Client Success Operations Manager

$135,000 - $155,000/Yr

Luxury Presence - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

11-50 employees

Professional, Scientific, and Technical Services

About the position

The Client Success Operations Manager at Luxury Presence plays a crucial role in enhancing client satisfaction and retention by optimizing processes, systems, and tools within the Client Success team. This position collaborates with various departments to ensure seamless operations and a superior client experience, focusing on data analysis, project management, and team leadership.

Responsibilities

• Optimize Client Success Processes by analyzing existing client onboarding, support, and renewal processes to identify areas for improvement and implement streamlined workflows.
• Develop and Maintain Systems & Tools by managing and improving the technology stack used by the Client Success team, including CRM (Salesforce) and project management tools.
• Conduct Data Analysis and Reporting to track key performance indicators (KPIs) related to client success and work with the data and analytics team to build reports and insights.
• Oversee Onboarding and Training by developing and delivering training programs for new and existing Client Success team members.
• Facilitate Cross-functional Collaboration with Sales, Marketing, and Product teams to ensure alignment on client needs and product development.
• Manage Project Management related to client success initiatives, including implementing new tools and improving internal processes.
• Create and maintain a comprehensive Knowledge Management system of resources and best practices for the Client Success team.
• Develop Client Communication strategies to keep clients informed and engaged through newsletters, webinars, and in-app messaging.
• Provide Team Leadership by mentoring and supporting Client Success Operations team members.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 3+ years of experience in client success operations, sales operations, or a similar role, preferably in a SaaS or technology company.
• Strong understanding of client success principles and best practices.
• Experience with CRM software (e.g., Salesforce), project management tools (e.g., Asana), and other relevant technologies.
• Excellent analytical and problem-solving skills.
• Data-driven mindset with the ability to track and analyze key metrics.
• Strong communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders.
• Proven ability to manage and prioritize multiple projects simultaneously.

Nice-to-haves

• Experience in the real estate industry is a plus.

Benefits

• Competitive salary and benefits package.
• Opportunity to work in a fast-growing, dynamic company.
• Be part of a passionate and supportive team.
• Make a real impact on the success of our clients.