Manager of Customer Success Operations – Puppet
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Perforce develops DevOps tools that improve software quality and security as well as team productivity for several of the world’s leading companies, such as PIXAR, CD Projekt Red, NASA, Verizon, Honda, NVIDIA.
Position Summary:
The Manager of Customer Success Operations (CS Ops) is responsible for managing a global team of CS Ops Managers who support the day-to-day operations of our Professional Services business and our overall Customer Success team. The CS Ops team is responsible for scheduling consulting and training engagements, reviewing Statements of Work (“SOWs”) and acting as the primary point of contact for customers during the scheduling process as well as ensuring accurate and timely data is provided to Accounting for billing and revenue recognition.
This is a player-coach role in which you will both manage and guide the team as well as perform the duties of a CS Ops Manager. As a hands-on manager, you excel at managing details and are focused on helping your team meet the needs of both internal and external customers. You are a strong coach and and have experience working across teams and geographies to manage the operations of a growing services business.
Responsibilities:
- Manage and mentor a globally-dispersed team of CS Ops Managers.
- Oversee the Statement of Work review process for professional services engagements including ensuring the technical review is completed, performing the legal/financial review using established guidelines, and escalating to legal and business managers as needed.
- Schedule consulting and training engagements including partnering with Professional Services management to assign consultants to projects and being the primary point of contact for customers, delivery partners, and internal teams during the scheduling process.
- Lead the set up and maintenance of projects in our Professional Services Automation (PSA) tool to ensure accurate data for customer delivery records, billing, and revenue recognition.
- Work with Accounting to define and implement processes and resolve escalations related to billing and revenue recognition of services.
- Review and approve Professional Services timesheets, expense reports, and partner invoices.
- Manage the launch of new service offerings including service descriptions, SKUs, project set up and revenue recognition approach.
- Serve as a subject matter expert and train others in CS Ops tools and processes.
- Collaborate with Services leadership and partner across the organization to define and drive CS Ops process and system improvements.
- Coordinate the onboarding of new service delivery partners
Requirements:
- Bachelor’s Degree and 5+ years of relevant experience or equivalent combination of education and experience
- 2+ years of experience as a people manager
- 5+ years in operational role, preferably in services and/or training operations in a software/SAAS company
- Prior experience with SOW or contract administration/management
- Proficiency with Salesforce and FinancialForce PSA or other professional services automation (PSA) tools
- Strong attention to detail and ability to prioritize incoming tasks and meet deadlines
- Experience successfully working within a matrixed organization structure
- History of thriving in a rapidly-changing environment, while identifying opportunities and implementing processes
- Strong verbal and written customer communication skills
- Ability to work at a detailed level with multiple cross-functional internal stakeholders
- Strong interpersonal and coaching skills
- Highly efficient and ability to multitask with proven problem solving skills
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