Program Manager, Customer Success Analytics & Insights

SUMMARY

We are seeking a proven leader with a highly analytical and detail-oriented background to join our dynamic team as our customer success operations program director. In this role, you will be a hands-on leader enhancing the efficiency and effectiveness of our customer success operations by leveraging data analytics, process optimization, and technology solutions. You will work closely with cross-functional teams to drive continuous improvement initiatives and ensure our customers receive exceptional service and value.

PRIMARY RESPONSIBILITIES

People

• Recruit, train and mentor team members
• Develop and implement policies and procedures
• Monitor and evaluate operational performance and recommend improvements

Data Analysis and Reporting

• Develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics related to customer success
• Provide regular reports and analysis to internal stakeholders, including senior management, to inform decision-making and strategy development

Program & Process Management

• Responsible for leading complex process improvement projects through advanced statistical skills and quality management.
• Guide cross-functional teams to achieve significant enhancements through tools and processes driving optimization and effectiveness.
• Key resource in leading process designs aligned to Customer Success methodologies achieving customer centric results

Technology Enablement

• Identify opportunities to leverage technology solutions, including CRM systems and customer success platforms, to enhance operational effectiveness
• Work with IT and other relevant teams to implement and optimize technology tools to support customer success operations
• Provide training and support to internal teams on the use of technology tools and systems

QUALIFICATIONS (Required)

• 8+ years in a Customer Success Operations or Customer Success related experience
• 8+ years of professional experience in an advanced analytics or operations analytics role

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Excellent communication and interpersonal skills
• Strong analytical skills with proficiency in data analysis and reporting tools (Power BI preferred)
• Experience with CRM systems (Salesforce preferred) and customer success platforms (Totango preferred)
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels
• Detail-oriented with a strong focus on accuracy and quality
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Passion for customer success and a commitment to delivering exceptional service

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

SALARY AND BENEFITS

• RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.