Operations Manager - Customer Experience

Vena SolutionsToronto, Ontario, Canada | California, United StatesOnsite

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely within Canada.

#LI-REMOTEOur Customer Experience Operations team is looking for a highly motivated, keen and process-oriented individual that will assist in setting and taking the Operations team forward. This individual will report into the Senior Director of Customer Experience and will help oversee the Operations function for some of the Customer Experience teams (Prof. Services, Customer Success, App Support and Customer Training) focusing primarily on Customer Success team. This individual will also play a vital role in providing leadership, guidance and implementing initiatives that will transform and help the team from scalability, its effectiveness and efficiency perspective.The ideal candidate will have a good understanding of respective team(s) – Customer Success being the must, however ideally, Customer Training and Application Support departments within a SaaS environment, and what defines its success.

They will foster a positive relationship with all stakeholders while maintaining the sense of urgency for our organizational needs. The ideal candidate will demonstrate strong analytical, technical skills and communication skills with effective time management, and attention to detail. The candidate will have a great drive to make improvements and hence contribute to the success of the organization.

What you will do:

Support and assist to set goals, objectives and short term as well as long term priorities for the Operations function
Mentor, Lead and Support the Operations team through 1-on-1 guidance, performance management, schedule management, aligning on priorities to drive higher engagement and experience
Own the identification, validation & ongoing support and improvements of Technology stack available to support the day to day needs by working with various teams
Lead various aspects of modelling to gain insights and to plan forward, and work collaboratively on financial planning to support right set of cx team(s) framework
Analyze necessary data, identify gaps and trends, and propose recommendations to make improvements where necessary
Identify and measure ongoing effectiveness of the key metrics against their targets that defines the success of the team(s)
Ownership of providing necessary data around key KPIs to support cadence based reporting in form of presentations, analysis, improvements, etc.
Work cross functionally with other parts of the business to stay aligned from understanding to assessing and implementing what’s required to stay in sync from a technology stack perspective in effort of a streamlined Customer Journey and experience
Lead, execute and support on key internal priorities, projects and improvements that drives the transformation forward for the Operations team
Ability to extract and transform data as needed within or outside of source systems to support the business needs that will help drive key decision-making process
Work with cross functional teams within organization as needed
Other duties, as assigned

Does this sound like you?

5+ years of experience working in a Customer Experience Operations team or within Customer Success domain with great understanding of its operations from end-to-end perspective in a fast-paced SaaS environment
5+ years of experience leading, motivating and developing team members in their professional growth and development
Strong analytical skills to be able to extract needed data, identify the trends and challenges, provide with necessary insights and recommendations, as well as create necessary presentations and deliver the information based on the stakeholders to drive improvements
Proficient with MS Office with advanced skills and familiarity with Excel
Familiarity and experience with technologies such as Gainsight or any other CS tool, NetSuite, Salesforce
Understanding of FP&A concepts would be an asset
Strong organizational skills, with great attention to detail and problem-solving skills Ability to provide hands on support and guidance to the team members as needed
Understanding of other CX areas like Professional Services, Application Support, Customer Training would be an asset
Lead, execute and support the Customer Experience Operations team
Ownership of providing necessary data, KPIS and holding responsibility of data in the Operations realm
Support cross functional teams in their needs from the Operations team and delegating the team, assisting the Senior Director of Customer Experience Operations where required

