Lead Client Success Operations Manager

Lead Client Success Operations ManagerIn this role, you will be responsible for designing, implementing, and enabling Client Success solutions, processes and data, along with administering our Client Success (CS) platform. This includes gathering and managing data requirements and working with key stakeholders (including senior leadership) to enable our Client Success organization to deliver exceptional value to our clients. As a Lead Client Success Operations Manager, you are responsible for delivering impactful solutions to your key stakeholders and using your passion for building efficient processes and workflows, optimizing reports, and designing systems to meet business needs.To thrive in this role, you will leverage your process and data-oriented mindset and passion for customer success to build out new processes and procedures that make our business run smoother, quicker, and smarter. You will combine your operations acumen and analytical skills to help us get the most value from our client success platform and processes.ResponsibilitiesWhat you can expect on a typical day:Support, maintain, configure and administer the daily operations of our CS platform for the NAS Client Success OrganizationIdentify new ways to increase automation and efficiency of the CS teams and work with cross-functional teams to implement these solutions across processes, systems, and dataManage the implementation of solutions, including data and requirements gathering, design, testing, and continuous improvementInterface regularly with our internal team to surface client success data requirementsBuild scalable processes and rules to ensure data hygiene, process compliance, and clean reportingDetect early signals of at-risk accounts and create automated alerts for CSMs to address themBuild workflows and dashboards that analyze client data to identify new opportunities that trigger actions for CSMs to proactively engage with clientsImplement new playbooks and changes to existing playbooksDefine and evolve client health scoring and reportingEnsure all processes are well documented and maintained up to dateCreate and refine reports for business leaders, optimizing them for automation as neededRequirementsBA/BS or equivalent in education and experiencePassion for customer success and designing processes that scale5 years of experience in operational analytics with a focus on Client Success2+ years of experience working in B2B or Enterprise software2+ years of experience supporting/maintaining a CS platform (Gainsight, SFDC CS Workflows, etc.)Ability to analyze various data sets and present findings in an actionable and insightful wayAbility and desire to learn new tools and systemsAbility to work cross-functionally in a rapidly changing environmentUnderstand and translate business needs into technical requirements and designExcellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issuesStrong communication skills; able to work with a variety of stakeholders including senior leaders