Customer Success Operations Manager

October 01, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

Position Overview

The “Customer Success Operations Manager (SOM)” serves as a critical asset within the Customer Success team, and will act as the central unifying team member who ensures the quality, stability, and continuity of demand generating processes. The SOM will work primarily with the CSM team but will also at times be responsible for coordinating internal communications and coordinating external communications. This is a new role for the Success Team, therefore this is a unique opportunity to actively build the processes which you will own, and opportunity to expand the role outside of initial needs.

This position will be part of the Greer, SC based Customer Success team and will report to and work with the Customer Success Director for Proterra Powered. This position will not have direct reports.

About Our Group

The Success Team is a group of individuals who take extreme ownership of the success of our customers and internal stake holders. We take responsibility for anything which needs taking ownership of, to ensure successful outcomes. We strive to provide the highest-level of support to our customers, along with integrating our business processes and streamlining the onboarding process. Our customers are launching new products, with new technology, in new markets - so our work is demanding and highly variable.

About the Role – You Will:

  • At least 50% of time will be dedicated to ensuring quality of the sales plan and owner of the management operating system and processes that creates this plan.
  • Purchase Order Approval Process
  • Sales Documentation and Order Creation
  • Approval-At-Risk Processes
  • Revenue Reconciliation Processes
  • Sales/Revenue forecasting Processes
  • Unsold Build Capacity Tracking
  • Owner of Week 0 SIOP (Sales Inventory and Operations Planning)
  • Development and approval of the Sales Plan
  • Additional Responsibilities
  • Supporting the CSMs/AR Aging team for resolution of aging invoices.
  • Developing customer experience processes and process improvements
  • Capturing internal change requests that need coordinated with customers.
  • Coordinating customer notifications
  • Development and Management of customer surveys
  • Miscellaneous Projects
  • About You

  • You are a leader and understand what extreme ownership is, and can demonstrate it
  • Very strong organizational skills
  • Very strong data management and analytic ability
  • A strong ability to adapt interpersonal styles and techniques to work effectively across the organization.
  • An ability to thrive without explicit guidance.
  • Customer-focused attitude, with high level of professionalism and discretion.
  • Ability to maintain strict confidentiality, establish trust and credibility.
  • Detail-oriented, resourceful, diligent, and results focused.
  • Sound judgment and problem-solving skills.
  • Your Experience Includes

  • Bachelor's Degree with at least 5 years' experience.
  • Advanced degrees are valued but not required.
  • Demonstrated Operations Manager, Project Management, Program Management, or team management experience.
  • Demonstrates attention to customer needs and implementation of process improvements.
  • Demonstrates a history of leading data management and process improvement.
  • Previous experience with manufacturing (e.g. buses, trucks, fleet automobiles, heavy equipment), not required, but knowledge of good organizational practices is a must.
  • Location: Greer, SC or Remote

    Travel: 0-10%

    Proterra is an Equal Employment Opportunity Employer, providing equal employment opportunities to all Employees and applicants for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation or any other characteristic protected by applicable federal, state, or local law or ordinance. Proterra participates in the Electronic Employment Verification Program (E-Verify).

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