Wix's Customer Success & Account Management department. We're responsible for offering personalized recommendations for Wix customers to make their business more successful. We're on a mission to continue establishing Wix as the ultimate solution for scaling online businesses and strengthening our position as the leader in the industry.
Within the department is the Customer Success & Account Management Operations team. The CS & AM Ops team is the backbone of our greater department. We're responsible for building strategy, scalable systems, and reporting that help our Account Management and Customer Success teams best serve Wix customers. We're looking for an innovative manager to lead the CS & AM Ops team and create a solid foundation to help our customers' businesses thrive.
A team manager with 5+ years of experience leading operational teams. You've built support solutions, reporting systems, created KPIs, driven outcomes across multiple departments in the CS and AM realm. You're great at dealing with ambiguity and have iterated strategy as the business needs changed. You can manage entrepreneurial teams who roll up their sleeves and delve into whatever need presents itself.
You have proven experience with owning KPIs, project management and scaling hypergrowth customer success and account management organizations. You have great knowledge of CS approach in Salesforce, Gainsight, Tableau, and other supporting SaaS systems and tools. You also have top-notch communication and presentation skills, including experience communicating insights through data with senior-level executives, and be able to build impeccable Google slide decks.
At Wix, you will oversee a multidisciplinary team, including project managers, communication strategists, and operations experts. Your team will help create a centralized framework for the Wix Account Management and Customer Success teams, helping them drive Wix platform engagement user growth. Your team is responsible for creating internal efficiency and scalability, and effectively communicating directives across the organization and delivering results.
As the Manager of Customer Success and Account Management Operations, you will:
- Lead a team of operations specialists, providing mentorship, coaching, direction and performance management.
- Be an integral member of our management team, acting as a resource and subject matter expert for all operational needs
- Work closely with our CS and AM Directors to define and improve internal processes
- Develop playbooks that allow the team to more efficiently and consistently deliver customer outcomes
- Identify insights around processes, customer and team performance; conduct data analysis and research to guide the direction of the business
- Proactively identify, plan, launch and implement projects with cross-functional teams, execute on change management, process and technology implementation
- Consolidate best practices and institutional knowledge across the organization
- Oversee and report out on key business metrics
- Establish and oversee team KPIs, reporting out to the team and management on a regular basis
While the U.S. Wix team is WFH during Covid-19, at this time we are seeking Miami-based candidates who are able and willing to work on-site once we return to the office as a hybrid employee begging in June.
We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcomed, and anyone has the right to succeed.