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Cx Operations Manager Jobs

Company

Seqera Labs
Address , Boston
Employment type FULL_TIME
Salary
Expires 2023-10-12
Posted at 8 months ago
Job Description
  • Please Note that LinkedIn requires us to list a specific location. This is a full-time position. #LI-Remote: US or Canada (ET Time).

About the role

Seqera is seeking an experienced Customer Experience Operations Manager to join our team. Reporting directly to the Chief Customer Officer, you will have a critical role in defining and building processes, and selecting and implementing our CX systems. This opportunity allows you to be part of a newly formed team and actively shape the Ops function from the ground up.

In this role, you will collaborate closely with our Scientific Development, Support, and Customer Success teams. Your focus will be on driving the effectiveness and efficiency of our customer-related processes, systems, and tools as we grow and scale the CX organization. This is a strategic and hands-on position that involves working across the organization to define and enhance operational processes, including pre-sales scoping, implementation, support, post-live customer success, and renewal.

In this highly visible role you will collaborate with teams across Seqera, including Sales, Product, Engineering, and Finance. You will contribute to our strategic planning efforts and ensure alignment to exceed our company and departmental goals. Together, we will implement cross-functional processes and initiatives as we scale the company and the business.

What you will work on

You will drive the build-out of our CX operational processes, identify opportunities to make our teams more effective, and implement new processes as we scale. You will help create our CX systems roadmap, own implementation and improvement of our tools, and oversee the internal change management required to roll them out with the team. You will work closely with CX Leadership to define key KPIs, and implement the reporting and analytics we need to effectively run the business.

Key Responsibilities will include:

  • Ensure the availability of managerial reporting, project status reporting, customer health and issue trends, and team workload tracking to effectively manage the business.
  • Lead the definition and implementation of internal and customer-facing processes that prioritize high levels of customer satisfaction.
  • Partner with leadership to identify and implement relevant metrics and KPIs for tracking CX department and team performance. Create dashboards and reports to provide key insights into overall practice health, customer health, renewals, and operational metrics.
  • Drive ongoing operations through a hands-on approach, identifying improvement opportunities, and implementing scalable processes.
  • Develop a comprehensive roadmap for the necessary systems and tools to support the CX teams, such as professional services automation, help desk, customer health tracking, and management reporting. Take ownership of these systems and collaborate with IT on implementation and rollout.
  • Collaborate with CX and Sales leadership to establish seamless pre-sales processes, encompassing needs analysis, pricing, SOWs, and project expectations, ensuring a smooth transition from sales to CX.

We are looking for someone with

  • Proven track record in defining and implementing scalable processes, including hands-on experience when processes are not yet established.
  • Ability to thrive in a startup environment with a high tolerance for ambiguity and the ability to “roll up your sleeves” and build processes and tools from scratch.
  • Skilled in cross-functional process definition, rollout, and internal change management.
  • 5+ years of experience in a CX Operations function within an Enterprise Software company. You must have a deep understanding of Professional Services, Customer Success & Support operations in Enterprise Software to be successful in this role.
  • Demonstrated experience selecting, implementing, and supporting tools for Professional Services, Support, and Customer Success.

Why join us?

By learning from and with each other, we ensure our ability to drive innovation and make better decisions toward our mission. Most importantly, our culture provides a genuinely fun, inclusive, and challenging environment that will allow you to grow while making a huge difference in human health and beyond.

What will you find working at Seqera Labs?

  • Excitement of a fast-growing startup in a constantly changing environment.
  • Flexible working hours, and remote-friendly culture.
  • Continuous skills development, including budget for training.
  • A culture where your opinion is valued and your decisions have a real impact on the industry.
  • Team retreats and bonding activities.
  • International working environment with more than 25 nationalities.
  • Passionate & talented team.

Great benefits:

  • Subscription to Oliva, Mental Health App
  • Private life insurance with Lincoln
  • Private health insurance with United Healthcare, dental with Delta, and vision coverage from Vision Service Plan.
  • Time off: 20 days for vacations per year, 3 days given by Seqera in December of 2023, and the national/public holidays according to your location.
  • Equity
  • Learning and development budget per year (1,000 USD)
  • Home office equipment (valued over 1,000 USD)
  • Investment app with Vestwell (401K)

About Seqera

At Seqera Labs we develop software that simplifies complex data analysis pipelines. These pipelines are used for the analysis of data like DNA sequences and fMRI in applications spanning research, agritech and the clinic. Our software enables scientists to create and securely deploy their data applications in the cloud or on traditional high-performance computing infrastructure.

We are the creators and leading provider of open-source workflow orchestration software: Nextflow. We connect data pipelines, cloud infrastructure and enable collaboration across life sciences, healthcare, imaging and machine learning. Nextflow is used by thousands of organizations of all sizes—from startups to large enterprises— to manage their data analysis and get results fast.

From personalized immunogenic vaccines to sequencing-based diagnostics, Seqera's customers are performing the most critical work on this planet. We believe in a future where scientific applications and massive datasets join forces to deliver incredible outcomes.

You should know

Seqera Labs is proud to be an equal-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them. Come join us and help us build a global company that everyone is proud to be part of.

As we scale, we constantly improve our in-office and WFH environments and learn to help everyone have the best setup for our company's success and your personal development, while always keeping the human touch in every aspect of our lives.