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CX Operations Manager
Sunnyvale, CA, US
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LeanData is revolutionizing Revenue Operations to help businesses manage all go-to-market motions, accelerate sales, and optimize marketing spend. This is a great opportunity to work with a fast-growing, venture-funded company focused on making customers successful on the LeanData platform.
LeanData improves the buying experience for our customers, creates meaningful connections between marketing and selling, and accelerates revenue growth. We’re building a cutting edge go-to-market engine with our own platform at the center of it.
We are looking for a CX Operations Manager to drive efficiency, scalability, and growth, resulting in a best-in-class experience for our customers. This role will work closely with our Customer Success, Solutions Consulting, Implementation, Support, and Revenue Operations teams.
In this pivotal role, you will report to the Chief Customer Officer and help create, and execute the customer strategy across the LeanData CX organization by providing a holistic view of customer health, retention, product utilization, upsell opportunities and risk indicators.
If you’re looking for a challenge and an opportunity to learn and grow in your career, join us!
Your Primary Responsibilities
Oversee and organize the programs and processes that guide the interactions between the customer and the company
Work closely with the Director of CS, Head of Revenue Operations, & Chief Customer Officer to evolve our post-sale Go-to-Market Strategy
Provide detailed analyses and actionable insights across a broad range of high-impact initiatives
Embed yourself in the business and set a strong operational framework for the CX org
Report on key indicators, drivers, and trends for the business on a monthly and quarterly basis, performing ad-hoc analyses as needed
Become an SME on all Customer Experience team -leveraged systems, processes, initiatives, reporting, and dashboards
Develop performance targets and commission structure for the CSM team
Identify inefficiencies, implement change management solutions, and track planning, process, and system
Own components of the forecasting and planning process for Solution Consultants, Implementation and Customer Success, helping to define targets and resource allocations
Track leading indicators of churn and upsell, and analyze customer feedback to understand what’s working and what's not
Build and maintain reports and dashboards within Salesforce and Gainsight
Remove manual processes and steps to make the teamwork efficiently
Bachelor’s degree and 4+ years experience within a go-to-market strategy, operations and/or analytics role at a Saas-based company
Strong capabilities in Salesforce CRM and advanced reporting. (Bonus points for SFDC Admin Certification and prior Gainsight experience)
Ability to collaborate with multiple teams while also being able to work independently as a self-starter
Experience driving projects from start to finish across multiple functions and departments
Ability to design solutions that optimize for simplicity, efficiency, and scale
Strong interpersonal skills with the ability to present technical content to a wide range of audiences
Ability to put the customers and their needs first in every interaction
Experience building and nurturing relationships with internal stakeholders across functions
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