Senior Operations Manager, Customer Success

Who We Are:

Ivanti's platform makes it possible for employees to stay productive, secure and engaged wherever they are. That starts with us. With headquarters in Utah, offices in London and Paris and nearly 3,200 employees in 25 countries around the world, we are the Everywhere Workplace – it's a great time to work for Ivanti!

We anticipate our customers’ needs, we are highly responsive, and we deliver innovative solutions that exceed their expectations. Our mission is to be a global technology leader enabling organizations to thrive in the Everywhere Workplace – automating the tasks that discover, manage, secure and service all of their IT assets.

Our Culture - Inspire, Innovate & Grow:

Our mission is to be a global technology leader, enabling organizations and our people to thrive in the Everywhere Workplace. A core value at Ivanti is maintaining an environment where all perspectives are heard, respected and valued. We foster a culture where we can all grow, learn, add value and thrive – while achieving new levels of performance together. Ivanti is the right size. We are large enough to be stable and strong, but small enough so your work and opinion actually matter. Our continued success begins with you!

Why We Need you!

The mission of the Customer Success Operations team is to enable the Advantage teams at Ivanti with world-class processes and tools that lead to customer success. This role supports the Global Customer Success group within Advantage, which is made of teams of Customer Success and Area Services Managers that operate across all geographies. The CS Operations Manager ensures the group operates effectively on a macro level. This is an individual contributor role that is part of the Global Advantage Operations team and reports to the VP of CS Operations.

What You Will Be Doing:

• Process Ownership: Develop, implement and maintain processes lifecycle, policies, and metrics to support customer outcomes and business growth. Resolve related issues and queries.
• User Enablement and Onboarding: Curate content and playbooks to allow the team to deliver customer outcomes more efficiently and consistently. Design, maintenance, and delivery of learning path for new hires.
• Program Owner: Proactively gather user feedback and maintain prioritized roadmap of process enhancements and system changes to further evolve the maturity of the practice.
• Change Management: Builds detailed business and technical requirements for changes in systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry. In partnership with IT, manages end-to-end change process validating changes, updating related collateral and enabling all users impacted.
• Reporting: Ensures KPIs are defined, and reporting enables the measurement of effectiveness for key processes and programs.  
• Continual improvement: Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth.
• Act as Customer Success operations liaison to support multidepartment initiatives including M&A integration projects.
• Acts as advisor to CS Leader, providing relevant and timely insights to further develop strategy.

To Be Successful in The Role, You Will Have:

• Relevant experience within or supporting global Customer Success teams.
• Experience in program management and/or operations.
• Experience with support and/or professional services a plus.
• Excellent time management, decision making, prioritization and organizational skills.
• Strong analytical ability, problem solving, project management, interpersonal and organizational skills.
• Able to identify challenges, solutions, improve effectiveness of current strategies, practices and systems and manage change.
• Able to design and implement processes and implement new programs.
• Excellent interpersonal skills, ability to communicate effectively strategies and plans with individual contributors, teams and positively influence at management level (both one-to-one and one-to-many).
• Unflappable in delivering presentations, training and demos with executive awareness.
• High level of dependability and integrity; solid team player, but also highly autonomous. Able to self-motivate and prioritize effectively.

QUALIFICATIONS & DESIRABLE BACKGROUND

• Possess a bachelor’s degree in business or computer related field of study and/or 5+ years’ experience in customer success management / suppo