NetBrain Technologies, Inc. Customer Success Operations Manager in Burlington, Massachusetts
Founded in 2004, NetBrain is the leader in transforming network operations thought automation. Its ground-breaking automation platform leverages the power of dynamic maps to provide CIOs and network teams with end-to-end network visibility while enabling adaptive automation across the organization’s physical, virtual and software-defined networks. Today, over 2,300 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform to automate network documentation, troubleshooting, and change management.
“NetBrain’s success is due to our people, and over the years, we have been fortunate to attract top talent because of our unique culture and exciting mission to transform the network management industry.” - Lingping Gao, Chairman and Chief Executive Officer of NetBrain
What We Need
NetBrain is looking for a Customer Success Operations Manager to be a part of a successful, growing company with an awesome company culture!
The Impact You’ll Make
In this role, you will manage our key Customer Success systems, processes and program governance. This includes; Gainsight, Cloud Coach, our Customer Success portal and Salesforce with a focus on Gainsight backend. You will work with our Post Sales Leaders, Customer Success Managers, Professional Services, Support and Sales team.
What You’ll Do ‘
Program Automation Building and managing a foundation of technology and systems that are scalable for the rest of the CS team Managing the CS tech stack and its integration with other systems, particularly Gainsight.
Help CS team members to build customer programs, Dashboards, reporting and other automation programs that allow our CS function to scale. You will focus on Process Building and Optimization Using detailed analysis to design, develop and refine processes out 1400+ customers, build tech touch and Onboarding programs for the customer 1st year Journey and beyond.
Reporting and Insights Weekly reporting and analytics with a focus on gleaning actionable insights to help improve key metrics (retention, upsell)
You will work closely with internal stakeholders , Sales and Operations to make data-driven decisions aimed at improving both internal, cross-functional processes and our customers’ experience.
Who You Are
Attitude is everything! Self Starter, curious and results driven!
Approach complex issues through an analytical and rigorous process analysis.
You’re more than familiar with the customer lifecycle and have a deep understanding of key CS metrics, such as retention, churn, cross sell and upsell
Are you metrics-obsessed CS ops professional
Have you built insightful reporting along with analysis and actionable recommendations?
Do you have a strong understanding of the customer Success lifecycle and programs that can support a tech touch methodology?
You have some Account management, customer success experience in a software company
In your work experience you have contributed to the building of CS program’s and enhanced process and workflows. worked on various CS frameworks; tech touch programs based on segmentation, Customer Success Plans based on customer profile, upgrade and adoption programs
2+ years, Gainsight - prefer admin certification
2+ Salesforce admin
Megentrix (bonus skill)
MS Excel a strong asset!
Prefer University or College degree
External Company Name: NetBrain Technologies, Inc.
External Company URL: www.netbraintech.com
Street: 15 Network Drive