Aptem

Customer Support

• As a Customer Experience (CX) Operations Manager, you’ll play a key role in ensuring the smooth and effective operation of Aptem’s post-sales teams. Reporting to the VP Customer Experience, you’ll work closely with department heads across Implementation, Customer Success, and Support, as well as cross-functionally in the business, to drive continual improvement in the performance of the customer-facing teams at Aptem.
• The CX Operations Manager plays a vital role in the success of Aptem’s customers and the efficiency of the teams that ensure their success.
• Drive Product Adoption: Analyse the causes of poor product adoption, and work cross-functionally to drive initiatives to improve adoption amongst Aptem’s customers
• Management of CX Technology and Toolset: Administer and configure the tools used across CX functions to support the teams’ performance; Identify and drive opportunities for automation within the teams’ operational workflows; Understand and assess the capabilities of our tools, and identify opportunities to maximise their usage; Create and refine AI prompts to streamline CX team workflows; Remain informed about advancement in the technology landscape for Customer Success, Implementation, and Support to explore alternative solutions that can improve performance and/or reduce cost for the business; Train staff on the use of the CX technology stack
• Project Management: Act as project manager for key strategic initiatives, ensuring their successful delivery
• Forecasting: Improving the quality and accuracy of our forecasting, including customer churn, renewal, upsell, and growth
• Analysis and Reporting: Develop and maintain CX team metrics, dashboards, and reports to track key performance indicators and results; Monitor customer engagement, feedback, and product engagement data to guide improvements, making informed decisions that enhance CX teams’ operations
• Process Improvement: Continuously evaluate and recommend improvements to processes to ensure they align with business and department objectives, supporting high performance of the customer-facing teams; Work closely with department heads to design, document, implement and manage scalable processes and workflows to improve teams’ efficiency and effectiveness
• Documentation: Act as controller for the CX teams’ Sharepoint and Confluence spaces, ensuring that content remains accurate and discoverable

Customer Experience Operations Manager