Customer Success Operations Manager

  • Montreal / Quebec City, Canada
  • Customer Success
  • Full-time
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A cornerstone of Customer’s journey with Coveo

This brand-new position is cross-functional and will require working in alignment with the product, marketing, customer success, service and support teams as well as with other key stakeholders within the organization. Your mission? You’ll be at the heart of what makes an organization successful by ensuring our customers derive value from their use of Coveo’s products, solutions and services!

Are you ready to drive a world-class customer experience? Let’s start with your to-do list:

  • Collaborate with CS Leadership on the evolution of the CS team deliverables & initiatives. (Project management and rollout of CS tools, engagement playbooks or strategic initiatives.)
  • Collaborate with cross functional stakeholders in design of Marketing and Educational campaigns that drive product awareness and adoption to increase usage.
  • Maintain the documented customer journey to ensure alignment on new initiatives and communication strategy.
  • Operationalize the CS programs and projects across technology platforms like Salesforce, Gainsight, Marketo, Qualtrics and others.
  • Utilize high-level data analytics abilities: extract necessary data points from all campaigns and segments in order to trend, analyze, and measure the impact on customer value delivery and retention;
  • Have a deep understanding of the strategic vision of our Customer Success team to align, prioritize and map to programs and activities across the customer lifecycle.
  • Coordination of cross-functional processes (Product, RnD, Marketing & sales) that support renewal targets and deliver on customers’ needs. 


When Customer Success and Operations is your passion! 

Highly engaged and collaborative, you thrive in an agile, fast-paced environment. Also, your experience in customer engagement, education and advocacy programs has made you customer-obsessed with a high tendency for being detail oriented with relentlessly high standards. As you think big and have convictions, you’ll stand your point with your strong communications skills with both internal and external audiences: in fact you are capable of translating technical language into digestible content, using data to tell compelling stories and more.

To be successful in this role you likely have a customer success background with lots of chops for project management, program execution and operational know-how. 

Ideally, here is what you look like to master this role: 

  • 2-4 years of customer operations experience specifically creating and executing customer campaigns driving customer loyalty and retention, as well as customer segmentation reporting, analysis and trends;
  • Expertise in customer experience best practices for B2B SaaS products. Actually you’re customer-obsessed!
  • Experience in customer onboarding and Customer journey management  campaigns
  • Strong ability to be hand-ons and eager to roll up sleeves to get things done  
  • Experience in customer engagement and advocacy programs
  • You have strong communication skills that extend to both internal and external audiences; translating technical language into digestible content, using data to tell compelling stories etc;
  • Ability to effectively measure performance of campaigns and segments. Analyzing and trending data on a daily basis. Implementing real-time changes to improve effectiveness of campaigns.
  • Bachelor Degree in Communications, Marketing, Business or related degree

Other things that will raise our eyebrows:

  • You have experience with latest best practices in digital marketing and Customer Success, including CRM and marketing automation tools such as:
    • Gainsight 
    • Marketo
    • Salesforce CRM and Community Cloud
    • Skilljar
  • OF COURSE you have a sense of humor (and humility) !!!

 

So, Do we have a fit? Swipe right! 

More importantly than anything else, we are looking for someone passionate about processes and the customer experience. You like what you see? Send us your résumé convincing us that you are THE candidate that we shouldn’t let get away.

Join the  #CoveoLife!

What is Coveo?

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

What is it like to work at Coveo?

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!