Customer Operations Manager

About the Role

Creating an excellent experience for each Veryon customer is a team effort. Customer Success Managers own the relationship, and Services and Support professionals provide timely expertise to ensure that customers get the most out of their investment in Veryon technology. This team of teams is most effective and the customer journey is the smoothest when the shared processes and tools are well-designed and well-followed.

The Customer Experience Operations (CX Ops) Manager is the guardian of the Veryon customer journey and manages the tools and processes that help our team members create the ideal customer experience. The CX Ops Manager leads both long-term, large-scale initiatives and short-term, quick-win initiatives through ideation, planning, delivery, enablement, and evaluation. The CX Ops Manager develops processes and tools that make the reporting of our results repeatable and predictable.

The CX Ops Manager is a key partner to Directors of Customer Success, Directors of Professional Services, and Managers of Customer Support. The CX Ops Manager is a key cross-functional collaborator with Marketing, Sales, Product & Engineering, and IT/Operations.

Key Responsibilities

Initiate, lead, execute, and monitor programs and projects across the customer experience function (Customer Success, Services, and Support).
Contribute to the implementation and optimization of tools and processes for customer experience teams, and lead documentation and enablement.
Collaborate closely within the customer experience function and with other Veryon functions, including Marketing, Sales, Product, and IT.
Establish and maintain robust mechanisms for reporting key performance metrics for Customer Success, Services, and Support for weekly, monthly, quarterly, and annual team and executive reviews. Provide support to managers in executing this reporting and communicating insights.
Develop and implement strategies to maximize customer product adoption, retention, and expansion opportunities.
Develop and deliver training programs for team members in the Customer Experience functions.

Requirements
Requirements

5+ years of experience in Operations, Project Management, Customer Success, and or Consulting
Strong project management skills with the ability to manage multiple concurrent programs, deadlines, dependencies, and stakeholders
Demonstrated ability to build and scale tools and process automations, especially leveraging AI
Strong data fluency with the ability to generate, analyze, and interpret reports from CSM (such as Salesforce), PSA (such as Certinia), product usage and customer feedback utility (such as Pendo)
Demonstrated experience owning implementation, maintenance, and training of software tools for customer success and professional services
Experience partnering with leaders and executives across functions of a technology company

Preferred Skills

Aviation, aerospace, or other related technical industry experience
Experience working with customers in technial or highly specialized industries
Experience in post-acquisition integration of customer-facing teams and processes, especially in B2B SaaS contexts
Bachelors degree or equivalent

AI Competency Expectations

Demonstrated ability to build and scale tools and process automations, especially leveraging AI.
A power-user of AI tools able to build for and teach others.