Customer Success Operations Manager at Sertifi

| Chicago
Sorry, this job was removed at 10:04 a.m. (CST) on Thursday, March 25, 2021
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Job Title: Customer Success Operations Manager

 

Sertifi offers an Agreement Platform built for businesses who need a more efficient and secure way to manage the full contract process. We simplify how businesses send and collect agreements and payments by bringing it all into one secure platform. Sertifi automates business processes, saves you time from performing repetitive tasks, enhances security and PCI-compliance, and provides customers an easy and convenient way to do business with your company. Thousands of businesses around the world use Sertifi to streamline their contracts and payment processes, recognize revenue faster, and increase job efficiency.   

The Customer Success Operations Manager is responsible for driving the effectiveness and efficiency of our Customer Success Team. You will work closely with all CS teams to define and implement customer success objectives, strategies, tactics, and processes.

Due to the circumstances of COVID-19, Sertifi has shifted to working remotely at this time. We will interview, onboard, and operate as a remote team until further notice.  

 

Challenges You’ll Tackle: 

  • Develop tracking and reporting for churn, adoption, onboarding projects, risk and other KPIs.
  • Track leading indicators of risk, renewal, and upsell
  • Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption, mitigate risk, and achieve high net promoter scores
  • Coordinate cross-functional processes within Customer Success (Relationship, Onboarding, Support teams) and across the company (Product, Engineering, Marketing, and Sales) that help meet renewal & adoption goals, identify upsell targets, and deliver on customers’ needs
  • Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
  • Automate processes within Customer Success Software (ChurnZero) to increase efficiency of customer outreach, onboarding processes, and data tracking
  • Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
  • CSM enablement, including providing materials and data that help CSMs work more effectively

What You’ll Need to Succeed: 

  • Passion for designing processes that scale
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Enjoys “getting their hands dirty” by digging into complex operations
  • Takes high degree of ownership over their work
  • Clear communicator with a professional presence
  • Strong listening skills; open to input from other team members and departments
  • Ability to lead through influence
  • Ability to project manage, multi-task, meet deadlines and prioritize projects
  • Self-motivated and self-learner with the ability to work under minimal supervision
  • Experience working in SaaS industry
  • Experience with Salesforce.com 
  • Experience with customer success software, preferably ChurnZero

What’s in it for you:   

You will work in a collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment, weekly team lunches, company outings, and a convenient River North location close to public transit.    

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • AzureLanguages
    • ASP.NETFrameworks
    • ASP.NET CoreFrameworks
    • AngularFrameworks
    • Microsoft SQL ServerDatabases
    • Azure Cosmos DBDatabases
    • BalsamiqDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

222 W. Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Sertifi

What does your typical day look like?

After getting some coffee and catching up on emails, I’ll typically have a few clients that need onboarding help! This consists of me discussing their workflows and what action is needed for them to be live using Sertifi. If we’re not discussing set up, I’m either training a team on how to use the system, or creating web portals for new clients!

Kyle

Customer Success Manager

What are Sertifi Perks + Benefits

Sertifi Benefits Overview

You will work in a collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment, weekly team lunches and Starbucks runs, regular company outings, and a convenient River North location close to public transit.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Customized development tracks
More Jobs at Sertifi16 open jobs
All Jobs
Data + Analytics
Dev + Engineer
HR + Recruiting
Marketing
Product
Sales
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Product
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
HR + Recruiting
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Sertifi's full profileSee more Sertifi jobs