Sr. Manager Customer Success Operations

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* Location:

Palo Alto CA, hybrid onsite 3 days a week
** customer experience at every We are looking for a strategic, analytical Rev Ops partner who will work alongside our innovative and results-oriented CX team. This person will be passionate about the CX space, thrive working across teams to get things done, and excited to help us scale Uniphore towards IPO readiness. Drive standardization across regions to a common post sale CX operating model while supporting localization to different countries and cultures.

Automate and embed those CX activities and tasks in tools / processes that improve efficiency. Support and lead workforce management decisioning. Design and optimize staffing plans, scheduling and resource allocation to maximize efficiency and customer experience
** Skills You'll Need To Bring
*** 8-10+ years in CX Strategy and Customer Operations at the Enterprise / G2000 level both directly with enterprise clients and through global systems integrators and large regional resellers.
* Proven expertise with Excel/Salesforce and building capacity models
* Systems-oriented thinker who optimizes processes and builds frameworks for scale
* BA/BS required; advanced degree preferred
** Nice To Haves
**** Location
* *** The position is based in either Palo-Alto / Bay Area California with 3 days per week in office.
** Experience working across all regions (AMER, Europe, Middle East, & Asia) Passion for and applied experience in Customer Success teams

Analytical skills with the ability to translate data into strategic recommendations Executive presence and the ability to communicate and influence across audiences and levels (e.g. C-Suite, CX, Sales, & Finance)
High ownership mentality, with proven experience tackling ambiguous problems, remaining adaptable and working through complex initiatives across teams

Experience with AI and digital tooling, or strong willingness to learn

Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding Experience as an admin for tools like Dev Rev, Plan Hat, Totango/Catalyst, or other customer success platforms
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