Customer Experience Operations Manager

LearnUpon - Salt Lake City, UT

Full-time - Mid Level

Salt Lake City, UT

Telecommunications

About the position

LearnUpon is looking for a Customer Experience Operations Manager to join our Revenue Operations team in our Salt Lake City office. LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals - all through a single, powerful solution. With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do. Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We're always striving for the best solution (not the easy one). We're proud of our success and we're humble and hungry to achieve more. This role will report to our Head of Revenue Operations and support the Customer Success, Support, and Implementation teams. You will partner with senior CX and Sales leadership and the broader GTM team to drive the overall productivity and effectiveness of the organisation. Responsibilities include aligning and executing our overall customer experience strategy, operationalizing a retention forecast, building and maintaining customer health metrics, assisting with business planning, performing go-to-market analysis, understanding win/loss trends, aligning success and sales territories and teams, workflow and process optimisation, and standing up customer experience playbooks and programs. You will have a broad remit and the unique opportunity to work directly to contribute to our growth trajectory. We encourage and empower you to be brave and be creative, so we are looking for big thinkers who are ambitious and who love solving large problems.

Responsibilities

• Support the VP of Customer Experience, by owning day-to-day processes and creating and executing an overview of the end-to-end customer experience journey
• Own and execute the forecasting of customer retention across all segments and align Customer Success, Sales, Finance, and Executive leadership to risks and trends to retain and grow our customer base
• Regularly track KPIs against organizational business goals
• Own quarterly churn and downsell analysis, produce trend summaries, and deliverables for churn prevention strategy
• Collaborate with the BI team to provide robust and timely analysis for decision making
• Oversee and drive strategic customer experience programs and plays through process and systems rollouts via a designed change management framework
• Optimize customer experience workflows within core systems at scale
• Coordinate cross-functional processes to realize our renewal and upsell targets
• Regularly assist key stakeholders throughout the business on special projects/reports
• Provide training to relevant teams on operational changes that impact the business

Requirements

• 5+ of relevant industry experience in the revenue operations field with a focus on customer success operations
• Expert knowledge of SaaS KPIs and operating metrics
• Strong analytical, problem solving and modeling skills within Excel and SQL queries
• Comfortable speaking about data and insights to all levels of the company
• Proficient in using customer success and revenue related tools including Planhat, Gong, Salesforce, and others
• A high degree of attention to detail, excellent communication, and presentation skills
• High energy, proactive and independent individual who can serve as a partner and consultant to our GTM leaders
• Fluency in English

Benefits

• Competitive salary and company ESOP
• Private health insurance scheme
• 401k
• 25 days annual leave + 1 annual company wellness day off
• Work in a fun and supportive environment with regular team events
• Excellent career progression - take LearnUpon where you think it can go