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Ryan
Ryan
1.001 – 5.000 Angajați
Sponsor pentru viza H1BAsigurăriConsultanțăFinanțe
Ryan este o companie globală de servicii și software fiscal, care ajută organizațiile să își îmbunătățească performanța fiscală, să își protejeze fluxul de numerar și să gestioneze riscurile de conformitate. Activitatea sa acoperă recuperarea taxelor, consultanța, conformitatea, serviciile juridice și tehnologia, cu specialiști concentrați pe identificarea erorilor, reducerea plăților excedentare inutile și dezvoltarea unor soluții practice pentru nevoi fiscale complexe. Ryan sprijină clienții corporativi importanți prin consultanță strategică și gestionarea fiscală susținută de tehnologie.
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Senior Manager, Customer Success Operations

Ryan’s senior Customer Success Operations leader will scale lifecycle systems, reporting, data governance, and operational processes. The role leads cross-functional initiatives and delivers actionable insights to Customer Success leadership.

USStatele Unite ale AmericiiNYNew YorkHibridNormă întreagăSeniorLimbă Obligatorie: englezăManager de succes al cliențilorSuccesul clienților
SQL

Descriere

  • Scale the systems, data, reporting, processes, and operating practices that support Customer Success.
  • Turn business needs and customer strategies into scalable processes, tools, and system workflows.
  • Lead cross-functional meetings, projects, and operational initiatives, defining ownership, timelines, deliverables, and next steps.
  • Work with Finance, Human Resources, Revenue Operations, Product, Technology, and other stakeholders to address operational issues and improve processes.
  • Advise Customer Success leadership with operational expertise, insights, and recommendations.
  • Design and implement lifecycle processes for renewals, customer risk, churn, expansion, account management, customer health, adoption, and escalations.
  • Build and maintain Customer Success platform playbooks, journeys, alerts, health scores, segmentation, workflows, dashboards, and automation.
  • Analyze customer and operational data to spot trends, risks, and opportunities, then recommend actions.
  • Own Customer Success reporting, dashboards, and performance analysis.
  • Set and maintain data governance standards.
  • Act as the primary business owner and administrator of the Customer Success platform, such as ChurnZero or a comparable solution.
  • Assess processes for standardization, simplification, automation, and scale.
  • Prepare and validate Customer Success compensation and incentive reports.
  • Identify operational issues independently, develop solutions, and carry initiatives through to completion.
  • Maintain documentation, reporting standards, workflows, and operational processes that support sustainable growth.
  • Guide stakeholders and influence outcomes through functional leadership, without direct reporting authority.

Cerințe

  • Bachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or a related field, or equivalent practical experience.
  • At least seven years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, analytics, or a related area.
  • Proven ability to independently own operational programs, systems, processes, or functional capabilities.
  • Experience administering a Customer Success platform such as ChurnZero, Gainsight, Totango, or a comparable solution.
  • Experience building workflows, reports, automation, dashboards, health scores, segmentation, or customer lifecycle programs.
  • Experience with Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, renewals, expansion, adoption, and customer health.
  • Experience improving data quality, governance, reporting, and operational processes.
  • Experience leading cross-functional projects and influencing stakeholders without direct authority.
  • Experience supporting compensation or incentive reporting is preferred.
  • Experience with ChurnZero, Salesforce, business intelligence or reporting, advanced Microsoft Excel, and SQL is preferred.
  • Strong analytical and problem-solving ability.
  • Strong knowledge of Customer Success operations, metrics, processes, and systems.
  • Ability to manage complex operational initiatives independently, from identification through implementation.
  • Strong systems aptitude and ability to learn and administer business-critical platforms.
  • Ability to design scalable processes, workflows, reporting, and automation.
  • Strong project management, organization, prioritization, and follow-through.
  • Ability to bring structure and clarity to ambiguous or changing business needs.
  • Strong interpersonal skills and ability to influence and build effective relationships across functions and organizational levels.
  • Excellent written and verbal communication skills.
  • Ability to balance strategic thinking with hands-on execution.
  • Self-directed approach and ability to work effectively with limited structure, precedent, or day-to-day direction.
  • Proficiency in Microsoft Excel and reporting and analytics tools.

Beneficii

  • Hybrid work options
  • Award-winning culture
  • Generous paid time off
  • 14 weeks of fully paid leave for new parents, including adoptive parents
  • Monthly reimbursement for a gym membership or gym equipment
  • Benefits coverage beginning on the first day
  • 401(k) with employer match
  • Tuition reimbursement after one year of service
  • Fertility assistance program
  • Eligibility for a four-week company-paid sabbatical after five years of service

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