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Operations Analyst -- San francicsco, CA
Salary undisclosed
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Operations Analyst
San Francisco, CA
10+ Months Contract
Our Customer Success team is seeking an experienced Operations Manager to own and drive the implementation of a Customer Success Platform into Dropbox s ecosystem. You will be well-versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. This role executes implementation documentation and platform configuration to include but not limited to: implementing business and technical requirements, collaborating with cross functional stakeholders to ensure tool is implemented successfully, and tracking success metrics to ensure return on investment (ROI). You will use your Operations Management background to work closely with key constituents across the business to develop a deep level of understanding of our operations, and utilize that knowledge to lead implementation that help us achieve our strategy, goals and objectives. You will report to the Head of Customer Success and collaborate with the lead Program Manager. The team is highly collaborative in fully virtual environment, not only working closely with each other, but with our cross-functional partners to achieve our initiatives. You will be working with various roles across Dropbox from individual contributors to senior leadership.
Responsibilities
- Lead the implementation of a Customer Success Platform into Dropbox ecosystem with a focus on delivering operational documentation
- SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
- Develop test plans supporting testing CS tool in Dropbox environment
- Manage the ongoing maintenance, process improvements, and tool enablement
- Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
- Proactively manage changes in project scope, identify potential risks and devise contingency plans
Requirements
- Experience working with Salesforce, or other CRM platforms
- Experience working with Customer Success Tools
- 3+ years operations or project management experience working with Agile and Predictive methodologies, ideally in customer success environment, preferably in fast-paced, high-growth organizations
- Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
- Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
- Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritisation process
- Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships
- Excellent listening and persuasion skills along with written and verbal communication
- Ideal candidate must have a passion for creating great customer experiences
- PMI-ACP, PMP certification or equivalent, with BS or MS in aligned field of study are a plus
- Experience working in a Customer Success or JIRA environment preferred
Responsibilities
- Lead the implementation of a Customer Success Platform into Dropbox ecosystem with a focus on delivering operational documentation
- SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
- Develop test plans supporting testing CS tool in Dropbox environment
- Manage the ongoing maintenance, process improvements, and tool enablement
- Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
- Proactively manage changes in project scope, identify potential risks and devise contingency plans
Requirements
- Experience working with Salesforce, or other CRM platforms
- Experience working with Customer Success Tools
- 3+ years operations or project management experience working with Agile and Predictive methodologies, ideally in customer success environment, preferably in fast-paced, high-growth organizations
- Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
- Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
- Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritisation process
- Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships
- Excellent listening and persuasion skills along with written and verbal communication
- Ideal candidate must have a passion for creating great customer experiences
- PMI-ACP, PMP certification or equivalent, with BS or MS in aligned field of study are a plus
- Experience working in a Customer Success or JIRA environment preferred
Preferred Qualifications
- We are looking for an operations/implementation manager who is not afraid to be pulled out of their comfort zone as Dropbox/CX projects can t be managed with 1 size fits all approach
- The implementation team is currently made up of 1 CX CW Program Manager, several technical solution specialists, customer success managers, and 1 technical architect, and is apart of the wider CXS team
- The project has been scoped and the customer success tool has been onboarded. We need help with implementing the tool and having a successul launch, since we have less resources from Sales Operations who can devote themself to this role.
- In many projects, we also work with number of x-functional stakeholders so the key is to build a strong relationship from the very beginning and be comfortable to do so in a virtual environment.
- We also need someone who is a good proactive communicator but who will not overwhelm their stakeholders with too many details. Someone who can find the right balance between a-sync and in-sync collaboration.
- And lastly, we are looking for someone who can work autonomously though we are very close as a team and support each-other as much as possible, sharing the best practice, lessons learned etc.
Top Three Traits
| If you think of success, what are the top three traits to be successful? [Examples: Self Starter and ability to navigate ambiguity, proven history of owning and delivering a project end-to-end, has strong Executive presence] |
- Ability to work autonomously and ensure tool is implemented to the best of your ability
- Comfortable to navigate complexity and ambiguity while helping the project stakeholders to drive decisions and help throughout implementation process
- Ability to build strong relationships with project team as well as other stakeholders in a fully virtual environment
- Proactive and concise communication, ability to find the right balance for the Virtual First environment (combination of various tools to foster effective x-team collaboration)
Nice to Haves
| Wish list of desirable traits/experiences/skills that would exceed expectations |
- Previously worked in implementing Customer Success Tools, including but not limited to Gainsight, Planhat, Churnzero, etc.
