Customer Success Operations Manager
Thomas International, United Kingdom
Job Description
Thomas International are a leading global talent assessment platform provider. For 40 years we have been using our suite of scientifically valid psychometric assessments and in-house training portfolio to provide technology driven solutions to ensure our clients recruit, develop, manage and engage their workforce as effectively as possible. We own our businesses in the UK, France, Belgium, Netherlands, South Africa, Australia, Hong Kong and Malaysia with circa. 200 employees and have developed an extensive distribution model for our assessments and, as a result, we sell to over 50 countries worldwide.
The company received private equity investment in February 2018 and is on an accelerated and ambitious growth plan. This will be achieved through a transformation of our online products via our new Thomas Assessment platform, launched in late 2020. We will continue to build upon our combination of science, data and technology, delivered via a SaaS approach that is disruptive in challenging the existing solutions in the market. As a result of implementing a more customer centric model, including creating new roles of a Chief Customer Officer and Head of Customer Success, we now have a vacancy for a Customer Success Operations Manager to work across our directly owned businesses.
This critical role will form part of our Revenue Operations function (working alongside Marketing Operations and Sales Operations), and will serve as the key business partner to our International Customer Success function, working very closely with the Head of Customer Success in particular. The role has a clear remit to oversee commercial data led strategies and drive evidence based analytics and reporting throughout our UK and overseas customer success teams who support over 3,000 customers across seven countries. Our ideal candidate will have a strong commercial background, coupled with the ability to interrogate and manipulate complex data to inform both strategic and operational choices in a customer led environment.
Customer Success Reporting amp; Analytics:
- Partnering with the Sales, Marketing and Product functions to design and deliver data and insights into all aspects of customer usage (of our platforms) and segmentation analysis (by type, behaviour, value, firmographics)
- Monthly, quarterly and annual customer usage and engagement analysis
- Customer Health Score analysis
- Customer renewal business process and revenue analysis
- Customer usage analysis to provide insight for account growth and expansion
- Responsibility for customer segmentation analysis and management
- Product split and trend analysis across customer portfolios
- Creation and management of management information reports for customer success leaders
- Assessment of customer success team performance: spanning both individual and team performance data
Technology amp; Processes:
- Extensive knowledge and understanding of Sales CRM systems, preferably Salesforce
- An experienced user of third-party data mapping and aggregation technology, namely Intercom, Survicate, Tableau etc
- Responsible for overseeing and ensuring customer success tech stack maintenance (with business services) and technology development
- Establishing reporting and management cadence whilst driving operational efficiencies into the business
Governance
- Deployment of, adoption and governance of end to end customer success processes
- Financial KPI analysis to ensure business growth to agreed budgets
Requirements
- Demonstrable Customer Success Operations experience within a fast paced commercial sales environment, preferably within a SaaS technology and/or services industry
- Strong analytical skills to translate complex multi-data sources into clear customer and business strategy and recommendations, with the capability to determine and present such insights beyond just the data
- A creative and proactive solution mindset
- The desire and capability to operate at pace within a high growth objective (OKR) led working environment
- Effective communication skills to operate within and alongside a senior management team and matrix structure
- A proactive approach to strive for operational excellence
Benefits
- Holiday 25 days per annum, plus the opportunity to purchase up to an extra 5 days per annum through the salary sacrifice holiday buy scheme (plus an extra day off for moving house!)
- Auto enrolment pension available through salary sacrifice
- Westfield Health cash plan where members of Team Thomas can claim back for various healthcare appointments (including dental and optical), as well as a 24-h