Customer Success Operations Manager - Toronto, Canada - AlayaCare

AlayaCare

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About AlayaCare:

AlayaCare is revolutionizing the way home health care is delivered.

Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care.

We're a fast-growing SaaS company with a team of 600+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions.

We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

About the Role:

The Customer Success (CS) Operations Manager is part of the Customer Success Operations team, reporting to the Senior Manager, CS Operations.

They are responsible for providing internal tooling, integration, and technical support to drive customer success operations work.

The CS Operations Manager works on projects related to the automation of administrative activities, maintenance of internal tools, and data reporting.

What you'll be responsible for:

Managing implementation projects for new tools and technology systems, and maintenance of existing infrastructures
Collaborating with CS Operations team members to identify integration opportunities that bridge CSsystems with other systems at AlayaCare, and leading the design, development, and implementation of approved projects
Identifying opportunities to automate processes that increase the efficiency of, or reduce the manual work required by Customer Success teams, and evaluating proposed tools and technologies
Documenting changes to internal process from new technologies and automations, or updates to existing technologies and automations, and leading team training and change management activities
Identifying baseline performance and target metrics of assigned initiatives and designing mechanisms to measure project impact
Creating reports to track and measure team performance, and managing the reporting infrastructure to ensure teams have access to accurate and timely data
Managing project scope and addressing escalations and changes to delivery timelines, while keeping relevant stakeholders informed of progress and blockers
Acting as the CS Operations representative for other departments (sales, product, finance) to identify, scope, and manage crossfunctional projects
Conducting research and analysis regarding new tools, automations, or technological processes that contribute to the overall goals of the CS Operations team, and working with senior operations staff to prepare businesses cases and recommendations
Owning operational initiatives designed to improve Customer Success eNPS (employee net promoter score)
Staying current on operational best practices within SaaS and translating research into internal guidelines
Providing guidance and expertise to the team as it relates to tooling and automation processes

What you bring to the team:

Post-secondary education in a relevant discipline (business administration, information technology, etc.) or a blend of post-secondary education and experience in a similar role
2+ years of experience in an operational or trainingrelated role within a technology, SaaS, or internal software SME capacity (and bonus for a background in home health or postacute care)
1+ years of SaaS experience is strongly preferred
Experience with tools used for Customer Success, including HubSpot, Mavenlink, Zendesk, Qualtrics and Looker an asset
Proficiency working with openAPI systems (e.g., Make, Zapier) to create integrations between tools and automate processes
Technical proficiency and experience adopting and optimizing new technologies
MS Excel experience at an advanced level (BI tool experience would be a definite asset)
Strong interpersonal, communication, and organizational skills, with an ability to balance competing priorities and build productive relationships with peers and senior leadership
Experiencebased mindset with strong analytical skills and a track record of customer focus, openness, trust, and delivering on commitments
Solutionsfocused and experience delegating tasks to other team members
Fluency in French considered an asset

What Makes AlayaCare a Great Place to Work:

Our products have a positive impact on the lives of countless care workers and care recipients
Equity in a wellfunded, highgrowth company
Flexible hybrid working model and beautiful and creative office spaces to enjoy within prime locations
Competitive compensation including equity in a growing, wellfunded company
Comprehensive group benefits program, including telemedicine
Employee expense program for health, wellness, lifestyle, productivity expenses and more
Parental leave topup plan
Flexible vacation policy
Wellness Fridays throughout the summer months for extra time to unwind
Paid Volunteer Time off Program
Career growth and development opportunities
An entrepreneurial culture of