Customer Engagement Manager for ABRAMS, managing email and lifecycle marketing programs. Collaborating with eCommerce & Engagement team, focusing on customer segments and journeys.
About the role
- Head of Customer Success and Support Operations at Semrush, enhancing customer support efficiency and process optimization for global tech initiatives.
Responsibilities
- Develop and implement strategies to improve customer support efficiency, quality, and overall customer experience.
- Capacity Plans/Workforce Management for CSS: Develop, manage, and optimize capacity plans to ensure optimal staffing models that are efficient, lean and aligned with our Customer SLAs
- Variable Comp Plans Management: Develop and manage all our variable compensation plans in partnership with Sales and legal teams. Determine a governance model and a clear yearly cadence to review variable compensation plans, maps proposals for improvements and oversees their implementation
- Process Optimization Champion: Develop a deep understanding of our working model, its metrics and signs of health, and develop solutions to optimize of internal resources through process optimization. Foster this mindset across multiple teams, and provide best practices.
- Reporting Management: In collaboration with Data teams and leaders from CSS, develop a deep understanding of yearly reporting milestones, such as QBRs, annual reviews, and support with the preparation and coordination of all deliverables for such instances (elaborate templates for leaders to fill, project manage the creation of these reports, organize prep calls, etc.)
- Tool and technology Management: Become the main point of contact for all toll alignments. Manage, implement and maintain customer success platforms and tools while ensuring their enablement, access, and process optimization.
- Data and insights: In collaboration with Data teams, partner in the collect, analyze, and report on key data such as customer health, adoption, churn, and renewal to provide actionable insights.
- Customer Success and Support Program Management: Work on the elaboration of ad-hoc CSS group level programs, in close partnership with CCO.
Requirements
- Bachelor’s degree in Finance, Marketing, Business Administration, Communications or related field
- At least 8+ years of overall Experience in Customer Success and Support related functions, in which at least 3+ years are related to operation, process improvement, program management of Customer Success / Retention areas.
- At least 5 years on leadership role or strategic-level positions
- Expert technical proficiency of Customer Success Management systems and other relevant software for Support and CRM tools such as ticketing systems, Tool Management practices, workforce management, and chatbots.
- Expert level Analytical skills for revenue generating functions, including but not limitated to Customer Success and Support: Strong ability to analyze data, derive actionable insights, and use them to inform and adjust strategy.
- Proven ability to lead teams, passion to collaborate with other departments, and communicate effectively with stakeholders at all levels.
- Operational Excellence Mindset: Passion to scale customer success efforts and ensure their max efficiency while advocating for a continuous process improvement mindset
- Strategic thinking: The ability to develop long-term strategies while focusing on operational efficiency and scalability.
Benefits
- Flexible working hours
- Unlimited PTO
- Flexi Benefit for your hobby
- Employee Support Program
- Loss of family member financial aid
- Employee Resource Groups
- Meals, snacks, and drinks at the office
- Corporate events
- Teambuilding
- Training, courses, conferences
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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