Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale...

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin and Jules. We are present in more than 70,000 business locations and give the entire organization, from C-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.

Client Success is at the heart of everything we do!

Our team of Engagement Managers, Adoption Digital Consultants, Retail Expert, Support Agents and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach and train on the Goodays solution and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks and coaching.

We are looking for a Customer Success Operations Manager to join our great CS team

Position Overview

As the Customer Success Operations Manager, you will play a crucial role in optimizing our internal customer success processes and ensuring the efficiency and effectiveness of our team. You will work closely with various stakeholders to streamline operations, implement and document best practices and drive initiatives that enhance the overall customer experience.

Overall, the mission of Customer Success Operations is to drive operational excellence in support of the broader goal of ensuring customer success and maximizing the lifetime value of customers to the organization.

Reporting to the VP Customer Success, you will join a team of Product and Data Operation.

Responsibilities

CS Operations Manager responsibilities include:

• Customer Success Coordination

  • Coordinate key CS meetings and the subsequent follow-ups

  • Coordination of reporting for the VP CS needs, ensures easy and timely access to the key reports, also alerting on risks and opportunities and coordinating deep dives with the relevant stakeholders when necessary.

  • Help the VP Customer Success on some strategic initiatives (could be projects, programs or events ex. CS seminars)

• Streamlining Processes: Identifying areas where operational efficiency can be improved to better serve customers. This might involve refining onboarding processes, standardizing procedures, or automating repetitive tasks.

• Data Analysis and Insights: Leveraging data and analytics to gain insights into patterns, and satisfaction levels. This information helps in identifying opportunities for operational improvements and tailoring strategies to meet customer needs more effectively.

• Cross-functional Collaboration: Working closely with teams across the organization, including sales operations, sales and marketing, to align strategies and ensure a cohesive approach to customer success. This collaboration helps in addressing customer needs holistically and delivering a seamless experience.

• Continuous Improvement: Continuously evaluating and refining operational strategies and tactics based on feedback from customers and internal stakeholders. This includes monitoring key performance indicators (KPIs) related to customer success and taking proactive measures to address any issues or challenges.

• Scalability and Growth: Developing scalable processes and systems that can accommodate the needs of a growing customer base. This involves anticipating future demands and implementing solutions that can support the company's long-term growth objectives while maintaining high levels of customer satisfaction.

• Fluent in English and French

• 8+ years of strong and proven experience in a customer success organization or good experience in operations/consulting

• Customer obsessed

• Knowledge of CX is mandatory and the SaaS industry is a plus..

• Ability to communicate effectively

• Have a knack for numbers and make them talk to demonstrate a point

• Strong experience in managing multiple projects at the same time, great organizational skills and experience in managing projects

• Proven experience in scoping, proposing and recommending approaches leading to delivering an impactful project

• Strong project management skills (PMO)- we need someone with the ability to listen, lead and embark people, as well as to challenge, influence, transform and drive change

• Flexibility and understanding of the culture of a fast-paced, commercially oriented technology company.

• Highly responsive and service-oriented attitude, accustomed to working in an international environment, action-driven.

• A strategic mindset, can take altitude and take a 360-view to look for efficiency.

• Ability to maintain strong working relationships

• Collaborative team player combined with an ability to work independently.

• Sound and practical business judgment.

• Natural observer, quick learner and problem-solver.

• Passion for making a difference, interested in our ability to have a social impact in the world of retail.

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

• A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with

• Fun and challenging working environment with significant opportunities for career growth and development

• An international environment

• Attractive salary package including excellent pension, health insurance and life insurance

• Open and inclusive working environment including flexible hours and parent-friendly options