Customer Operations Manager

Bambee
Los Angeles, CA
30+ days ago

Job Description

Ranked by Forbes as one of America’s best startup employers for two consecutive years, Bambee is a growth stage, venture-backed startup that is developing and deploying best-in-class Human Resources technology and services, while reimagining employment for the largest segment of the job market - small businesses. Bambee consists of self-starters - past and future entrepreneurs who view their departments like small companies. As a member of the Bambee team, you have an insatiable drive for results. Solving customers’ problems excites you. Data guides you. Results inspire you.

Bambee’s goal to offer Human Resources for $99/month has never been done. The team accomplishing this is a team full of drivers. What are you? If you’re a passenger, thanks for reading. If you’re a driver, join us.

We’re looking to hire a Customer Operations Manager whose mission will be to drive the efficiency and the effectiveness of our Customer Success teams. You’ll report to the SVP of Customer Success and will be their trusted partner in defining customer success objectives, strategy, tactics, and the implementation of processes that scale.

What You'll Do

    • Manage and maintain Customer Success software (ex. Intercom, Outreach.io, Get Feedback, etc.) as well as project management responsibility for Salesforce.
    • Ideate and execute operational roadmap to achieve client onboarding, retention, upsell, and revenue targets.
    • Develop customer segmentation and assignment strategy to ensure efficient account distribution.
    • Collaborate with Customer Success leaders to deploy client onboarding, upsell, and renewal playbooks.
    • Deploy customer touchpoint strategy to drive account growth and retention.
    • Regularly measure and report quality (CSAT, NPS, CES) and productivity (FRT, AHT, Resolution time) metrics for our customer support and success teams.
    • Align with our Support team on customer resolution on reported bugs to our Engineering team.
    • Provide weekly reporting on your progress; keep an open line of communication to senior management.
    • Work closely with sales management peers to ensure alignment and optimal efficiency between teams.

Who You Are

    • You have 3-5 years of relevant experience, with at least 2+ years of Operations experience preferably at a SaaS company.
    • You understand and can effectively communicate complex business requirements for technical implementation.
    • You understand Salesforce well and can design and implement Salesforce solutions to solve business challenges with resource limitations.
    • You’re highly skilled in all aspects of the customer lifecycle from onboarding to renewal, with strong client positioning.
    • You easily build rapport and establish relationships with colleagues across all departments.
    • You are curious, solutions-orientated and always need to know the why and how behind everything.
    • You have advanced knowledge of Microsoft Office (Word, Excel, Powerpoint) and/or Google Suite products (Slides, Sheets, Drive, Docs, etc).
    • You have strong verbal and written communication skills; you know how to get your message across effectively.
    • You’re empathetic, diplomatic, and lead by example
    • You’re extremely organized and detail-oriented; you can prioritize tasks, coordinate information, work independently, and use good judgement.
    • You possess excellent time management and problem-solving skills
    • You’re a self-starting team player who excels in a fast-paced, entrepreneurial, challenging work environment.
What’s In It For you?

Bambee cares deeply about employee well being and is proud to offer the following benefits and perks:
Equity, 401(k) with an automatic 3% contribution (even if you don't contribute!), Unlimited vacation, Medical, dental, and vision insurance with options that are 100% employer paid, Life insurance, Generous health and wellness stipend, $500 personal travel stipend to promote new life and travel experiences, Sponsorship for participation in arts and cultural events, Weekly summer movie nights, Dog-friendly office, Commuter benefits, Fully stocked kitchen (kombucha and cold brew on tap!), Annual staff retreat, Frequent company dinners and happy hours, Professional development

About The Founder

Bambee was founded in 2016 by Allan Jones (2x-entrepreneur & ex-CMO of ZipRecruiter, and Head of Product at Docstoc [acquired by Intuit]), who has a proven track record in developing successful product and marketing strategies for small businesses/HR.

AAP/EEO Statement

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We expressly prohibit any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of our employees to perform their job duties may result in discipline up to and including discharge.

Source

https://www.indeed.com/jobs

Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Miovision

Miovision provides cities with modern tools to fix today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping municipalities get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted more than nine billion vehicles around the world. We have offices in Kitchener, Canada as well as operations in Germany, Serbia and the US. For more information, visit miovision.com [http://miovision.com/]. Position Summary  The Sales Engineer (SE) is an industry expert that drives software growth by developing technical and operational relationships with customers in support of their adoption of the Miovision products.  As a technical industry expert, the SE integrates into the daily operation of the agency to support complex proof of concepts and ongoing initiatives to maximize product output and value.  The SE ensures continuous value and product adoption that ultimately drives intersection network and software growth. Key Accountabilities  * Create customer success plans to drive growth for each account  * Support solution design and technical implementation of current desired integrations as outlined in the customer success plan. * Monitor user adoption and product utilization and create targeted programs to increase engagement and support the agency's change management process. * Build strong relationships between the Miovision product and support teams to ensure continuous resolution of ongoing operational issues as well as product deficiencies that may come up.  * Participate in regular support and health checks to ensure accounts are continuing to derive value from our solutions * Support software renewal and upselling activities  Skills/Qualifications * Bachelor’s degree or recognized equivalency or achievement of recognized professional level * 5+ years of technical experience; must understand network products * Ability to travel internationally, providing on-site consulting work to clients * Ability to manage multiple projects utilizing strong planning and organizational skills * Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping and process redesign * Systems implementation skills: requirements/process analysis, conceptual and detailed design, configuration, testing, training, change management and support * Analytical nature with the ability to solve complex business issues * Basic understanding of product development and engineering processes.  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs.

 
Remote
Uvaro

Recruit and train new sales staff, assign specific tasks to members of the sales team, and monitor the team's sales performance.

 
Waterloo, ON / Remote
Uvaro

Experience working as an SDR or BDR. Provide guidance and feedback on email outreach and sales calls. Experience working in a sales enablement function is a…

 
Waterloo, ON / Remote