and reporting and ensure all processes are well documented and maintained up-to-date.
  • Create and refine reports for business leaders, optimising them for automation.
  • Increase Performance Analytics and Commercial Forecasting.
  • Support the process of defining department KPIs, OKRs and help the business to track performance and success.

  

We imagine you will bring:

  • Bachelor's Degree or equivalent experience
  • 4+ years operating in a SaaS oriented Customer Success function, sales/business operations, product management or project management
  • Experience working within a high-growth, technology company, variety of team members including senior leaders
  • High degree of ownership over work
  • The ability to understand and translate our needs into technical requirements and design
  • Experience maintaining detailed project plans, and surfacing risks
  • Story telling core metrics from CS, excellent data capabilities and process improvement skills.
  • The ability to understand both customer and customer success needs to improve more efficient processes for scale
  • The ability to understand and translate our needs into technical requirements and design
  • Experience analysing several data sets and present findings in an applicable way.

 

The benefits you'll love:

  • Work for a well-funded series D scale up, that raised $125 M in early 2022Grow your career with multiple development and leadership opportunities
  • Enjoy an energizing, social, multicultural, and dedicated working culture (Check us out on Glassdoor!)
  • Succeed with a team of colleagues who are bold, caring, and driven
  • Nordic vacation days
  • Employee stock option program
  • Modern offices centrally located in Copenhagen, London, Oslo, and New York
  • Remote and semi-remote work opportunities

At Ardoq, you will work with bold, caring, and driven people, bridging business and IT. So come build the future with us! 

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