Are you passionate about building strong value propositions that empower customer-facing teams to deliver exceptional value? Join the company's Services Customer Success team as a Customer Success Operations & Enablement Manager. In this role, you’ll help shape the future of how we bring our network products to market grounded in value within the region. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences.
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The Customer Success Operations & Enablement Manager reports to the EEMEA Customer Success Lead and will support the development and delivery of strategic priorities for Customer Success within the company's Services. The primary focus of the role will be to support best-in-class go to market readiness for our CS teams within the region. You will be working with key partners such as Network Services, Product, Value Enablement, and Marketing in the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.
Responsibilities
- Collaborate with Product teams to identify what products should be in scope of Customer Success based on size of the business opportunity, Customer Personas, engagement model, skillset required.
- Participate in the Product launch process to decide if and how Customer Success should support, anticipating capacity and skillset needs, acting as the voice of the Customer for adequate product-market fit.
- Prepare the Product launch with Product Owners, ensuring we develop a consistent and customer-centric approach including documentation of personas and use cases, pitch decks that properly articulate the value proposition, demos, FAQs, objection handling, and customer training.
- Serve as a liaison between CSMs and Product teams, collecting and acting on feedback, removing roadblocks and complementing enablement, tracking progress, adoption, and value realization.
- Track KPIs to measure Customer Success performance and define dashboards and reports needed for stakeholders ranging from executives to front-line teams.
Requirements
- Experience performing market analysis and collecting feedback from customer engagements to identify opportunities and inform strategic decisions on which products to prioritize.
- Experience working with Product teams to accelerate the realization of the value proposition for customers to ensure that programs are effective and adaptable to changing customer needs.
- Strong analytical skills with experience in visual storytelling and a talent for choosing appropriate graphs and visuals to deliver an impactful message with data.
- Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives.
