Customer Experience Operations Manager

Customer Experience Operations Manager

Department: Customer Experience

Employment Type: Full Time

Location: Remote, UK

Reporting To: Stephen Topp

Compensation: £47,000 - £55,000 / year

Description

As a Customer Experience (CX) Operations Manager, you’ll play a key role in ensuring the smooth and effective operation of Aptem’s post-sales teams. Reporting to the VP Customer Experience, you’ll work closely with department heads across Implementation, Customer Success, and Support, as well as cross-functionally in the business, to drive continual improvement in the performance of the customer-facing teams at Aptem.  

The CX Operations Manager plays a vital role in the success of Aptem’s customers and the efficiency of the teams that ensure their success. 

Main responsibilities

• Drive Product Adoption 
  • Analyse the causes of poor product adoption, and work cross-functionally to drive initiatives to improve adoption amongst Aptem’s customers 
• Management of CX Technology and Toolset 
  • Administer and configure the tools used across CX functions to support the teams’ performance 
  • Identify and drive opportunities for automation within the teams’ operational workflows 
  • Understand and assess the capabilities of our tools, and identify opportunities to maximise their usage 
  • Remain informed about advancement in the technology landscape for Customer Success, Implementation, and Support to explore alternative solutions that can improve performance and/or reduce cost for the business 
  • Train staff on the use of the CX technology stack 
• Project Management 
  • Acting as project manager for key strategic initiatives, ensuring their successful delivery 
• Forecasting 
  • Improving the quality and accuracy of our forecasting, including customer churn, renewal, upsell, and growth 
• Analysis and Reporting 
  • Develop and maintain CX team metrics, dashboards, and reports to track key performance indicators and results 
  • Monitor customer engagement, feedback, and product engagement data to guide improvements, making informed decisions that enhance CX teams’ operations 
• Process Improvement 
  • Continuously evaluate and recommend improvements to processes to ensure they align with business and department objectives, supporting high performance of the customer-facing teams 
  • Work closely with department heads to design, document, implement and manage scalable processes and workflows to improve teams’ efficiency and effectiveness 
• Documentation 
  • Act as controller for the CX teams’ SharePoint and Confluence spaces, ensuring that content remains accurate and discoverable. 

Desired skills, experience and knowledge

• Proven background within a related role, ideally within the SaaS or EdTech sectors, with a strong focus on improving processes and CRM management 
• A naturally curious mind that doesn't take things at face value, with an ability to push back or dig deeper as appropriate 
• Project Management: An experienced project manager, preferably holding project management certification 
• Strong negotiation and influencing skills, with the ability to interact and manage stakeholders at all levels 
• CRM System Knowledge: Strong technical knowledge of CRM systems, with demonstrable experience in their administration and/or configuration. Experience with Planhat and/or Zendesk is preferable. 
• Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment 
• Analytical abilities: Excellent analytical skills, with a focus on data-driven decision making. Able to identify patterns in data and translate these into actionable insights 
• Customer-centric mindset 
• Excellent written and verbal communication skills; an ability to clearly articulate complex ideas 
• Excellent problem solving skills 
• Highly organised; able to manage own workload and time, and work independently 

Benefits

• 27 days holiday allowance plus bank holidays, with an additional day off on your birthday!
• Option to take up to 1 day of paid volunteering leave every year.
• Half a day off at the end of the working week during July and August.
• Option to purchase up to 5 days of additional leave. 
• Company pension scheme.
• Life insurance.
• Private health insurance with Aviva.
• Discounted gym membership.
• Retail and other discounts.
• Employee Assistance Programme.
• Learning and development budget.
• Regular paid social events throughout the year.

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