Bizzabo is looking for a data-driven and high-performing Customer Operations Manager who will partner with our go-to-market teams to enable scalable and automated growth for the Customer organization while constantly driving customer centricity, in order to maximize revenue retention and expansion. This person will report directly to our Director of Revenue Operations and work very closely with our Customer leadership team which includes the Chief Customer Officer, VP of Customer Success, and VP of Solutions and Services. You will play a vital role in building and owning our operational playbooks, system infrastructure, and tracking & reporting for Bizzabo’s Customer Success and Services teams.

Bizzabo powers immersive in-person, virtual, and hybrid experiences. The Bizzabo Event Experience OS is a data-rich open platform that allows Event Experience Leaders to manage events, engage audiences, activate communities, and deliver powerful business outcomes — all while keeping attendee data private and secure. As a Leader in The Forrester Wave™: B2B Marketing Events Management Solutions, Q1 2021 Report, we are trusted by world-leading brands to power their events — from Fortune 100 enterprise organizations and financial institutions to creative agencies and scaling tech companies. Bizzabo was founded by Boaz Katz, Alon Alroy, and Eran Ben-Shushan, and has more than 300 employees in its New York, Tel-Aviv, Kyiv, and London offices, as well as 15+ remote locations around the world.

Community Details and Perks:

The Bizzabo Community 

At Bizzabo we believe that culture is more than just happy hour and a ping pong table (though we do love a good ping pong tournament), we believe that culture is everything we do and how we do it. Our values are what help to guide us in our interactions with each other, our customers, and anyone who crosses paths with Bizzabo. Bizzabo fosters an environment of communication and trust. We don’t just offer the opportunity to share ideas, we encourage you to own your ideas and bring them to fruition.

We believe the future of events is all about choice and flexibility, which is why we've adopted a remote-friendly hybrid model for our workforce. We have offices in several major global cities, and we encourage our team to gather in-person without any requirements about how often that happens. Additionally, we have people working from 15+ remote locations around the world.

Perks

• We offer a comprehensive insurance package at no out of pocket cost to the employee, 401k, Pre-tax commuter benefits, and a generous vacation policy.
• We are a dog friendly in-person and virtual office!
• For new employees joining us during this remote work period, we offer a comprehensive virtual onboarding experience with a stipend to get your remote office set up. 
• We have frequent Bizzabonding activities including bi-weekly sponsored lunches, bi-weekly happy hours, virtual cooking classes, yoga classes, fitness classes, and other virtual bonding activities to keep our Bizzaboers engaged and connected. We welcome all new ideas and encourage each Bizzaboer to participate or lead their own virtual event!

#LI-MP1 #LI-remote

What you’ll be doing: 

• Implementing processes that structure/streamline our client-facing teams’ day-to-day and serve to increase their efficiency - the main goal being successful scalability. These include playbooks, recurring customer touchpoints, and cross-functional collaboration.
• Managing systems that help serve the processes above. Customer Ops is not expected to own these systems in full, but rather the specific pieces that contribute to the Customer organization. Current systems include Salesforce, Gainsight, Front, Zendesk, and Spiff.
• In collaboration with Finance and CS Leadership, this role is responsible for measuring and planning the team’s performance, capacity, and targets while making this information and the insights behind it available to stakeholders. 
• Owning, measuring, and providing insights on renewal forecasts, customer health, customer surveys, and product usage; to be done in collaboration with the Data Teams (Product & GTM).
• Work closely with Co-Founder & Chief Customer Officer and assisting with presentations, analysis, and special projects

Who you are: 

• 3-5 years of experience working in an Operations position, ideally within a SaaS/Product company
• You are extremely organized, detail-oriented, data-driven and thrive in a fast-paced environment
• Familiarity and experience with Salesforce, Gainsight, Hubspot, Zendesk, Spiff
• MBA in Business Analytics or related field strongly preferred
• Customer handling experience strongly preferred 
• Ability to manage complex projects, sometimes involving external resources
• Ability to come into our New York office 2-3 times per week when we re-open is preferred