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U.S. Bank talech Manager, Customer Experience & Operations - Telecommute in Tempe, Arizona

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description talech is an innovator in the point of sale (POS) space focused on small and medium businesses (SMB). The Palo Alto-based software company helps SMB owners, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.

The Customer Success function at talech: At talech, the Customer Success organization comprises all post-sale engagement with customers. From onboarding and implementation of software and hardware to ongoing technical support, training & enablement, customer retention, expansion and more. The primary objective of the Customer Success function is to ensure that talech customers maximize the value they receive from their work with us. The CS Team transforms the relationship between talech and its customers from “vendor/client” to “partnership,” supporting them in their journey to grow their business every step of the way. As customers experience the positive impact of talech’s solutions and partnership, and with the growth of their own business, customers scale their use of talech. Traditionally, companies have utilized Customer Success at the enterprise level, providing dedicated account managers for large customers. talech believes that small businesses (not just the giants of commerce), deserve the technology, tools and insights to prosper. We also believe that small business owners (not just enterprise tech companies) deserve to be supported by trusted advisors who educate, advocate, and deliver value for them. So, we are building a world-class CS Team to deliver customer success at scale.

Position Purpose: talech seeks to add an experienced Customer Success Operations Manager to support and enable its rapidly growing Customer Success Management team. In this role you will partner with CSMs and management to deliver world-class Customer Success at scale, while also playing a key role in evolving and managing the CS technology stack that is critical to all parts of talech’s business.

Core Responsibilities: Strategy & enablement of all post-sale revenue channels, adjacent products and client services. Responsibilities: Support the development of and manage the Customer Success management roadmap.

Oversee post- go live Operations, Planning, Analytics, and CSM Enablement.

Identify process gaps and key improvement areas outlining action plans to address and surface insights for talech CS leaders.

Collaborate with teams throughout the organization, including Sales, Marketing, Finance, Operations and adjacent client services functions to support company & department OKRs.

Operations Operations spans the project management and execution of initiatives intended to have an outsized impact on net retention and expansion goals, challenges and outcomes. Key Projects in this area are high priority, highly collaborative cross-functional efforts. Responsibilities: Own tracking of all CS OKRs and establish metrics and objectives for operations and enablement.

Manage CS technology stack gathering & offering new ideas that maximize efficiency of the customer success team in producing customer outcomes.

Create & manage workflows dedicated to the business on program effectiveness (churn forecasting, retention success and expansion of key features).

Support the development of playbooks to address the needs and opportunities of specific customer segments in driving program expansion initiatives and execute them.

Lead revenue analysis seeking to maximize retention and expansion opportunities.

Customer Experience Head Analysis and Project Management of advocacy initiatives with the goal of creating, maintaining, and expanding talech’s understanding of its valued customers. Customer insights will be used in support of Customer Success strategies and enablement. Responsibilities: Develop training materials in order to support operational excellence within the CSM function.

Design and launch processes, workflows and automations that maximize internal efficiencies, up-level the effectiveness of our CSM team, and ultimately deliver greater value to our customers.

Own weekly project review meetings, revenue forecasts and analysis of Customer Health.

Develop techniques to enhance our one-to-many processes with customers.

Basic Qualifications - Bachelor’s degree, or equivalent work experience - Five or more years of related experience

Our Ideal Candidate Has: 5+ years of experience in Customer Success or customer operations role with previous experience in designing, and deploying processes and automation A Player-Coach mentality with propensity for hands-on work. Experience working with (and preferably deploying) technology tools used for Customer Success, including Salesforce, Customer Success Mgt platforms, In-App guidance (Pendo.io), Survey Tools (Qualtrics), Learning Mgt Systems, marketing automation tools, SMS, etc. Experience with high-scale customer management (tech-touch) and/or marketing to large customer bases is highly valuable. Ability to adapt to a rapidly changing product set. Strong interpersonal skills and track record of building collaborative relationships Good manner, fun to work with, makes people want to work with them Customer success orientation and passion for the discipline of Customer Success. Takes personal pride in and responsibility for the success AND satisfaction of their customers.

Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.

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Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $66,725.00 - $78,500.00 - $86,350.00

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.