Manager Customer Success (Remote)

This position is responsible for leading a highly skilled team to enhance CRM initiatives, overseeing ongoing activities, setting strategic priorities, and driving process improvements. Additionally, they focus on financial analysis, collaborate cross-functionally, and provide individual skill development, ensuring effective communication and successful project management.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

Develop and train a highly skilled team to help support all CRM initiatives being direct towards existing customers

Work closely with the team to oversee ongoing activities

Set strategy and priority with the team, to development and maintain processes,

dashboards, reports, and documentation

Host daily calls and responsible for all senior leadership communication

Work closely with internal customers to enhance the overall CRM experience

Create PowerPoint decks to present the data visualization to Senior leadership team

Continuously evaluate existing processes and bring in improvements where necessary

Identify opportunities to introduce automation and reduce manual intervention

Handle multiple projects of varying complexity and helps transform data into tangible business value by analyzing information, automation, creating reports, derive insights and communicating outcomes to leadership.

Projects span a large range of business initiatives but primarily focus on process improvements and involve bridging the gap between Sales and Services Operations and other internal / external organizations such as the Customer Success, Support, Renewals, Inside sales, IT, etc.

Works with cross-functional teams to understand their day-to-day operations, identify the manual tasks and reduce/eliminate them through automation.

Coordinate with the cross-functional teams in maintaining data structures and other infrastructure to ensure business continuity

Helps the team to Identify gaps in processes and bridge them using tools and

automation.

Responsible for tracking issues and developing a schedule to ensure timely

completion of projects.

Collaborates with global teams to streamline processes and procedures.

May be required to lead presentations to senior management/leadership levels.

Ability to talk to all levels of the organization.

Strong technology, analytical and communication skills.

Adept at creating –

• In depth insights of data – create stories around trends and link them to business outcomes
• Detailed business analysis, outlining problems, opportunities, and solutions for a business
• Budgeting and forecasting
• Planning and monitoring
• Financial modelling
• Variance Analysis
• Pricing and reporting

Helps the team

• To define business requirements and reports them back to stakeholders
• To create financial and operational modelling
• To develop new models that underpin sound business decisions
• To streamline and improve internal and external reporting
• In understanding of regulatory and reporting requirements

Experienced in forecasting, budgeting and financial analysis combined with understanding of key performance indicators.

Provides individual attention to team members in enhancing their skill levels

SUPERVISORY RESPONSIBILITIES:

Responsible for tracking issues and developing schedules to ensure timely completion of projects.

To lead presentations to senior management/ Executive leadership levels.

KNOWLEDGE, SKILLS, AND ABILITIES:

Excellent oral and written communications skills, as well as excellent presentation skills (MS PowerPoint); ability to lead meetings internally and externally and executive briefings and influence decisions.

Must have excellent listening skills to gather customer/user inputs, simplifying complex topics for non-technical audiences and preparing quick pointed summaries for senior management and stakeholders.

Proficient in Microsoft Office suite (Excel, PowerPoint, Visio).

Exposure to python

Ability to understand complex business problems and deliver solutions focused on technological improvements and increasing process efficiency.

Pays attention to detail; instils quality in all deliverables. Ability to handle multiple tasks simultaneously, manage conflicting priorities and to complete assignments under aggressive time constraints independently.

Previous project or program experience covering initiation, planning, execution, controlling, closing, as well as maintenance required.

EDUCATION AND TRAINING:

Bachelor’s degree in business administration, Information Management, or similar field or equivalent experience.

Minimum 3+ years of experience in developing and designing Analytical solutions.

Minimum 3+ years of experience in Managing/Leading Analytical teams

Great analytical skills and excellent hands-on experience in building reports and dashboards using PowerBI, Salesforce and GainSight.

Other Qualifications

The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity – Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency – Adopt an agile mentality – frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.
• Work with Purpose – Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision – Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome – Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.