16 days old

AppD Global Customer Success Operations Manager

Cisco
San Francisco, CA 94102

Customer Success Operations Manager

San Francisco, CA or Dallas, TX

About Us

AppDynamics is an application performance monitoring solution that uses machine learning and artificial intelligence (AI) to provide real-time visibility and insight into IT environments. With our unique AIOps solution, you can take the right action at exactly the right time with automated anomaly detection, rapid root-cause analysis, and a unified view of your entire application ecosystem, including private and public clouds.  Using AppDynamics, youll finally align IT, DevOps, and the business around the information that helps you protect your bottom line and deliver flawless customer experiences at scale.

Position Summary

AppDynamics Customer Experience organization is breaking ground in defining new ways to drive customer engagement to help customers get the best out of their investment in AppDynamics. Our work helps some of the worlds most critical companies drive rapid business change to improve application performance, drive business revenue and develop software faster. We are looking for an exceptional data-driven Customer Success Operations Manager to support the Customer Success organization's internal operations and growth initiatives. The role requires someone who is detail and process oriented, eager to dig into complex problems, ready to drive new solutions across the organization, and not afraid to execute quickly and identify fail fast areas of process improvement.

Within this team, you will primarily focus on supporting our growing Customer Success team within our Customer Experience organization.

The successful candidate will be a resourceful problem solver who will build and drive Customer Success strategy, data insights, processes, and workflow efficiencies. Candidates should have experience building operational and forecasting processes, managing and analyzing large datasets to provide recommendations on strategic issues, and partnering with our developers to improve our systems and tools (e.g., Gainsight, Salesforce.com, Data Analysis tools, etc.). There is a need to work cross-functionally with Renewals, Sales, Professional Services, Product Management, Support & Engineering.

As a member of the Customer Success Operations team, this person will help drive new initiatives and make a large, daily impact on our rapidly growing teams and the impressive customer base that they support.

About You

The ideal candidate will have:

  • Superb organizational skills and attention to detail, analytical thought-process
  • Proven ability to succeed in a lean, fast-paced change management environment where things are still being developed and flexibility is important
  • Demonstrated experience in proactively identifying issues and quickly executing on solutions
  • Experience working with data analysis / business intelligence tools to be able to derive business metrics and help define business strategy and make decisions
  • Ability to work with, organize, validate, query, and manipulate large datasets within multiple reporting environments for metrics tracking and reporting
  • A passion for building useful reports, creating training guides, and documenting standard policies and procedures
  • Experience in training, instructional design, or multimedia content creation a plus
  • Experience with working with people across a wide spectrum of teams including at senior levels

Responsibilities

The Customer Success Operations Manager will primarily contribute to the Customer Success team in two areas:

  • Development, facilitation, and ongoing management of new process.
  • Materials to facilitate improvements in the overall function of CS and deployment support/execution.

The Operations Manager will primarily work cross-functionally to define strategic improvements and develop tools and processes to support scale of the Customer Success function.

Some example responsibilities include:

  • Identify common repeatable activities and process, implement solutions for them, and track progress around Customer Success including productivity, planning, processes, and tools
  • Developing and maintaining a library of documentation and training materials to be utilized internally and externally
  • Actively monitor account health; create and execute remediation strategies
  • Run customer NPS feedback program
  • Designing and building reports that will share existing Customer Engagement, Account Health, and Customer Satisfaction metrics, including but not limited to NPS, User Activity, and Deployment Feedback Surveys
  • Building Toolkits to support the Customer Success Managers, Customer Success Engineers, Business Value Consultants and Customer Success Renewals Representatives as they execute on their Renewal milestones
  • Collaborating with cross-functional teams/functions to enable ancillary support required to meet CS Team account and organizational objectives.
  • As a supporting role to the CS organization, he/she will work hand in hand with Customer Success Managers (CSMs) to meet customer needs and/or provide escalation, visibility, and forward progression of at-risk accounts needs.
  • Assist with ad-hoc analyses, requests and responsibilities for CS Leadership Team

Requirements:

  • Bachelors Degree in Business Administration or equivalent experience.
  • 10+ years of consulting / strategic operations experience (sales ops, customer success, professional services, tech ops, project management, management consulting experience) in a management/lead role defining and leading change management strategy and/or building out core practice areas.
  • Aptitude for framing business questions in analytic terms and translating business requirements into useful datasets and analyses with actionable insights
  • Proven experience driving projects from start to finish and leading cross-functional teams
  • Self-motivated and ready to act on new ideas, and continuously build upon them
  • Experience thriving in ambiguity and sees the 'unknown' as an opportunity in a rapidly growing environment
  • Expert in Gainsight; proficient in Excel and PowerPoint, Salesforce.

Benefits:

We take great pride in the award-winning culture at AppDynamics.  For example:

Just a note

Note to Recruiters and Placement Agencies: AppDynamics does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any AppDynamics employee. AppDynamics will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of AppDynamics.

AppDynamics is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other unlawful factor. AppDynamics complies with all applicable laws, including those regarding consideration of qualified applicants with criminal histories (such as the San Francisco Fair Chance Ordinance). If your disability makes it difficult for you to use this site, please contact recruiting@appdynamics.com. AppDynamics participates in E-Verify.


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Posted: 2019-10-02 Expires: 2019-11-01

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AppD Global Customer Success Operations Manager

Cisco
San Francisco, CA 94102

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