Customer Operations Manager

As the first Customer Operations Manager for our Post-Sales team, you’ll partner closely with our Post-Sales Leadership to develop, maintain, and scale our customer success strategy. You’ll be able to influence decision-making on core Post-Sales initiatives and help define the foundations of success for a highly efficient organization.

This role is focused on creating scale within our customer-facing teams by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer-facing teams can drive the highest impact for our customers.

If you love applying your expertise to develop holistic organizational strategy, drive scalability through process, and work cross-functionally to tackle new challenges, this is the perfect role for you. Come help us build a world-class Post-Sales Organization!

What you'll do at Persona

• Define and implement lifecycle processes in conjunction with Post-Sales leadership to support customer outcomes and drive business growth
• Assist in establishing appropriate touch points throughout the customer journey (pre and post-onboarding)
• Develop methodology, processes, and systems that support our customer engagement methodology across all customer segments and teams
• Research, evaluate, recommend, and implement tools that increase efficiency of the Post-Sales team
• Operate as a thought partner to the business by identifying opportunities for future-proofed process automation and optimization, with a focus on scalability
• Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes; manage deployment of processes
• Design and build key reporting for Post-Sales leadership team including but not limited to: customer adoption, sentiment, advocacy, and business results (e.g. renewals, expansions, churn)
• Collaborate with enablement teams to manage training schedule during new hire onboarding and continual education
• Work cross-functionally to support critical Customer Success and Solutions Engineering initiatives that require buy-in and collaboration from teams across the company (e.g. feature request process, renewals management, marketing reach-outs)

…