Security and AI products Awarded as the EdTech Product of the year three years in a row.
Awarded TOP PLACE TO WORK 3 years in a row
Summary:
T_he Gainsight Admin/Customer Success Operations Manager is responsible for partnering with the Customer Success team members, Support team members, Revenue Operations, Sales, Product, and other internal partners to drive Customer Success & Support goals and initiatives. The Customer Success & Support Operations Manager leverages data-driven strategies to provide the tools and analysis required for our teams to help move our customers and their students forward. The Customer Success & Support Operations Manager reports directly to the Revenue Operations Manager._
What You Will Do:
- Gainsight Administration: Act as the primary administrator on our Gainsight and PX toolkit to maximize our customer journey and attainment of Customer Success, Support, & Product goals. Gainsight is used heavily, and you are expected to be the Securly expert on the tool.
- Scalable & Repeatable Processes: Double down on the scalable processes that the CS & Support teams have already embraced while identifying continuous process improvements.
- Reporting and Analysis: Report past results, forecasts, and trend analyses to Customer Success & Support management and executives. Create meaningful insights to help the CS & Support teams achieve company goals.
- Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide a path to escalation. Catch early-warning signs for system or process challenges and work quickly to mitigate those risks.
- Cross-Functional Coordination: Coordinate cross-functionally to ensure that the entire customer lifecycle is cared for and that the customer remains the number one priority of any project.
- Planning: Lead or assist on new initiatives for the Customer Success and Support teams
- Systems: Implement and manage software/applications that facilitate CS & Support activities
Preferred* Qualifications, Skills, and Experience: *
- Gainsight administrator with at least two years of experience (NXT admin is a big plus)
- 4+ years experience in Revenue Operations, Sales Operations, Customer Success, or Customer Support. Preferably having worked in both an Operational and non-Operational capacity across those job families.
- Self-starter who is willing to pave their path and create a strong personal brand
- You love getting into the details while maintaining the orchestration of the bigger picture.
- Exceptional interpersonal skills allowing for clear, concise written and verbal communication with internal and external groups
- Proven process improvement skills
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
About Securly, Inc.
- Recognized as Top Places to Work 3 years in a row
- Product of the 3 years in a row
- Securly One Page
- 45-second cloud product demo
Innovation - Our innovative products and talented people have;
- Established Securly in over 20% of the US market and growing rapidly internationally
- Implemented Securly into 15,000+ schools
- Monitored more than 5+ billion online activities
- Revolutionized student wellness and school safety for more than 10+ million children
- Saved the lives of more than 1600+ children
Some of the Perks
- Recognized as Top Places to Work for multiple years in a row
- Unlimited Vacation (Flex Time)
- Annual $1,000 Employee Professional Development Stipend
- Company-sponsored medical benefits
- Virtual Happy hours
- 401k
Some In-Office Perks
- Pool tables, Foosball (table soccer), and other fun office activities
- You will enjoy breakfasts, lunches, and happy hours
- You will enjoy commuter reimbursement and free parking
- You will enjoy a fully stocked kitchen with drinks and snacks
Job Type: Full-time