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Customer Success Operations Manager

Who we are

In Customer Success and Support our focus is helping customers get the most value from ScienceLogic solutions. We are obsessed with driving an exceptional customer experience while engaging with our customers to solve complex problems. Waking up in the morning to help our customers and colleagues achieve success excites us!

What we're looking for

ScienceLogic is looking for an analytical, technical, and motivated team player to bring our Customer Success and Support teams’ top strategic and operational objectives to life. In this role, you will be working with and collaborating with our business systems, finance, sales operations, product, customer success and support teams to plan, design, build and maintain optimal data visualizations, reports, and Salesforce workflows. This work will include collaboration with cross-functional teams to ensure deliverables are executed with high quality, and that they drive meaningful improvement in customer and internal team experience and outcomes. As an expert on how data flow within our organization and systems, you will articulate solutions that are simple and scalable, to enable the dashboards and reports you create to become trusted resources for your stakeholders.

What you'll be doing

  • Own the process design, requirements gathering, functional design and QA management of data visualizations and reports for our Customer Success and Support teams

  • Work with a group of cross-functional business stakeholders to understand their goals and operational requirements

  • Work as a project manager ensuring delivery of major project milestones occur on time and are of high quality

  • Regularly report out on project/program status to a group of senior level stakeholders

  • Partner with business and technology stakeholders to drive requirements, design and implementation of technology helping move from current state to the desired future state post implementation

  • Provide subject matter expertise to the internal operations and data teams on how different pieces of information are collected and used

Qualities you possess

  • 2+ years of customer success operations, sales operations, technology consulting, or other equivalent experience.

  • Experience with Salesforce, telephony systems, and Microsoft Excel highly preferred

  • Familiar with customer success and support management business processes & workflows

  • Demonstrated experience of solving complex problems using a data-driven approach

  • Demonstrated experience in improving processes to drive efficiency

  • Experience in managing projects from conception to delivery

  • Action-oriented, self-starter with a "can do" attitude demonstrating willingness to accept accountability and responsibility for individual results. 

Benefits & perks

  • A remote-first culture - work from home or come into the office, it's totally up to you.

  • Comprehensive medical, dental and vision plans.

  • 401(k) plan with employer match.

  • Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energise.

  • Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable organization.

  • 5-year Service Milestone Sabbatical.

  • Paid parental leave.

  • Generous employee referral bonus program.

  • Pet insurance.

  • HQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays.

  • Regular virtual company-wide events, including cooking classes, yoga, meditation and more.

  • The opportunity to learn and develop from some of the best and brightest minds in the industry!

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ScienceLogic, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which you are applying.

About ScienceLogic

ScienceLogic is a leader in IT Operations Management, providing modern IT operations with actionable insights to resolve and predict problems faster in a digital, ephemeral world. Its solution sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation.

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