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Cloud Customer Operations Manager

Location:

Lowell - Massachusetts - USA

Function:

Engineering

Ref #:

2019002786
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Description

As the Manager of Cloud Customer Operations, you will be responsible for managing the Cloud Customer Operations team and support the day to day functions (Salesforce data integrity, customer cancellations & credits, readiness programs & customer communication programs). Reporting to the Director of Cloud Customer Operations you will assist in developing a cohesive communication strategy across all cloud solutions and champion process improvement efforts to streamline and automate customer operations tasks.
The ideal candidate will combine strategic vision with a deep understanding of customer lifecycle engagement, contact strategies, data analysis and technology. Successful candidates will have a thorough understanding of business operations, possess a creative and passionate mindset and have experience managing a team.
Primary role responsibilities
• Overall management of the Customer Operations Team: Communications, Business Analysts and Data Analysts
• Manage Business systems administration of Salesforce Service Cloud /Community and liaise with IT Business Partners for enhancements & ongoing development
• Facilitate and champion process improvements across the cloud organization
• Support the team and drive efficiencies for all incoming and outgoing questions/issues from internal teams as well as customers. Provide operational support as needed for your function. Resolves issues or escalations as appropriate including:
• Billing (i.e. billing flags, pricing, etc.)
• Credits
• Cancellations
• Contract terms
• Lifecycle experience
• Support transition
• Customer communications
• Support the execution of the cloud customer communication strategy across all cloud offerings. Inclusive of implementation of new tools, process improvement & efficiencies. Provide recommendations & drive deliverables towards plan
• Oversee the development and lead execution of programs designed to engage and deepen the cloud organizations understanding of the customer experience
• Establish strong partnerships throughout the organization

Qualifications

• 5-7 years’ experience in a Software/SaaS or Technology environment
• Strong people-management experience with demonstrated history of team-building and employee motivation. 3-5 years’ people management experience preferred
• Strong internal communications skills & relationship building; ability to identify and regularly engage internal stakeholders
• Excellent written/verbal communication and presentation skills. Experience generating customer facing communications/content
• Ability to creatively problem solve and bring timely resolution to issues.
• Must have operations experience – improving and creating efficiencies across an organization
• Ability to coordinate efforts between the appropriate functional teams, bringing the appropriate resources to bear on an issue while often influencing without authority
• 2-3 years Salesforce Service Cloud / Community experience is preferred.
• Business Intelligence – leveraging Enterprise Data Warehouse and reporting tools – experience is preferred
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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.