Customer Operations Manager

Summary

Join Funnel Leasing Inc. as a Customer Operations Manager and work remotely from anywhere in the U.S. You will be a key partner to clients, guiding them through business transformation and ensuring their success with Funnel's software solutions. As an advisor, you will leverage your expertise to drive effective change and maximize client value. Your responsibilities include collaborating with cross-functional teams to deliver exceptional customer experiences and ensure customer success.

Requirements

• Bachelor's degree or equivalent work experience
• Minimum of 2-3 years of experience in technology and/or property management industries
• Proven track record of driving transformative change and delivering exceptional results for large enterprise clients
• Understanding of and experience with enterprise software solutions and their implementation within complex organizational environments
• Excellent communication, influencing, and presentation skills, with the ability to effectively engage with senior stakeholders and executive teams
• Significant expertise in change management methodologies and experience navigating organizational complexities and resistance to change
• Exceptional analytical and problem-solving skills, with the ability to quickly grasp complex business challenges and design innovative solutions
• Demonstrated leadership and project management capabilities, with the ability to effectively lead cross-functional teams and manage multiple projects concurrently

Responsibilities

• Act as an advisor and point of contact to assigned clients by providing product and services guidance; consultative services (based on technical knowledge and previous customer interactions), project management, and supporting ongoing adoption
• Prepare and lead customer meetings to gather requirements, provide updates, and ensure alignment on key initiatives
• Serve as the primary point of coordination, quarterbacking cross-functional teams to drive customer requests and projects forward in line with established team SLAs
• Develop substantial knowledge in the property management industry in order to engage meaningfully with customers
• Gain a deep understanding of Funnel Leasing's software solutions and become a trusted expert in our product offerings
• Responsibilities will include managing and executing system administrative tasks within the Funnel software
• Serve as the primary point of contact for customer technical escalations, supporting the facilitation of resolution
• Facilitate customer business reviews - including but not limited to the creation of the deck, analysis of data, and co-leading the review with Sales
• Collaborate closely with internal teams, including product, engineering, support, and finance, to ensure alignment and successful execution of customer initiatives
• Develop and maintain strong relationships with key stakeholders at client organizations, fostering long-term partnerships and driving customer trust and satisfaction
• Ability to travel to customer sites (approx. 15% of the time) and independently lead in-person discussions and presentations
• Create a culture of continuous improvement and learning
• Foster collaboration within the team and across the company
• Embrace Funnel’s P.I.N.K core values

Benefits

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP
• Remote-first; work from anywhere within the US company culture
• Uncapped Discretionary Time off
• Sick Leave
• 13 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)