Job Description
This role involves building and managing data analytics, systems, and enablement tools to support the Customer Success team in delivering exceptional service, driving operational improvements, and ensuring customer adoption and value realization within a fast-growing SaaS environment.
Key Responsibilities
- Build and optimize data analytics, systems, and enablement tools to support the Customer Success team.
- Develop executive reports, dashboards, KPIs, and business health reviews to inform decision-making.
- Manage and oversee critical business systems, including vendor management and roadmap development.
- Drive operational process improvements and change management initiatives across the organization.
- Collaborate with cross-functional teams such as Sales, Support, Product, and Finance to enable customer success and operational efficiency.
Requirements
- 8 years of progressive data-driven, operational experience, ideally in a SaaS environment or a fast-paced management consulting role, with a proven track record of managing strategic initiatives.
- Demonstrated success in designing and implementing complex systems and processes that measurably enhance team productivity and or customer outcomes at scale.
- Extensive experience managing significant change management operational process improvements across an organization.
- Proven ownership and strategic oversight of critical business systems for a function s end-to-end processes, including vendor management and roadmap development.
- Exceptional track record of building trust, influencing, and communicating effectively with a wide variety of stakeholders, including executives, Product and Engineering, and senior frontline managers.
- Superior diplomacy, tact, and poise under pressure when navigating complex issues and strategic discussions.
- Bachelor’s degree from a 4-year institution.
- Ownership of the technology stack for a function s end-to-end processes.
- Strong knowledge of Gainsight and familiarity with Matik and DataBricks.
- Strong bias for action, the ability to think big, with an insistence on high standards.
- Thrives in an unstructured and change-heavy environment.
- A penchant for customer service, patience, and resourcefulness.
Benefits & Perks
Competitive total compensation package with a salary range of 113,900 to 147,400 CAD
Employee-led remote and flexible working arrangements
Health benefits
Ready to Apply?
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