CX Operations Manager

Salaire : Non spécifié
Télétravail occasionnel
Expérience : > 3 ans
Éducation : Bac +5 / Master


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Le poste

Descriptif du poste

Combo Operations team is looking for a new member to reinforce the team. Operations are is in charge of designing and executing strategic growth, transformation and value creation initiatives across the business (i.e., sales, customer success, product, marketing). The team contributes to the definition of our scaling plan and helps each team exceed its targets by identifying improvement levers, benchmarking and implementing best practices.

We are looking for a new CX Operations Manager to join our Operation team  and focus on the retention part ! 

Role description

✨ You will be working with our Customer Success team (CSM / Care team) to help them boost their existing process, tools and overall the net retention. ✨

Some of the responsibilities and projects you will carry include:

Revenue Team tooling

Manage the efficient utilization of tools (Planhat, Intercom, Salesforce) systems for handling customer data, and helping all CS team performance and productivity.

Processes & Customer success operations

Examine current operational procedures within revenue teams to pinpoint bottlenecks or areas of inefficiency.

Suggest and execute enhancements in processes to boost efficiency and improve overall productivity.

Make certain that standard operating procedures are properly documented, conveyed, and followed by the enablement & operational teams.

Continuous Improvement and Reporting

Produce reports and dashboards to monitor key performance indicators, reveal trends, and pinpoint areas needing enhancement.

Work with Ops teams to establish quarterly objectives and key performance indicators (KPIs) for monitoring new operational initiatives.

In this role, you will be working closely with the CS team manager and VP CS.

Profil recherché

Hard Skills

You have 3+ years of practical experience as a CX Tools (Planhat , Intercom or similar tools)

You have strong analytical abilities to interpret data and generate actionable insights.

Knowledge of B2B SaaS revenue processes

Project management skills and ability to work collaboratively in a fast-paced environment

Strong organizational & project management skills. Problem-solving mindset.

Soft Skills

You excel at solving problems resourcefully & with autonomy, navigating technical documentation, and employing trial and error to address challenges.

You are not afraid to challenge things and question existing processes

You can display excellent written communication and verbal skills (French & English)

Nice to have: Previous SaaS / startup experience

Déroulement des entretiens

  • TAM first call - with Thomas

  • Management fit with Marie - 1h

  • Skill test at home - 2h Marie & Julie

  • Cultural fit with rest of the team over lunchtime

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