Customer Operations Manager

3 days ago

Sydney, New South Wales, Australia Helpsystems Full time

**RELAXED WORK ENVIRONMENT, DEDICATED TEAM, & GROWING COMPANY**

As a Customer Operations Manager you will supervise a team of Renewal Specialists, Customer Operations Specialists, Customer Success Managers and Account Specialists. Identify areas for process improvement, and work with team leadership to document and implement the changes. This role requires collaboration with Sales Leadership, as well as other departments, to fully understand potential changes and impacts to the team and/or the business processes.

**WHAT YOU'LL DO**
- Manage daily activities of the Customer Operations team, with particular focus on renewals and retention.
- Act as the primary renewals contact for top maintenance-paying customer accounts.
- Oversee workflow of all business processing including preparation of reports and other statistics to support and direct the Customer Operations department.
- Present to Management on relevant metrics related to department objectives.
- Identify areas for process improvement and work cross-functionality to implement necessary changes.
- Strategize on the appropriate distribution of renewals workload across the team on an ongoing basis.
- Facilitate training for new hires as well as ongoing training for team members.
- Lead the hiring process for any new hires onto the Customer Operations team as applicable.
- Help handle and resolve more complex customer requests or complaints.
- Assist with successful discovery, onboarding, and implementation of new acquisitions.
- Other duties as assigned.

**QUALIFICATIONS**
- Four-year degree and 1-3 years supervisory experience preferred
- 3+ years handling licensing or renewals, including international, strategic, channel, and direct
- Excellent presentation, written, and oral communication skills
- Strong interpersonal skills and experience initiating and building positive relationships.
- Strong organizational and time management skills with the ability to manage multiple projects
- Pleasant disposition with a customer service focus
- Detail oriented, self-motivated, resourceful, and reliable
- Cross functional leadership and team coordination skills
- Proficiency in Microsoft Word and Excel required
- Keyboarding of 80% per day
- Primarily phone and computer work

HelpSystems is passionate about making life easier for modern organizations and improving the lives of our customers. As a seven-time Star Tribune Top Workplace we are dedicated to making our employees happy by offering great benefits, fun company culture, and transparency from our leadership team. When working at HelpSystems you will have the opportunity for an upbeat office environment with A LOT of perks, such as professional development, equity program, employee recognition programs, and more

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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