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Manager of CS Operations

| Santa Monica

PatientPop is the fastest growing Healthtech company in the country right in the heart of Silicon Beach - and we are exploding. We’ve scaled incredibly fast the last two years and this year is no different. While we know how to play, we’re serious about pursuing excellence and owning the results of everything we do. We value innovation as much as collaboration and believe in empowering our team to build and drive their own careers. To help fuel and manage this growth, we are looking for someone to lead our customer success operations organization.

As the Manager of Customer Success Operations, you will build and scale internal operations to drive success across the CS organization. You will have direct management responsibility of a Salesforce Administrator/Developer, Training & Documentation team, Customer Performance and a Business Analyst. Through partnership with internal stakeholders of each department you will gather business requirements, oversee technical projects, improve processes, analyze results, and enable training. Job functions are highly cross-functional and dynamic, but may include Onboarding, Professional Services, Customer Success and Customer Support.

Responsibilities:

  • Process Improvement
      • Oversee the end-to-end customer lifecycle.
      • Own PatientPop’s HIPAA-breach process and incident reporting.
      • Continually mature our CS processes
      • Partner with Product Support prioritize CS automation requests
      • Document stakeholders business requirements and recommend solutions for project execution end-to-end
      • Communicate and document upcoming changes and releases
      • Participate in end-user acceptance testing
      • Enforce change management best practices
  • Reporting & Analysis
    • Ensure each team has Early Warning Indicators when critical business metrics are at risk
    • Responsible for accuracy of CS reporting and dashboards
    • Review key metrics to identify meaningful insights and trends
    • Help prepare monthly and quarterly presentations.
    • Provide ad hoc reporting adhering to stakeholder’s request
  • Systems Administration
  • Oversee the system administrators of CS technology (Salesforce, Taskray, and Gainsight) and help implement critical business processes, ensure data integrity, and monitor dashboards.
      • Work with internal and external business users to assist with the implementation and day-to-day support of solutions, technologies, and supporting applications.
      • Work with system users to understand their needs.
  • Training & Enablement
    • Oversee training manager to make sure all systems and process changes are properly documented.
    • Evolve self-service programs, such as Knowledge Base, Customer Help Center, Live Chat, and in-app messaging
    • Work with training manager to measure the effectiveness and quality of new hire training, quality call programs, and ongoing CS Trainings.
    • Build a CS Leadership curriculum for the development of CS talent

Requirements:

  • Bachelor’s degree
  • Experience in healthcare, management, consulting, strategy, business operations and customer success in a SaaS company, or similar background
  • Strong leadership and mentoring skills
  • Analytical savvy, structured and resourceful
  • Demonstrated ability to meet deadlines and drive results
  • Strong attention to detail; stellar project management and multitasking capabilities
  • Excellent communication skills and ability to lead effective meetings with multiple stakeholders
  • Enjoy a fast paced, high-impact, entrepreneurial environment

Desired Systems experience includes:

  • CRM (Salesforce, including Service Cloud)
  • Customer success analytics (Gainsight)
  • In-app messaging (Pendo)
  • Project Management (TaskRay)
  • Marketing automation (Pardot)
  • Training and certifications (TalentLMS)
  • Advocacy (e.g. something built in-house or something like Influitive)
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • VueLibraries
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • MoqupsDesign
    • Google DrawingsDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM

Location

A block from Ocean Ave., the beach, tons of restaurants and Third Street Promenade: eat, sunbathe, shop -- or do all three -- on your break.

An Insider's view of PatientPop

What’s the vibe like in the office?

There's a lot of chemistry. All of us are, honestly, really good friends. I know that sounds cheesy and everybody probably says that, but we do a lot of fun stuff together outside of work. Those relationships make communication and collaboration that much stronger during work.

Kirsten

Manager of Customer Success

What kinds of technical challenges do you and your team face?

We are currently working on ways to streamline our internal workflows. I love creating and improving our automation tools so that our implementation managers can focus more on their providers and less on the backend.

David

Web Administrator

How does the company support your career growth?

PatientPop allows the flexibility for us (graphic designers) to push our platform's limits and learn how to create within boundaries, which is vital to the success of any artist.

Patric

Sr. Website Designer

What unique initiatives do you have that encourage innovation?

At PatientPop, we’re big believers in transparency. It’s important to Travis and myself that we arm our employees with all of the information they need to make decisions. We empower them to make those decisions autonomously.

Luke

Co-Founder and Co-CEO

What unique initiatives do you have that encourage innovation?

On the engineering team, everyone from interns all the way to a Sr. Engineers are given a lot of autonomy and responsibility. So you’ll notice as early as your first day, you're already working on the product and with the team to get something delivered. That's really unique.

Aashin

Director of Engineering

What are PatientPop Perks + Benefits

PatientPop Benefits Overview

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contribute to our business success.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

As a company we share common values of honesty and accountability. We’re mentors and team players who believe that happy employees support one another at all levels of the business. Leadership sets the tone for an organization, and we focus on fostering a positive, collaborative environment.

Our people are at the core of our strategy, so it’s our mission to attract and retain the very best talent in the industry. We implement world class training for our teammates and next generation of leaders, and create a transparent performance management system that rewards exceptional performance.

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contributes to our business success.

Here’s a quick look at a few of our many perks:

Paid time off:
Three weeks of paid vacation
Paid Volunteer Time off
Employee Anniversary Awards such as PatientPop swag, birthdays off, a vacation stipend and additional PTO at anniversary milestones.

Professional Development:
PatientPopTalks - Speaker series that brings new conversations and discussion topics regarding technology, design, healthcare, business trends, etc.
PatientPop University
Employee and manager mentor program

Employee Wellness:
100% Fully paid health care, dental and vision plans for employees
Weekly wellness events including in office massages, meditation, yoga, pilates and more
Sponsored team sports like volleyball, softball, basketball and a running club

Office Perks:
Dog-friendly workplace; you can bring your best friend to the office (every day is a great day with our furry friends running around)
Weekly catered lunches
Kombucha and cold brew coffee on tap
Delicious snacks stocked daily, including local, organic produce
Flats of La Croix in every flavor

Team Building:
Team events including trivia night, board game night, baseball games, beach days
Community volunteer events including paid volunteer time off days
Ping pong tournaments (our CEOs play, too)
Regular themed company happy hours
Monthly birthday celebrations

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