Customer Operations Manager

Summary

Join Thoropass as a Customer Operations Manager and contribute to the optimization of our customer success processes. You will analyze data, develop reports, and streamline workflows to enhance efficiency and improve sales performance. This role involves collaborating with various teams, forecasting revenue, and managing CRM data. You will report directly to the Director of Revenue Operations and work closely with the Customer Success team. Thoropass offers a competitive salary, exceptional healthcare, equity, remote work, flexible PTO, and other benefits.

Requirements

• At least 2+ years experience within Sales Operations or Customer Success Operations
• Data analysis and insight generation
• Proficiency in Excel and BI tools (e.g., Tableau, Power BI, SIgma)
• Understanding of sales processes and methodologies
• Identification and implementation of process improvements
• Expertise in forecasting techniques and models
• Collaboration with leadership on sales trends and targets
• Understanding of sales cycles and contract lifecycles
• Alignment of customer operations with business strategies
• Management of large datasets with accuracy
• Quick identification of issues and effective solutions
• Strong critical thinking and proactive problem-solving
• High accuracy in data management and reporting
• Spotting errors and inconsistencies
• Training Customer Success or Sales teams on CRM tools and processes
• Development of training materials and resources
• Experience in leading or supporting change initiatives
• Driving adoption of new tools and processes

Responsibilities

• Analyze Customer Success (Cx) data, trends, and KPIs to provide insights and recommendations for improving sales performance
• Develop and maintain Cx dashboards and reports to track key metrics and sales targets
• Streamline and improve Cx processes to enhance efficiency and reduce friction in the sales cycle
• Collaborate with Cx teams to identify bottlenecks and implement solutions for smoother operations
• Assist in creating accurate sales forecasts, revenue projections, and demand planning
• Monitor and report on actual performance against forecasts and provide explanations for variances
• Maintain and clean CRM (Customer Relationship Management) data to ensure accuracy and completeness
• Setup, maintain and optimize Cx specific tools including Salesforce, Totango among others
• Provide training and support to sales teams on CRM best practices
• Work with marketing and product teams to develop collateral, tools, and training resources that empower the Cx team
• Support the onboarding and training of new Customer Success Managers (CSMs)
• Generate regular and ad-hoc Cx reports for various stakeholders, including senior management and sales teams
• Analyze data to identify trends and opportunities for improvement
• Collaborate with finance, marketing, and customer support teams to align strategies and initiatives
• Act as a liaison between Cx and other departments to address operational issues

Preferred Qualifications

• Experience with CRM systems (e.g., Salesforce, HubSpot, Totango)
• CRM optimization and data integrity management
• Salesforce administration certification is a plus
• Proficiency in SQL
• Familiarity with other sales tools and software (e.g., Gong, Apollo, Salesloft)

Benefits

• Competitive base salary
• Exceptional private healthcare
• Early equity in a fast-growing company
• Work-from-home model
• Flexible PTO
• Home office equipment
• Monthly wellness and home Wi-Fi stipend