Aptem

Customer Experience Operations Manager

Aptem

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Salary

💰 £47,000 - £55,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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

Requirements

  • Proven background within a related role, ideally within the SaaS or EdTech sectors, with a strong focus on leveraging data, improving processes and CRM management
  • A naturally curious mind that doesn't take things at face value, with an ability to push back or dig deeper as appropriate; an internal motivation to identify opportunities to improve things combined with a sense of ownership and drive to see those things through
  • Analytical abilities: Excellent analytical skills, with a focus on data-driven decision making. Able to identify patterns in data and translate these into actionable insights
  • Strong negotiation and influencing skills, with the ability to interact and manage stakeholders at all levels
  • CRM System Knowledge: Strong technical knowledge of CRM systems, with demonstrable experience in their administration and/or configuration. Experience with Planhat and/or Zendesk is preferable.
  • Demonstrated ability to design, test, and optimise AI prompts to drive efficiency and accuracy in customer-facing and internal processes.
  • Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment
  • Project Management: An experienced project manager, preferably holding project management certification
  • Customer-centric mindset
  • Excellent written and verbal communication skills; an ability to clearly articulate complex ideas
  • Excellent problem solving skills
  • Highly organised; able to manage own workload and time, prioritise effectively, and work independently