Group Customer Operations Manager

About Us:

We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems.

About the role:

As the Group Customer Operations Manager, you will be responsible for streamlining and enhancing the efficiency of our customer success and support processes. You will collaborate with cross-functional teams to implement strategies, tools, and systems that contribute to the overall success and satisfaction of our clients. 

 Responsibilities:

• Develop and implement strategies to optimize customer success and support operations, ensuring scalability and effectiveness. 
• Collaborate with leadership to align operations with overall business objectives. 
• Utilize data analytics to assess customer success performance, identify trends, and recommend improvements. 
• Create and maintain comprehensive reports to measure key performance indicators. 
• Streamline customer success and support processes to enhance efficiency and responsiveness. 
• Identify and implement automation opportunities to improve workflows. 
• Work cross departmentally with Customer Success, Sales, and Product teams to ensure seamless collaboration and communication. 
• Provide operational support to enhance team productivity and effectiveness. 
• Gather customer feedback and insights to inform operational improvements. 
• Implement feedback loops to continuously enhance customer success strategies. 
• Evaluate, implement, and manage customer success tools and systems to meet current business needs. 
• Provide training to the team on the effective use of operational tools. 

Skills & Qualifications:

• Proven experience in customer success operations or a related role.
• Hands on experience with Salesforce and ChurnZero; ChurnZero implementation experience is a huge plus!
• Strong analytical and problem-solving skills.
• Excellent project management and process optimization abilities.
• Effective communication and collaboration skills. 

Benefits:

• Unlimited Paid Time Off 
• Paid Holidays and Floating Holidays
• Medical, Dental, Vision, FSA/HSA, Life Insurance and Pet Insurance
• 401k with Employer Match
• Take up to 2 Days of Paid Time Off to Volunteer with a 501c Organization
• Paid Parental Leave

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