- PMI-ACP, PMP certification or equivalent
- Working experience with JIRA
- Previous experience working/managing projects in Customer Success environment/organization
- Experience working for a SaaS-based organization
- The implementation team is currently made up of 1 CX CW Program Manager, several technical solution specialists, customer success managers, and 1 technical architect, and is apart of the wider CXS team
- The project has been scoped and the customer success tool has been onboarded. We need help with implementing the tool and having a successul launch, since we have less resources from Sales Operations who can devote themself to this role.
- In many projects, we also work with number of x-functional stakeholders so the key is to build a strong relationship from the very beginning and be comfortable to do so in a virtual environment.
- We also need someone who is a good proactive communicator but who will not overwhelm their stakeholders with too many details. Someone who can find the right balance between a-sync and in-sync collaboration.
- And lastly, we are looking for someone who can work autonomously though we are very close as a team and support each-other as much as possible, sharing the best practice, lessons learned etc.
Top Three Traits
| If you think of success, what are the top three traits to be successful? [Examples: Self Starter and ability to navigate ambiguity, proven history of owning and delivering a project end-to-end, has strong Executive presence] |
- Ability to work autonomously and ensure tool is implemented to the best of your ability
- Comfortable to navigate complexity and ambiguity while helping the project stakeholders to drive decisions and help throughout implementation process
- Ability to build strong relationships with project team as well as other stakeholders in a fully virtual environment
- Proactive and concise communication, ability to find the right balance for the Virtual First environment (combination of various tools to foster effective x-team collaboration)
Nice to Haves
| Wish list of desirable traits/experiences/skills that would exceed expectations |
- Previously worked in implementing Customer Success Tools, including but not limited to Gainsight, Planhat, Churnzero, etc.
- PMI-ACP, PMP certification or equivalent
- Working experience with JIRA
- Previous experience working/managing projects in Customer Success environment/organization
- Experience working for a SaaS-based organization
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Operations Analyst
San Francisco, CA
10+ Months Contract
Our Customer Success team is seeking an experienced Operations Manager to own and drive the implementation of a Customer Success Platform into Dropbox s ecosystem. You will be well-versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. This role executes implementation documentation and platform configuration to include but not limited to: implementing business and technical requirements, collaborating with cross functional stakeholders to ensure tool is implemented successfully, and tracking success metrics to ensure return on investment (ROI). You will use your Operations Management background to work closely with key constituents across the business to develop a deep level of understanding of our operations, and utilize that knowledge to lead implementation that help us achieve our strategy, goals and objectives. You will report to the Head of Customer Success and collaborate with the lead Program Manager. The team is highly collaborative in fully virtual environment, not only working closely with each other, but with our cross-functional partners to achieve our initiatives. You will be working with various roles across Dropbox from individual contributors to senior leadership.
Responsibilities
- Lead the implementation of a Customer Success Platform into Dropbox ecosystem with a focus on delivering operational documentation
- SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
- Develop test plans supporting testing CS tool in Dropbox environment
- Manage the ongoing maintenance, process improvements, and tool enablement
- Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
- Proactively manage changes in project scope, identify potential risks and devise contingency plans
Requirements
- Experience working with Salesforce, or other CRM platforms
- Experience working with Customer Success Tools
- 3+ years operations or project management experience working with Agile and Predictive methodologies, ideally in customer success environment, preferably in fast-paced, high-growth organizations
- Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
- Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
- Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritisation process
- Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships
- Excellent listening and persuasion skills along with written and verbal communication
- Ideal candidate must have a passion for creating great customer experiences
- PMI-ACP, PMP certification or equivalent, with BS or MS in aligned field of study are a plus
- Experience working in a Customer Success or JIRA environment preferred
Responsibilities
- Lead the implementation of a Customer Success Platform into Dropbox ecosystem with a focus on delivering operational documentation
- SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
- Develop test plans supporting testing CS tool in Dropbox environment
- Manage the ongoing maintenance, process improvements, and tool enablement
- Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
- Proactively manage changes in project scope, identify potential risks and devise contingency plans
Requirements
- Experience working with Salesforce, or other CRM platforms
- Experience working with Customer Success Tools
- 3+ years operations or project management experience working with Agile and Predictive methodologies, ideally in customer success environment, preferably in fast-paced, high-growth organizations
- Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
- Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
- Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritisation process
- Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships
- Excellent listening and persuasion skills along with written and verbal communication
- Ideal candidate must have a passion for creating great customer experiences
- PMI-ACP, PMP certification or equivalent, with BS or MS in aligned field of study are a plus
- Experience working in a Customer Success or JIRA environment preferred
Preferred Qualifications
- We are looking for an operations/implementation manager who is not afraid to be pulled out of their comfort zone as Dropbox/CX projects can t be managed with 1 size fits all approach
- The implementation team is currently made up of 1 CX CW Program Manager, several technical solution specialists, customer success managers, and 1 technical architect, and is apart of the wider CXS team
- The project has been scoped and the customer success tool has been onboarded. We need help with implementing the tool and having a successul launch, since we have less resources from Sales Operations who can devote themself to this role.
