Customer Success Operations Manager

About ThousandEyes

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business

About the Role

ThousandEyes is seeking a highly motivated Customer Success Operations Manager to join our Sales Systems and Tools team within the Sales Operations organization. You’ll be a key member of our Sales Operations team and instrumental in helping our ThousandEyes meet it’s customer retention objectives. As the Customer Success platform administrator, you’ll work closely with the Customer Success leadership team.   You will be responsible for ongoing optimization requests of our CS platform by responding to issues, developing processes based on best practices and implementing playbooks to increase efficiency. This position requires an individual who is team-oriented, excited to support a growing sales org, hyper focused on customer retention, and a self starter that thrives on learning and continued improvement.

Responsibilities

• Act as the Product Owner for all renewals and expansions related system transformation & process improvements
• Define and manage the evolution and adoption of CS platform to meet business needs 
• Monitor CS execution and performance, developing reports, dashboards, and analytics for churn, retention, renewals, expansions, NPS, customer health, onboarding, deployments and migrations, and other key metrics.
• Partner with Customer Success (CS) leaders to define, track, implement and scale operating plans, processes, metrics, and programs
• Provide insights and recommendations to improve efficiencies through the development and adoption of best practices and standardized procedures.
• Collaborate with Sales Operations team members to capture the full picture of the health of ThousandEyes’ pipeline 
• Partner with Support + CS Leaders to ensure process documentation + enablement is in place regarding how all new hires should adopt our Catalyst workflows. 

Qualifications

• 2 - 6 years of experience in CS Operations in a Sales org
• Solid understanding of the customer journey and lifecycle
• Experience administering CS platform such as Gainsight, Catalyst, Totango or Churnzero 
• Strong analytical and problem-solving skills. Able to think through scenarios, understand the impact to the business, provide and execute recommendations.
• Excellent communication skills.  Able to communicate effectively with different levels within an organization, create documentation and provide training to users with varying technical backgrounds.  
• Willingness to jump in and help on projects that pop up and learn something new

It’s a plus if you have the following:

• Salesforce Administrator certification
• Previous experience with SaaS based organization
• Experience with Salesforce CPQ, GetFeedback, Looker, Pendo
• Prior experience as a Customer Success Manager
• Broad experience working with Executives, Marketing, Sales, Support, Professional Services, and Finance users and understanding their diverse needs

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do –you can’t put us in a box! But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us.

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.