Senior Customer Success and Strategy Manager
3 weeks ago
Akeneo: The Product Experience Company is looking for a highly skilled Senior Customer Experience Operations Analyst to join our team. As a Senior Customer Experience Operations Analyst, you will play a critical role in optimizing our Customer Success and Professional Services teams' efficiency and effectiveness.
Job Description:
- Design and implement territory plans and portfolio allocation strategies to enhance Customer Success operations.
- Develop and maintain dashboards and forecasting processes to track Professional Services performance.
- Lead churn and expansion forecasting processes to drive operational readiness for new initiatives.
- Optimize tools and systems, such as Salesforce, Catalyst, and JIRA, to improve department workflows.
- Analyze churn root causes and collaborate on retention strategies to improve customer retention.
Responsibilities:
- Collaborate with cross-functional teams to design and implement process improvements.
- Develop and maintain metrics and analytics to measure team performance.
- Provide training and support to ensure seamless adoption of new processes.
- Identify opportunities for cost savings and implement process changes to achieve those goals.
- Maintain accurate records and reports to track team performance and progress.
About Our Culture
We are a diverse, cross-cultural team that values inclusivity and diversity. Our culture is built around our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers, and Inclusive Community.
We offer a comprehensive benefits package, including health insurance, flexible working hours, hybrid setup, and 16 weeks (France) / 26 weeks (UK) paid maternity leave.
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