Sr. Mgr CX Operations

Uniphore • Palo Alto, CA

19d • Hybrid

About The Position

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments. Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data. As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees. Job Description: Location: Palo Alto CA, hybrid onsite 3 days a week Your Career As the Senior Manager Customer Success Operations, you will empower customers to discover and realize the full value of Uniphore, delivering a best in class customer experience at every CX touchpoint. As the RevOps partner to the CX org, you will work closely with our Customer Success Leadership team to lead initiatives that accelerate customer value, own business critical operations, and identify opportunities to improve gross dollar retention / net promoter scores. You will lead strategic planning and execution, process design, CX enablement, & identify new ways for the team to improve operational rigor. You will guide and improve success renewals forecasts and capacity models, lead workforce management strategy, and support AI, automation and tooling investments. You will also own the KPI / metrics for the CX organization. Your work will ensure we deliver for our customers today, while making the right strategic bets for tomorrow. You will report to the VP of Revenue Strategy & Operations. We are looking for a strategic, analytical RevOps partner who will work alongside our innovative and results-oriented CX team. This person will be passionate about the CX space, thrive working across teams to get things done, and excited to help us scale Uniphore towards IPO readiness.

Requirements

• 8-10+ years in CX Strategy and Customer Operations at the Enterprise / G2000 level both directly with enterprise clients and through global systems integrators and large regional resellers.
• Experience working across all regions (AMER, Europe, Middle East, & Asia)
• Passion for and applied experience in Customer Success teams
• Proven expertise with Excel/Salesforce and building capacity models
• Analytical skills with the ability to translate data into strategic recommendations
• Executive presence and the ability to communicate and influence across audiences and levels (e.g. C-Suite, CX, Sales, & Finance)
• Systems-oriented thinker who optimizes processes and builds frameworks for scale
• High ownership mentality, with proven experience tackling ambiguous problems, remaining adaptable and working through complex initiatives across teams
• Experience with AI and digital tooling, or strong willingness to learn
• BA/BS required; advanced degree preferred

Nice To Haves

• Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding
• Experience as an admin for tools like DevRev, PlanHat, Totango/Catalyst, or other customer success platforms

Responsibilities

• Serve as strategic advisor to CX Leadership on end-to-end service model design and planning. Develop analyses and recommendations that inform strategic decisions
• Define a best-in-class CX enterprise operating model across onboarding, implementation, value realization, continuous improvement, & renewals that ensures ARR renewal rates > 90%.
• Drive standardization across regions to a common post sale CX operating model while supporting localization to different countries and cultures. Automate and embed those CX activities and tasks in tools / processes that improve efficiency.
• Lead through influence and partner across Customer Success, RevOps, Finance, & Sales to get things done together
• Guide CX renewal forecast and capacity model, delivering headcount and staffing recommendations.
• Drive the Net Promoter Survey process and customer health cores to identify early indicators of renewal risks. Support and lead workforce management decisioning. Design and optimize staffing plans, scheduling and resource allocation to maximize efficiency and customer experience
• Design and implement processes at scale, including tiering and routing strategies, escalation pathways, and global operating procedures.
• Support AI, automation and tech stack strategy Design and drive global operating cadences including KPI reviews that surface risks, trends and opportunities. Execute performance analyses that diagnose root causes and develop recommendations. Partner with GTM systems and analytics team to develop new dashboards and insights
• Collaborate with the Enablement function to streamline and compress CX time to new hire onboarding; ensuring success team members can add value quickly to their assigned accounts.
• Guide development of new paid service offerings including pricing, packaging and margin strategy. Ensure success from design through to launch and ROI measurement

Benefits

• In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees