Customer Operations Manager

Job title:

Customer Operations Manager

Company

UpSlide

Job description

is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We’re scaling up with 160+ employees across our offices in New York, London, Paris (HQ), Singapore, and Berlin.Our values ✨Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.Trust: We are passionate, committed, and free to act with autonomy.Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.The team 🧑‍🤝‍🧑The Revenue Operations team at UpSlide is responsible for our GTM tool stack, our sales and customer processes, and informing GTM strategy through the generation of insights.Five strong today but growing substantially this year, the team is currently composed of three functions: Operations, Data, and Insights and Analytics. You will be building the Customer Ops function, and will report to the Operations Lead .Team goals 🎯Our North Star is productivity. We are here to ensure that our customer-facing teams operate efficiently on our road to becoming a €60m ARR business by 2027.You will play a significant role in helping our Professional Services and Customer Success teams maximize our net revenue retention and streamline their day-to-day activities.Your responsibilities 🖋️Improve Processes & tools (40%)Develop a customer playbook and drive process improvements for our Professional Services and Customer Success teamsOwn and enhance our internal customer tech stack by building automations and no-code integrations, and training our customer teams.Provide first-level support for issues and requests relating to Customer tools and process-related optimizationsLeverage Data & Insights (40%)Design and monitor customer segmentation, churn forecasting, and customer health metric modelsConduct data analysis to identify trends, mitigate churn risks, and drive NRR growthEquip Professional Services and Customer Success leadership with monitoring tools to track customer KPIs, and deliver insights on past results, churn, and upsell forecastsEmpower Our Success Teams (20%)Optimize and support the allocation of customer accounts while forecasting hiring requirementsLeverage performance data to identify knowledge and skill gaps within the customer teams.Your goals ⚡1 month: Develop a solid understanding of our post-sales funnel, customer processes, and tools3 months: Provide data-driven insights and recommendations to improve NRR, enhance customer segmentation and optimize tooling

6 months: Establish yourself as a key business partner to the Professional Services and Customer Success leadership, and build the foundations of a customer playbookThe annual salary package for this role is €48,000 – €66,000.
This salary range is inclusive of several career levels at UpSlide and will be narrowed during the interview process based on the candidate’s experience and qualifications.You are a great fit if you have:Full professional proficiency in EnglishA minimum of 3-4 years in an operations and/or customer-facing role in B2B SaasExperience with Customer or CRM tools like Salesforce and PlanhatExcellent written and verbal communication skillsA growth-oriented mindset, adaptable to experimenting with new approaches, learning from setbacks, and continuously improvingA data-driven approach, with the ability to leverage data to provide insightful recommendations and build processesStrong cross-functional collaboration skills and a willingness to problem-solve with internal stakeholders to address business needsWe’d love it if:You have experience or interest in financial services✨ If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.Recruitment processA phone interview with , Talent Acquisition Specialist [45′]A video interview with , Operations Lead [45′]At-home work task evaluated by our Rev Ops team to review your experiences and match for the roleAn in-person task review with Charlotte, Operations Lead, and one of our Heads of Customer [1h]Meet your future team with a 45′ in-person or video interview with , Head of Revenue Operations, and Senior Sales Ops Manager. This will be followed by a 30′ chat with , our deputy CEO.🚀 We’ll conduct a reference check to learn how to help you thrive!⚡ On average our process lasts 3 weeks.What we offerMake a real difference and be at the very center of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!🌍 International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries💻 Hybrid work: 2-3 days/week hybrid work policy🧑‍💻 Work-from-home budget: €500 WFH equipment budget🌱 Training & professional development: Collaboration with our sister company, IPH, who provides UpSliders with training on key soft skills and management💆‍♀️ Wellness package: 50€ per month for physical and mental wellness activities👶 Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven🏠 Beautiful office: Office near l’Opéra (1er arrondissement) – a vibrant space with beautiful common areas and meeting rooms, a nap room, bike storage and showers, tea/coffee, etc.✈️ Holidays: 25 vacation days and 9 RTT (with one taken for Solidarity Day)🎉 Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)💸 Compensation: Competitive package✅ General: Tickets restaurants (Swile), healthcare (mutuelle – Alan), transportations (50% reimbursed)More about UpSlideOn top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging cultureYou will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a personUpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees
More info here:UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category “best company for remote work”
More info here:As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you’ve joined UpSlide ✨

Expected salary

€48000 – 66000 per year

Location

Paris

Job date

Sun, 02 Mar 2025 07:25:44 GMT

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