- In many projects, we also work with number of x-functional stakeholders so the key is to build a strong relationship from the very beginning and be comfortable to do so in a virtual environment.
- We also need someone who is a good proactive communicator but who will not overwhelm their stakeholders with too many details. Someone who can find the right balance between a-sync and in-sync collaboration.
- And lastly, we are looking for someone who can work autonomously though we are very close as a team and support each-other as much as possible, sharing the best practice, lessons learned etc.
Top Three Traits
| If you think of success, what are the top three traits to be successful? [Examples: Self Starter and ability to navigate ambiguity, proven history of owning and delivering a project end-to-end, has strong Executive presence] |
- Ability to work autonomously and ensure tool is implemented to the best of your ability
- Comfortable to navigate complexity and ambiguity while helping the project stakeholders to drive decisions and help throughout implementation process
- Ability to build strong relationships with project team as well as other stakeholders in a fully virtual environment
- Proactive and concise communication, ability to find the right balance for the Virtual First environment (combination of various tools to foster effective x-team collaboration)
Nice to Haves
| Wish list of desirable traits/experiences/skills that would exceed expectations |
- Previously worked in implementing Customer Success Tools, including but not limited to Gainsight, Planhat, Churnzero, etc.
- PMI-ACP, PMP certification or equivalent
- Working experience with JIRA
- Previous experience working/managing projects in Customer Success environment/organization
- Experience working for a SaaS-based organization
- The implementation team is currently made up of 1 CX CW Program Manager, several technical solution specialists, customer success managers, and 1 technical architect, and is apart of the wider CXS team
- The project has been scoped and the customer success tool has been onboarded. We need help with implementing the tool and having a successul launch, since we have less resources from Sales Operations who can devote themself to this role.
- In many projects, we also work with number of x-functional stakeholders so the key is to build a strong relationship from the very beginning and be comfortable to do so in a virtual environment.
- We also need someone who is a good proactive communicator but who will not overwhelm their stakeholders with too many details. Someone who can find the right balance between a-sync and in-sync collaboration.
- And lastly, we are looking for someone who can work autonomously though we are very close as a team and support each-other as much as possible, sharing the best practice, lessons learned etc.
Top Three Traits
| If you think of success, what are the top three traits to be successful? [Examples: Self Starter and ability to navigate ambiguity, proven history of owning and delivering a project end-to-end, has strong Executive presence] |
- Ability to work autonomously and ensure tool is implemented to the best of your ability
- Comfortable to navigate complexity and ambiguity while helping the project stakeholders to drive decisions and help throughout implementation process
- Ability to build strong relationships with project team as well as other stakeholders in a fully virtual environment
- Proactive and concise communication, ability to find the right balance for the Virtual First environment (combination of various tools to foster effective x-team collaboration)
Nice to Haves
| Wish list of desirable traits/experiences/skills that would exceed expectations |
- Previously worked in implementing Customer Success Tools, including but not limited to Gainsight, Planhat, Churnzero, etc.
- PMI-ACP, PMP certification or equivalent
- Working experience with JIRA
- Previous experience working/managing projects in Customer Success environment/organization
- Experience working for a SaaS-based organization
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job