Full-Time

Senior Customer Success Operations Manager

Posted on 5/14/2024

TravelPerk

TravelPerk

1,001-5,000 employees

All-in-one corporate travel management platform


Senior

London, UK

Required Skills
Sales
Communications
Management
Salesforce
Marketing
Requirements
  • 5+ years of experience in Revenue Operations, Customer Success Strategy & Operations, Post-Sales Operations, Customer Success, or similar roles in the B2B SaaS space
  • In-depth understanding of Implementation/Professional Services and Customer Success processes
  • A proven track record in optimizing post-sales processes within the B2B SaaS landscape
  • Experience in managing and optimizing CRM (Salesforce.com) and Customer technology tools (e.g. Gainsight)
  • Strong analytical and problem-solving skills, with the ability to leverage data for informed decision-making
  • Excellent communication and leadership skills to drive cross-functional collaboration
  • Strategic thinker with the ability to implement and execute process improvements
Responsibilities
  • Evaluate and optimize end-to-end post-sales/customer processes, including implementation, handover, onboarding/ramp, expansions and churns
  • Identify bottlenecks, inefficiencies, and opportunities for improvement and implement solutions to enhance the overall post-sales workflows spanning across the Implementation Services and Account Management teams
  • Build and drive process, change management, and operational efficiencies within the Revenue organization
  • Partner closely with regional Implementation Services (IS) and Account Management (AM) Leadership to align on goals, strategies and processes to achieve customer retention and expansion objectives
  • Drive cross-functional collaboration and alignment between regional IS/AM Leadership teams, Product, Data and Finance teams
  • Partner with the Reporting, Insights & Strategy team to provide actionable recommendations to regional IS/AM Leadership teams to optimize post-sales processes and drive rep productivity and efficiency
  • Foster a culture of collaboration and communication to drive a unified approach towards customer retention and expansion and ultimately revenue growth
  • Assess, implement, and optimize technology stack to enhance efficiency and effectiveness of post-sales teams (Implementation Specialists and Account Managers)
  • Experience in evaluating, implementing and maintaining Professional Services / Resource Management and Customer Success Management softwares
  • Work closely with IT teams to integrate and automate systems for seamless data flow across different departments
  • Partner with the Enablement team to develop and implement enablement programs to empower the team with the tools, resources, and training to maximize effectiveness
  • Partner with the Enablement/Product Marketing teams on customer education assets and content
  • Ensure smooth handoffs between Implementation and Account Management teams to enhance the overall post-sales/ramp process

TravelPerk offers an all-in-one corporate travel management platform with a wide travel inventory, powerful management tools, 24/7 customer support, and state-of-the-art technology, enabling companies to streamline their travel processes and achieve cost savings. The platform focuses on providing travelers with freedom and companies with control, utilizing advanced technologies to enhance the corporate travel experience.

Company Stage

Series D

Total Funding

$771.2M

Headquarters

Barcelona, Spain

Founded

2015

Growth & Insights
Headcount

6 month growth

12%

1 year growth

19%

2 year growth

83%
INACTIVE