SaaS Service Operations Manager

$75,000 - $82,000/Yr

Calero - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Gasoline Stations and Fuel Dealers

About the position

The SaaS Service Operations Manager at Calero is responsible for driving customer retention and growth by building strong relationships with clients and ensuring their success with the SaaS Management platform. This role involves managing customer escalations, collaborating with cross-functional teams, and enhancing service delivery to meet customer needs effectively.

Responsibilities

• Drive customer retention and growth by transforming at-risk customers into satisfied long-term clients.
• Manage customer escalations and identify preventative measures.
• Provide comprehensive operational support to an assigned portfolio of SaaS and Call Accounting customers.
• Be an advocate for the customer, representing their perspective in product and user experience meetings.
• Leverage the SaaS Management platform to provide clients with visibility into their estate.
• Track and manage customer action log via the Communication Ticket Workflow.
• Independently drive issue resolution with appropriate stakeholders.
• Prepare and deliver Monthly Service Reviews (MSR) for each customer.
• Regularly update and monitor customer health using company-defined measurement processes.
• Produce reports and communications to provide insight into key highlights, low-lights, issues, and risks.
• Support the preparation and delivery of Quarterly Strategic Business Reviews (SBRs).
• Execute on Customer specific CAPA (Corrective and Preventative Action) Plans as required.
• Manage operational issues by understanding impact and identifying solution options.
• Ensure financial compliance and billing accuracy by monitoring contract terms.
• Monitor and track aged debt across the software-only customer base.
• Identify and create opportunities for potential CRUP opportunities within Customer Portfolio.
• Coordinate application of any necessary credits to ensure timely application to client invoices.

Requirements

• Bachelor's degree and/or related business experience preferred.
• 2-5 years of experience specific to SaaS services.
• Strong interpersonal and negotiation skills.
• Effective communication skills, both oral and written.
• Extremely detail-oriented.
• Good understanding of telecommunication expense management and auditing.

Nice-to-haves

• Experience in customer relationship management.
• Knowledge of continuous improvement methodologies.

Benefits

• Competitive salary based on experience and skills.
• Performance-based rewards and benefits.