Customer Experience Operations Manager
Department: Customer Experience
Employment Type: Full Time
Location: Remote, UK
Reporting To: Stephen Topp
Compensation: £47,000 - £55,000 / year
Description
As a Customer Experience (CX) Operations Manager, you’ll play a key role in ensuring the smooth and effective operation of Aptem’s post-sales teams. Reporting to the VP Customer Experience, you’ll work closely with department heads across Implementation, Customer Success, and Support, as well as cross-functionally in the business, to drive continual improvement in the performance of the customer-facing teams at Aptem.
The CX Operations Manager plays a vital role in the success of Aptem’s customers and the efficiency of the teams that ensure their success.
Main responsibilities
* Drive Product Adoption
o Analyse the causes of poor product adoption, and work cross-functionally to drive initiatives to improve adoption amongst Aptem’s customers
* Management of CX Technology and Toolset
o Administer and configure the tools used across CX functions to support the teams’ performance
o Identify and drive opportunities for automation within the teams’ operational workflows
o Understand and assess the capabilities of our tools, and identify opportunities to maximise their usage
o Remain informed about advancement in the technology landscape for Customer Success, Implementation, and Support to explore alternative solutions that can improve performance and/or reduce cost for the business
o Train staff on the use of the CX technology stack
* Project Management
o Acting as project manager for key strategic initiatives, ensuring their successful delivery
* Forecasting
o Improving the quality and accuracy of our forecasting, including customer churn, renewal, upsell, and growth
* Analysis and Reporting
o Develop and maintain CX team metrics, dashboards, and reports to track key performance indicators and results
o Monitor customer engagement, feedback, and product engagement data to guide improvements, making informed decisions that enhance CX teams’ operations
* Process Improvement
o Continuously evaluate and recommend improvements to processes to ensure they align with business and department objectives, supporting high performance of the customer-facing teams
o Work closely with department heads to design, document, implement and manage scalable processes and workflows to improve teams’ efficiency and effectiveness
* Documentation
o Act as controller for the CX teams’ SharePoint and Confluence spaces, ensuring that content remains accurate and discoverable.
Desired skills, experience and knowledge
* Proven background within a related role, ideally within the SaaS or EdTech sectors, with a strong focus on improving processes and CRM management
* A naturally curious mind that doesn't take things at face value, with an ability to push back or dig deeper as appropriate
* Project Management: An experienced project manager, preferably holding project management certification
* Strong negotiation and influencing skills, with the ability to interact and manage stakeholders at all levels
* CRM System Knowledge: Strong technical knowledge of CRM systems, with demonstrable experience in their administration and/or configuration. Experience with Planhat and/or Zendesk is preferable.
* Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment
* Analytical abilities: Excellent analytical skills, with a focus on data-driven decision making. Able to identify patterns in data and translate these into actionable insights
* Customer-centric mindset
* Excellent written and verbal communication skills; an ability to clearly articulate complex ideas
* Excellent problem solving skills
* Highly organised; able to manage own workload and time, and work independently
Benefits
* 27 days holiday allowance plus bank holidays, with an additional day off on your birthday!
* Option to take up to 1 day of paid volunteering leave every year.
* Half a day off at the end of the working week during July and August.
* Option to purchase up to 5 days of additional leave.
* Company pension scheme.
* Life insurance.
* Private health insurance with Aviva.
* Discounted gym membership.
* Retail and other discounts.
* Employee Assistance Programme.
* Learning and development budget.
* Regular paid social events throughout the year.
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