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Job Description
Legion Technologies is seeking a Senior Manager, Customer Success Operations to join their team in Bucharest, Romania. This role is responsible for working with the implementation, account management, and ongoing customer support teams to develop, deploy, and enforce best practices, operating processes, budgets, margins, and tools. The Senior Manager will ensure consistency, quality, and maximum efficiency within the department and act as the primary operational interface with other Legion organizational leaders.
Responsibilities:
- Works with regional Customer Success leaders and finance to design, implement and manage high quality and accurate capacity forecasting, budgeting and planning processes.
- Owns and drives the Customer NPS program within Legion.
- Analyze and track Customer Success resource demand, staffing, utilization and project milestone management.
- Partner with & Customer success & Sales on SOW creation and pricing.
- Owns & manages core Customer Success Operational processes that include: Critical Issues tracking/management and Customer Success OKR (Objective and Key Results)
- Project manages the successful implementation of new programs through the Customer Success organization.
- Ensures operations dashboards, data, and reports are provided to leadership.
- Builds and evaluates capacity forecasting trends and results.
- Works with finance and sales to ensure effective use and adoption of finance tools for time tracking, milestone completion and customer invoicing.
Requirements:
- Bachelor’s degree, and a minimum of 7 years of experience in Customer Success or professional services operations or delivery management.
- Previous experience with Quality Management, Operations Management & Business Process Centers highly desirable.
- Experience with administration and knowledge of applications including: Salesforce & Excel
- Ability to lead all Customer Success programs and provide data driven recommendations.
- Ability to establish and maintain effective working relationships with coworkers, managers, and employees, working effectively in a team environment with shared responsibilities.
What Legion offers:
- Competitive compensation and benefits packages
- Health Benefits
- Paid Time Off and Paid Holidays
- Monthly Wellness Reimbursement
- Meal Vouchers
Legion
Legion is a technology company specializing in AI-native workforce management solutions. Their cloud-based platform helps labor-intensive organizations optimize labor efficiency and improve employee engagement. Legion's employee-centric platform leverages intelligent automation to provide modern solutions for scheduling, communication, and empowerment. The company has received multiple awards and is backed by leading investors. Legion aims to transform hourly jobs into good jobs by simplifying workforce management for both employers and employees. They serve industries like Retail, Hospitality, and Fitness.
All Jobs at Legion (11)