Customer Success Operations Manager | ThousandEyes

  • Location:
    Offsite, Philadelphia, Pennsylvania, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1374682

About ThousandEyes

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business


About the Role

ThousandEyes is seeking a highly motivated Customer Success Operations Manager to join our Sales Systems and Tools team within the Sales Operations organization. You’ll be a key member of our Sales Operations team and instrumental in helping our ThousandEyes meet it’s customer retention objectives. As the Customer Success platform administrator, you’ll work closely with the Customer Success leadership team.   You will be responsible for ongoing optimization requests of our CS platform by responding to issues, developing processes based on best practices and implementing playbooks to increase efficiency. This position requires an individual who is team-oriented, excited to support a growing sales org, hyper focused on customer retention, and a self starter that thrives on learning and continued improvement.


Responsibilities

  • Act as the Product Owner for all renewals and expansions related system transformation & process improvements
  • Define and manage the evolution and adoption of CS platform to meet business needs 
  • Monitor CS execution and performance, developing reports, dashboards, and analytics for churn, retention, renewals, expansions, NPS, customer health, onboarding, deployments and migrations, and other key metrics.
  • Partner with Customer Success (CS) leaders to define, track, implement and scale operating plans, processes, metrics, and programs
  • Provide insights and recommendations to improve efficiencies through the development and adoption of best practices and standardized procedures.
  • Collaborate with Sales Operations team members to capture the full picture of the health of ThousandEyes’ pipeline 
  • Partner with Support + CS Leaders to ensure process documentation + enablement is in place regarding how all new hires should adopt our Catalyst workflows. 



Qualifications

  • 2 - 6 years of experience in CS Operations in a Sales org
  • Solid understanding of the customer journey and lifecycle
  • Experience administering CS platform such as Gainsight, Catalyst, Totango or Churnzero 
  • Strong analytical and problem-solving skills. Able to think through scenarios, understand the impact to the business, provide and execute recommendations.
  • Excellent communication skills.  Able to communicate effectively with different levels within an organization, create documentation and provide training to users with varying technical backgrounds.  
  • Willingness to jump in and help on projects that pop up and learn something new


It’s a plus if you have the following:

  • Salesforce Administrator certification
  • Previous experience with SaaS based organization
  • Experience with Salesforce CPQ, GetFeedback, Looker, Pendo
  • Prior experience as a Customer Success Manager
  • Broad experience working with Executives, Marketing, Sales, Support, Professional Services, and Finance users and understanding their diverse needs
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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