Global Senior Manager, Customer Operations

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers connect and simplify their operations, keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.
Cin7 is expanding very quickly with a mission to empower product sellers to thrive by making selling as easy as buying. We are committed to this mission to become the leading Inventory Management Software brand in the world.
Serving over 8,000 customers globally, processing more than 125 million orders per year, and supporting over $35B of Gross Merchandise Value, Cin7 has been rated best overall in inventory management software in 2024 by Forbes Advisor.
How you'll make an impact:
As the Global Senior Manager of Customer Operations, you will report to the Global VP, of Business Operations and be responsible for the tools, processes, and metrics for Cin7’s Post Sale Teams, including Customer Success and Customer Support. You will lead initiatives to improve the effectiveness and efficiency of our Success and Support teams and the overall customer experience, and you'll own the technology stack for the department and collaborate cross-functionally (e.g. Sales, Onboarding) to ensure a seamless flow of information. You will also provide governance for our data and KPIs and inform departmental and business strategy. This is an ideal role for a strategic and analytical individual seeking to make an impact who enjoys being hands-on but can also effectively lead and coordinate the work of others. 
The ideal candidate in this role is someone who can set the strategic vision for our customer operations function and is comfortable rolling up their sleeves to get things done.

In this role, you will:

• Own and maintain the Department KPIs and reporting cadences for the Customer Success and Customer support teams, including defining future KPIs as the business evolves.
• Own and Champion Cin7s customer segmentation and health scoring strategies to define engagement prioritization and GTM Strategies for our customer base.
• Implement and own the critical technology Customer Success and support teams use, including Zendesk, ChurnZero, Gong, Northpass, and several point solutions integrated into the post-sale stack.
• Maintain high data accuracy, consistency, and traceability throughout the customer journey by documenting and educating the teams where necessary on metadata and data definitions.
• Collaborate with Revenue Operations, Data Analytics Team, and Business Stakeholders to create a prescriptive roadmap for future processes, tech, and reporting needs aligned with company goals.
• Support preparation of monthly Business Reviews; provide analysis of results; recommend improvement initiatives
• Partner with Enablement functions to ensure accuracy in collateral, process documentation, and training efficacy
• Champion Adoption of tool utilization and process changes throughout the business.
• Support periodic projects for company-wide strategic initiatives (e.g., Board Meeting deep dive)
• Assist in selecting new tools and provide strategic guidance to functional teams as they implement new capabilities and processes.
• Be responsible for a team of Customer Operations Managers who will oversee the day-to-day administration of the Customer Operations team.

You will bring with you:

• Minimum 10 years of relevant experience: Operations, Support and/or Success functional experience in a SaaS environment
• Strong business acumen, analytical and problem-solving skills; a process orientation and an innovative mindset
• Outstanding organizational skills; ability to prioritize effectively and collaborate cross-functionally
• Great communication skills and ability to develop and foster relationships
• 3-5 years of Salesforce.com, Zendesk, or ChurnZero administration experience; SFDC certification is a bonus, but not required.  This means a expert-level foundation and understanding of end-user experience, data architecture, automation implementation and design, and more.
• Minimum 1 Year Expierence working with Zendesk and ChurnZero
• A passion for numbers and data. You should be comfortable with manipulating data in Excel/Google Sheets, using BI tools (DOMO/PowerBI preferred), and developing dashboards for cross-functional stakeholders. SQL knowledge is nice to have but not required.
• Ability to communicate clearly and concisely with cross-functional stakeholders across various levels of expertise and seniority levels, leveraging the right