Position Summary:
The Customer Success team is integral to the overall success of the Digital Experience as a whole. They are the driving force behind ensuring the successful use, adoption, and retention of our products and services. Working cross functionally, and with our customers, this team ensures we’re building products that our customers love. The Manager, Customer Success Operations will help to streamline and amplify this effort. The Manager, Customer Success Operations will play a key role in scaling our Customer Success team which includes Support, Services, Customer Success, and Sales Engineering.
This individual will be responsible for leading long-term projects and daily requests that support the scalability of the entire Customer experience, from on boarding through adoption.
The Manager, Customer Success Operations needs to be an analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools. This role will also develop key metrics and reports to measure the success of these processes, products use, and the overall performance of the team.
We are looking for someone who is passionate about driving key objectives for the business and turn data-driven insights into actions. The Manager, Customer Success Operations should be able to balance strategic planning with tactical execution. Someone who can work side-by-side with the head of Customer Success to provide support and insights on the team’s achievements and opportunities.
Major Responsibilities:
- Develop and provide actionable info for CS
- Hire, train, and manage team members
- Process Improvement
- Process Training & Compliance
- Develop Metrics, Reports, Dashboards, KPIs
- Develop and provide actionable info for CS
- Data Analysis
- Gap Analysis
- Administrative Tasks
- Other projects as assigned by the supervisor
Qualifications & Skills
- Highly Adaptable
- Critical Thinking
- Self-Motivated
- A proven Leader & Mentor
- Problem Solving
- Organizational Skills
- Time Management
- Verbal & Written Communication Skills
- Strong Presentation Skills
Relevant Experience
- 5+ years experience in Operations.
- 2+ years of Management experience
Education
- Bachelor’s Degree preferred but will consider experience in lieu of degree.
Other
- Regular, predictable, full attendance is an essential function of the job
- Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.
Physical Requirements:
- The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
- While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer
About Penske Truck Leasing/Transportation Solutions
Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.
Job Category: Operations Management
Job Family: Operations
Address: 100 Gundy Drive
Primary Location: US-PA-Reading
Employer: Penske Truck Leasing Co., L.P.
Req ID: 2602797
