Sr. Revenue Operations Manager (SaaS Customer Success)

Reports to VP of Chief Marketing Office – (Work from Home with travel into Grand Rapids as needed)

IDEAL BACKGROUND: Manager that possesses a unique blend of strategic thinking, use of analytics to drive and manage team, creativity, technical proficiency, and revenue operational excellence.

You have a proven track record in strategic roadmap planning + execution, customer success and leadership.

You are excited about making an impact and using your skills as a transformational and inspirational leader to empower a winning team of 7 individuals.

We are looking for a dynamic, INSPIRING Customer Success Management talent to lead a team focused on driving product engagement, leading positive customer connection experiences, and driving revenue growth through renewals and relationship expansion.

Responsibilities

Set the vision and strategic plan for the Customer Success department that will increase product engagement, create customer advocacy, increase retention, and drive growth through expansion (cross-sell and up-sell)
Define best practices and processes to optimize customer connections, customer satisfaction and customer lifecycle
Partner with cross-functional teams to achieve customer goals and share meaningful insights to drive continuous improvement
Develop clear KPIs and reporting processes to optimize retention, identify potential risks, confirm renewals, and identify growth opportunities
Develop and implement tailored customer communications, reviews, and programs that provide continued value to the customer and drive long-term account growth
Continuously drive greater efficiency and quality, developing scalable solutions that set the team up for long-term success
Hire, train, motivate, and coach team; assessing employee performance and providing feedback and training opportunities

Skills and Experience

BA/BS degree and/or equivalent experience; with a minimum of 5 years' experience of proven customer success experience
Proven track record of achievement of customer retention and satisfaction in managing a portfolio of clients
Proven track record of developing and leading a winning team(s)
Experience working with Salesforce or similar CRM
Ability to utilize and leverage multiple technical sales tools
Proven experience using analytics to drive transformational change at both a program and team level.
Extensive experience with PowerPoint, and other programs on the Microsoft Office platform
Strong leadership, communication, and interpersonal skills
Driven, self-starter, and self-motivated

Job Type: Full-time

Pay: $95,000.00 - $110,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Schedule:

Monday to Friday

Work Location: In person

FMK Corporation

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