Senior Manager, Customer Success Operations
Senior Manager, Customer Success Operations
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Customer Success Operations Manager
Hybrid Bucharest Romania
Job Description:
The Operations Manager within the Customer Success organization is responsible for working with the implementation account management and on-going customer support teams to develop deploy and enforce the best practices operating processes budgets margins and tools necessary to ensure consistency quality and maximum efficiency of the department. In addition this person will act as the primary operational interface with other Legion organizational leaders.
Responsibilities:
- Works with regional Customer Success leaders and finance to design implement and manage high quality and accurate capacity forecasting budgeting and planning processes.
- Owns and drives the Customer NPS program within Legion.
- Analyze and track Customer Success resource demand staffing utilization and project milestone management.
- Partner with & Customer success & Sales on SOW creation and pricing.
- Owns & manages core Customer Success Operational processes that include: Critical Issues tracking/management and Customer Success OKR (Objective and Key Results)
- Project manages the successful implementation of new programs through the Customer Success organization.
- Ensures operations dashboards data and reports are provided to leadership. Builds and evaluates capacity forecasting trends and results.
- Works with finance and sales to ensure effective use and adoption of finance tools for time tracking milestone completion and customer invoicing.
Skills/Requirements
- Bachelors degree and a minimum of 7 years of experience in Customer Success or professional services operations or delivery management.
- Previous experience with Quality Management Operations Management & Business Process Centers highly desirable.
- Experience with administration and knowledge of applications including: Salesforce & Excel
- Ability to lead all Customer Success programs and provide data driven recommendations.
- Ability to establish and maintain effective working relationships with coworkers managers and employees working effectively in a team environment with shared responsibilities.
ABOUT LEGION
Join Legions mission to turn hourly jobs into good jobs. Were a mission-driven team seeking exceptional talent to propel this vision. Embrace a culture thats collaborative fast-paced and entrepreneurial. With us youll grow your skills work closely with experienced executives and contribute significantly to our mission.Our award-winning AI-native workforce management platform is intelligent automated and employee-centric and proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation including spots on the Inc. 5000 list Forbes Next Billion Dollar Startups and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners Stripes First Round Capital XYZ Ventures Webb Investment Network Workday Ventures and NTT DOCOMO Ventures were making real change.
If youre ready to make an impact and grow your career Legion is where you belong. Join us in making hourly work rewarding and fulfilling.
BACKGROUND AND OPPORTUNITY
Legion WFM was built for the cloud with AI at the core and is designed to handle the complexity of modern businesses and meet the needs of todays hourly employees. Our team is composed of dedicated individuals from all backgrounds and experiences globally distributed across all time zones.
COMPENSATION & BENEFITS
At Legion we offer competitive compensation and benefits packages to all employees. As a hybrid employer in Bucharest Romania pay for positions is determined using local national and industry-specific survey data.
We strive to make competitive offers allowing employees room for future growth. Salaries will be based on the applicants location level of experience education and specialized knowledge and skills. Additionally we consider the external market rate the amount we have budgeted internally and internal equity within the company for the same position.
Benefits include but are not limited to:
- Health Benefits
- Paid Time Off and Paid Holidays
- Monthly Wellness Reimbursement
- Meal Vouchers
EQUAL EMPLOYMENT OPPORTUNITY
Legion Technologies is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race color religion sex age disability marital status familial status sexual orientation pregnancy genetic information gender identity gender expression national origin ancestry citizenship status veteran status and any other legally protected status under federal state or local anti-discrimination laws.
DISABILITY ACCOMMODATION
For individuals with disabilities who need additional assistance at any point in the application and interview process please email
Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race religion color sex sexual orientation gender identity age national origin veteran disability status or any other basis covered by appropriate law.
How We Determine What We Pay
As a fully remote employer Legion determines pay for positions using local national and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidates region/town/cost of living. For new hires we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicants location level of experience education and specialized knowledge and skills. Additionally we consider the external market rate the amount we have budgeted internally and internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay.
Job Applicant Privacy Policy
This Job Applicant Privacy Policy (Policy) describes how Legion Technologies Inc. (Legion we us and our) collects uses and discloses personal information as defined under California law from and about job applicants who are residents of California.
This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role theLegion Privacy Policyapplies.
Types of Personal Information We Handle
We collect store and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity such as an employment agency or consultancy background check provider or other referral sources. This information includes:
- Identification and contact information and related identifierssuch as full name date and place of birth citizenship and permanent residence home and business addresses telephone numbers email addresses and such information about your beneficiaries or emergency contacts.
- Professional or employment-related informationincluding:
- Recruitment employment or engagement informationsuch as application forms and information included in a resume cover letter or otherwise provided through any application or engagement process; and copies of identification documents such as drivers licenses passports and visas; and background screening results and references.
- Career informationsuch as job titles; work history; work dates and work locations; information about skills qualifications experience publications speaking engagements and preferences; and professional memberships
- Education Informationsuch as institutions attended degrees certifications training courses publications and transcript information.
- Legally protected classification informationsuch as race sex/gender religious/ philosophical beliefs gender identity/expression sexual orientation marital status military service nationality ethnicity request for family care leave political opinions and criminal history.
- Other informationsuch as any information you voluntarily choose to provide in connection with your job application.
How We Use Personal Information
We collect use share and store personal information from job applicants for our and our service providers business and operational purposes in the recruitment process such as: processing your application tracking your application through the recruitment process contacting references with your authorization conducting background checks you authorize and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes such as in connection with any challenges made to our hiring decisions.
With Whom We Share Personal Information
We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):
- Internally: to other Legion personnel involved in the recruiting and hiring process.
- Vendors: such as technology service providers travel management providers human resources suppliers background check companies and employment agencies or recruiters where applicable.
- Legal Compliance: when required to do so by law regulation or court order or in response to a request for assistance by the police or other law enforcement agency.
- Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.
- Business Transaction Purposes: in connection with the sale purchase or merger.
- How to Contact Us About this Policy If you have any questions about this Policy please contact .
Required Experience:
Senior Manager
Employment Type
Full Time