#LI-remote

Life at Vena Solutions

Thrive Here & What We Value1. Developerfocused team culture encourages engineers to be self-motivated and self-directed | 2. Value leadership and people with passion who will take ownership to make their mark on our product within this growing business space | 3. Embraces continuous integration using automated testing</s> | 1. Flexible position with option of working full time or remotely within Canada | 2. Opportunity to travel as required | 3. Pride ourselves on having some of the best consultants in the industry</s> | Werte von Vena vorlebt | Kreativität, vorbildliche Führung, überzeugende Kommunikation, Inspiration | Verantwortlichkeit, Respekt | Wachstum, Zusammenarbeit</s> | Flexible position with option of working in Toronto office full time or remotely within Canada | Collaborating across Vena organization, including with other Sales Team members, Marketing, Professional Services, Customer Success and Product Teams as appropriate | Relentlessly driving to achieve performance targets in key areas such as quarterly and annual net new software revenue generation, prospecting activity through own efforts, pipeline build and ongoing development to secure appropriate coverage and facilitate confidence in forecasts</s> | Customer-centric core values | Focus on building a winning culture while staying true to the company's values | Continuous learning and growth with an amazing team | Fast-paced environment that advocates for customers and makes them wildly successful</s> | 2. Continuous Innovation | 3. Encourages engineers to be selfmotivated and self-directed | 4. Values leadership and people with passion who will take ownership to make their mark on our product within this growing business space.</s> | Focus on building a winning culture while staying true to our customer centric core values | Create a culture of storytelling - encouraging CSMs to share customer stories with each other and with Marketing, Sales and Product teams across the organization</s> | 1. Flexible position with option to work in Toronto office full time or remotely | 2. Top of mind for future job openings | 3. Schedule interviews over coming weeks</s> | 1. Innovative technology | 2. Developer Focused Team Culture | 3. Continuous Innovation | 4. Emerging Technologies | 5. Passionate User Base</s> | 1. Developer Focused Team Culture | 3. Emerging Technologies | 4. Passionate User Base | 5. Friendly and Enthusiastic Developers</s> | Developer-focused team culture | Encourages self-motivation and self-direction | 1. Flexible position with the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely within Canada. | 2. Developerfocused team culture that encourages engineers to be self-motivated and self-directed. | 3. Value leadership and people with passion who will take ownership to make their mark on the product within this growing business space.</s> | Dedicated to growth, collaboration, accountability and respect | Contributing to a team culture that is focused on cross functional transparency and alignment | Always supporting Vena's remote inside sales and/or partner teams as needed to promote Territory revenue, engagement and development.</s> | 1. Flexible work arrangements available | 2. Opportunity to revolutionize the way organizations plan to grow their businesses | 3. Collaborative working environment | 4. Passionate team that is dedicated to helping customers succeed | 5. Constant learning and growth opportunities</s> | 1. Collaborative work environment | 2. Opportunity to learn and grow within the company | 3. Focus on customer success | 4. Emphasis on teamwork and communication | 5. Positive and supportive work culture</s> | Fun, engaging, technically challenging, and filled with opportunities to make an impact | Foster and encourage individuals who are self-directed and self-motivated | Value transparency, inclusion, continuous learning, and passionate people who want to make their mark on rapidly growing product and business.</s> | Proactively Contributing to Territory's On-the-Ground Sales and Marketing Initiatives | Collaborating Across Vena Organization for Improved Sales Effectiveness and Productivity | Relentlessly Driving to Achieve Performance Targets in Key Areas such as Quarterly and Annual Net New Software Revenue (as Measured by Annual Recurring Revenue (“ARR”) Generation) | Participating in Reviews of Your, Your Team and the Company's Actual and Forecast Performance, Providing Feedback on Decision Making and Submitting Recommendations for Improved Speed, Effectiveness and Efficiency.</s> | Dedicated to Growth, Collaboration, Accountability, and Respect</s> | Flexible position with the option of working in our Toronto office full time or hybrid throughout the week</s> | Relentlessly Driving to Achieve Performance Targets in Key Areas such as Quarterly and Annual Net New Software Revenue Generation, Prospecting Activity through Own Efforts, Pipeline Build and Ongoing Development</s> | 1. Flexible position with option to work in Toronto office full time, hybrid throughout the week or entirely remotely | 2. Opportunity to create and refine corporate standard demo and use case specific content | 3. Strong communication skills | 4. Sense of initiative and perseverance to deliver highquality work</s> | Flexible position with option of working in Toronto office full time, hybrid throughout the week or entirely remotely within Canada | Positive relationship with all stakeholders while maintaining sense of urgency for organizational needs | Strong leadership skills to foster a positive work environment</s> | 1. Great team culture | 2. Opportunity to grow | 3. Best practice approach to realizing customer goals.</s> | 1. CustomerFirst Services | 2. Personalized Experience for Customers | 3. Dedicated to Making People's Lives Better | 4. Passionate about Building Deep and Meaningful Client Relationships | 5. Proven Top Performer with a Diligent Work Ethic</s> | Proactively contributing to on-the-ground sales and marketing initiatives | Collaborating across Vena organization including Sales Team members, Marketing, Professional Services, Customer Success and Product Teams | Relentlessly driving to achieve performance targets in key areas such as quarterly and annual net new software revenue generation</s> | 1. FastPaced, Agile Environment | 2. Collaborative Work Environment | 3. Emphasis on Best Practices and Industry Standards</s>

Operations Manager - Customer Experience

What you will do:

Does this sound like you?

Life at Vena Solutions

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