Customer Success Operations Manager

Company Description

Seed&Spark is a platform that helps build sustainable careers for diverse creators and amplifies the cultural impact of the work that they make. For most of the past decade, Seed&Spark has cultivated equity and inclusion in entertainment, building an unprecedented pipeline of stories from unique perspectives told by people around the world. Leveraging our exceptional content library, we've created a first-of-its-kind inclusive workplace culture program built around film.

We have a passionate team of smart, creative and purpose-driven experts working hard to change the entertainment industry for the better.

We are a remote organization, with all employees working from home within the U.S.

Job Description

About the Role

We’re looking for a passionate, detail-oriented Customer Success Operations Manager to help us manage and deliver our workplace culture Film Forward program to our clients. Built around a library of exceptional short movies, Film Forward helps organizations implement, execute and measure a sustainable practice to cultivate a workplace that works for everyone. Each month, participants watch an award-winning short film, engage in personal reflections and actions, expand individual knowledge through cultural literacy and then join a facilitated conversation. 

Your role is to organize customer deliverables from a macro level, join and document client onboarding calls, build out customer-specific platform experiences, communicate with clients about their deliverables when necessary, and coordinate between internal departments to ensure successful delivery of the program to customers. You also focus on ensuring client success by facilitating technical support to end users and proactively project managing the end-to-end delivery process. These programs have a lot of moving parts, and you’ll oversee calendars, documents, client contacts and communications, working closely with other team members to appropriately customize the product for each client.

You are part of our customer delivery team and will work closely alongside the rest of the Customer Success team, Sales, and Product Management to ensure our services are delivered successfully. This is an exciting opportunity to take on a critical role within our team, using your operational experience to execute on important client deliverables while also assisting in evolving this team into a sustainable, scalable customer success team. Film Forward is a product in high demand, and you will help us develop and implement Customer Success delivery best practices. This is a full time position.

 

About YOU

You love processes. More specifically, you love repeatable processes. You are organized, very detail-oriented and you know your way around Google calendars, docs and spreadsheets. Keeping track of several moving parts at once is no big deal for you because you are a project management wiz. And in your wizardry, you also know things can change, so you are comfortable when processes need to evolve. Heck, sometimes you’re the one driving the change, because you are proactive and apply your critical thinking when it comes to improving our operational systems. As we expand our Film Forward program, this growth mindset will help you thrive!

With this love for process and your proven project management success, you also enjoy working with data - pulling data, reviewing it, reporting on it. You can identify what data is meaningful, why, who needs to see it and how they need to see it. And when not in the data, reports or process, you can switch gears and bring your own professional customer service voice to client emails and video calls, since being an active and present communicator is key in this role. 

We are all working remotely for the foreseeable future, so it’s important that you are proactive in your internal communication and how you handle your workload. You’re a team player, and we’re looking forward to building a team environment in which we care for each other’s psychological safety, have our voices heard and shift each others’ perspectives. 
 

Expected Outcomes for the Customer Success Operations Manager:

• 100% customer delivery success

• 100% compliance on customer support SLAs

• Scalable delivery processes

• Consistent, efficient reporting

 

Core Activities for the Customer Success Operations Manager:

• Project manage and execute the post-sale delivery process of our Film Forward products to our customers:

  • Participate in client onboarding & kickoff meetings, documenting key discussion points and takeaways

  • Work with the Customer Success lead to procure the necessary inputs and assets for platform customization.

  • Create and deliver client-specific Film Forward platform instances

  • Oversee master client calendar, communicate key deadlines to the Seed&Spark team and facilitate a seamless delivery process between various internal departments. 

  • Ensure customer payment received ahead of program launch

  • Pull data and create client-facing reports for Customer Success to add insights to

  • Assist with facilitation scheduling

  • Be the facilitation tech back-up for virtual facilitations

• Support participant engagement by delivering internal Film Forward emails campaigns for each client

• Provide tier 1 technical customer service support to clients and their participants

• Facilitate tier 2 technical customer service support to clients and their participants

• Assist in offboarding clients when needed

• Continuously improve Film Forward internal operational processes to increase efficiency and scalability while reducing risks.

• Be the project management lead for Film Forward-related special initiatives

• Write quarterly individual OKRs and update progress to management on a monthly basis

• Pull data and provide regular reports for department KPIs

• Ensure proper documentation of process flow, necessary deliverables, SLAs and timelines for coverage and training purposes.

• Proactively communicate roadblocks

• Assist with hiring and onboarding of new team members, as needed

• Represent Seed&Spark's values in the world, with a deep commitment to diversity and inclusion

• Other duties as needed or requested by the business

Qualifications

Preferred skills and experience:

• 3+ years working successfully in an customer operations-focused role, corporate customers a must

• 1+ year(s) in a customer support role

• A love for working with customers

• Success driving complex projects

• Process design experience a plus

• Strong analytical skills and success in leveraging data to help drive business decisions

• Proven project management success

• Excellent time management and organizational abilities

• Excellent communication skills

• Experience with email campaign management tools a plus

• Passion and knowledge of the DEI landscape

• Experience in edtech a plus

• Growth Mindset

• Quick learner

• A team player and proactive collaborator

• Flexibility and patience in a startup-like environment

Additional Information

Worried that you don’t have all the exact preferred experience listed here but really interested in this role? Don’t let that stop you from applying! We know that great talent can come from unexpected places so, in your cover letter, let us know why you’re a great candidate, why you’re excited for this role and how you would excel.

This position will work remotely within the U.S.

All your information will be kept confidential according to EEO guidelines.