Customer Success Operations Manager

Facilitating a world-class customer experience through operational excellence

As a Customer Success Operations Manager at Coveo, you are a dedicated partner to our CS department and CS Leadership team. You will work in close collaboration to maintain and optimize our tech stack, all while developing and optimizing the architecture and configuration of platform tools to internal customers (including integrations, reports, dashboards, and workflows). You will work with key stakeholders to proactively create and maintain a highly visible CS operations roadmap, which you will enable by being our Gainsight and Chorus expert.

Sounds interesting? Here’s what your typical day will look like!

• Operationalize CS Strategy: working proactively with stakeholders on our CS roadmap, ensuring changes to priorities or timelines are clearly communicated via jira and in dedicated meetings.
• Gainsight go-to: In charge of release activities (leading review meetings, release notes development and release notifications), reporting, and data to support our customer experience and operational reporting.
• Measuring success: Leverage Gainsight tool data and analytics to measure results for the CS org (measuring tech stack efficiency, health Score, friction points, customer sentiment). Automate collection of key customer conversations data with email and conversational intelligence to predict negative sentiment and churn risk.
• Systems owner: Develop and manage platform configuration, process documentation and workflows to ensure all activities in the CS org are streamlined, efficient and lead to high productivity outputs.
• Customer journey enablement: Optimize reporting and dashboarding in Gainsight and Chorus as it pertains to the customer journey. Documenting and proposing workflows / lifecycle management processes / playbooks to improve efficiency for the CSM team and customer experience. Increase Gainsight Bench strength and optimization deliverables by coaching and collaborating with power users.

The ultimate CS operations professional with a dedication for customer centricity

To be successful in this role and at Coveo, we’re seeking someone who adapts at a fast pace and is a quick learner, occasionally needing feedback from peers. You take ownership of projects autonomously, while proactively seeking new challenges. In order to help our team constantly improve and innovate, our ideal candidate demonstrates eagerness to learn and suggests new ideas.

Among other things, we will be requiring:

• Having worked with a CS operations tool before. Previous Gainsight experience is a huge plus!
• Strong english communications skills (writing and oral): we have a global CS team across North America and Europe.
• A CRM-pro. Previous experience with Salesforce (or a similar CRM) would be key.
• 3+ years of experience in a customer success or customer operations role.
• Customer-centric at heart: every decision you make revolves around our customers and bettering their experience.
• Great project management skills: managing deadlines and delivering tasks/projects on time.

Do we have a fit? Apply today and join the #CoveoLife!