CS Operations Manager

Position - Customer Success Operations Manager (CS Ops)

WAVE BL is looking for a motivated and experienced Customer Success Operations Manager (CS Ops).

As a CS Ops manager, you will be a part of our Business Operations team and play a pivotal role within the Customer Success division. You'll work closely with customer success managers, support specialists and other professionals, taking on cross-functional tasks and spearheading complex projects related to our business applications and workflows. This role presents an exciting opportunity for individuals who are passionate about problem-solving, enjoy collaborative work, and approach challenges with a positive, can-do attitude, seeking hands-on experience in a dynamic and fast-paced tech environment.

What You’ll Do:

1. Develop, optimize, and manage processes, projects, and tools within the department, ensuring efficient workflows and procedures while monitoring and tracking relevant data.
2. Facilitate collaborative sessions with Customer Success Managers (CSMs) and support members to gather business requirements, identify bottlenecks, and implement concrete processes to address them, while capturing key action items for resolution.
3. Act as a liaison among cross-functional teams to ensure seamless communication and information flow.
4. Analyze data in collaboration with BI tools to enhance reports, identify trends, and uncover opportunities, providing research-driven recommendations to support decision-making processes.
5. Drive adoption of new features on Business Application solutions throughout the division and conduct user training sessions on best practices.
6. Handle day-to-day operational tasks related to customer interactions.
7. Reviewing customer technical issues and working with other CS members to solve them.

Requirements and Skills:

• At least 2 tenures and 4-5 years of solid experience in a similar role in SaaS organizations.
• Proficiency in process-driven methodologies, coupled with robust project management and organizational skills.
• Excellent command of written and verbal communication in both English and Hebrew.
• Ability to adeptly adapt to changing priorities and excel under tight deadlines.
• Proactive and positive attitude, demonstrating a readiness to undertake diverse tasks, and positions himself as the ‘Go-to guy’ who gets things done.
• Self-starter – resourceful and creative in learning new domains but also a team player. Fast learner with a range of technical systems.
• Strong analytical skills for data interpretation and drawing meaningful conclusions.
• Detail-oriented approach to ensure accurate documentation, precise communication, and thorough project tracking, facilitating seamless product operations.
• Effective relationship-building and communication abilities to collaborate effectively with various divisions within the organization.
• Proven knowledge and experience in the Supply Chain / Shipping / International maritime trade finance industry – Advantage.
• Strong Familiarity with Salesforce – Advantage
• Experience with monday.com – Advantage.