Success Operations Lead

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Position Description

Success Operations Lead

Department: Customer Success

Job Status: Full Time

FLSA Status: Exempt

Reports To: Customer Success Operations Manager

Positions Supervised: Yes

Amount of Travel Required: Minimal; up to 15%

Riskonnect, Inc. is the leading integrated risk management software solution provider that empowers organizations to anticipate, manage and respond in real-time to strategic and operational risks across the extended enterprise. Riskonnect is the only provider ranked in the leadership and visionary quadrants by world renowned industry analysts Gartner and Forrester. We employ more than 1,400 risk professionals in the Americas, EMEA and Asia Pacific and serve over 2,400 customers across 6 continents. The combination of innovative risk technology, a customer success mindset, and employee-first belief makes Riskonnect a sought-after place to work.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Primary Role Responsibilities

The Success Operations Leada will support, guide, and motivate the team in their day-to-day activities. The successful candidate will be a collaborative and proactive individual with industry experience and strong technical capabilities. The role requires a working understanding of Riskonnect practices and services, with a focus on assisting team members in driving client satisfaction, retention, and overall account health.

Essential Duties

As the Success Operations Lead your essential duties will include:

• Supporting the Manager in aligning team activities with departmental and organizational goals.
• Providing daily guidance, direction, and support to Customer Success Managers and Success Engineers, ensuring they have what they need to perform effectively.
• Assisting with task distribution, monitoring progress, and helping ensure deadlines and quality standards are met.
• Partnering with the Manager and other leaders in a matrix environment to help run programs, share updates, and provide feedback on effectiveness
• Working successfully with the MOC manager in a matrix environment where there are dotted lines into global functions with resources located in Manilla. You will need to work closely with the Manila manager and onshore managers to set targets, run programs, assess their effectiveness and continuously improve.
• Supporting your team as they conduct job specific tasks such as:
• Customer Success Managers:
• Building customer relationships
• Collecting customer feedback
• Driving adoption of Riskonnect Solutions
• Success Engineers
• Assessing customer business processes
• Proposing solutions to their needs
• Configuring those solutions
• Testing and deploying them
• Acting as the first point of escalation for day-to-day customer or operational issues, and raising higher-level concerns to the Manager when needed.
• Encouraging team engagement through regular check-ins, collaboration, and recognition of contributions.
• Assisting the Manager in onboarding new hires by sharing knowledge, guiding them through processes, and helping them integrate into the team.
• Providing input to the Manager on performance, development needs, and resource challenges within the team.
• Promoting team achievements and ensuring important updates are communicated upwards
• Being responsible for providing additional assistance in guiding individual employees and team through the entire employment life cycle, including:
• Hiring/onboarding
• Performance management, coaching, and alignment
• Short-term and long-term employee development
• Reward and recognition
• Engaging and retaining employees
• Exiting/offboarding employees
• Advocating for your team by promoting their accomplishments and helping Customer Success leadership to understand their needs.
  

Preferred Qualifications

• Bachelor’s degree in Psychology, Human Resource, or any related course.
• 3+ years of work experience as a supervisor in human resource and/or operations, preferably with exposure in Tech Sector and Customer Success.
• Demonstrated client-service orientation, with a clear, approachable, friendly communication style and customer service attitude.
• Strong written ability and experience working with managers across aspects of employee relations, including performance management.
• Effective interpersonal, teamwork and organizational skills
• Tech curious and interested in evolving trends and technologies in the IT industry.
  
  

Education

• Bachelor’s degree strongly preferred.
  
  

PHYSICAL DEMANDS

Physical Requirements: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT

Work is performed primarily in office in an open-concept, collaborative cubical setting. The noise level in the work environment is usually quiet in office settings and moderate in other situations.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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