Absorb LMS – Operations Manager, Client Success – Canada

Job Description

Working for Absorb has truly been a fantastic experience. It is an organization that offers opportunities for everyone to foster and grow both professionally and personally. What I love most is that no two days are the same here. The organization is very multicultural and with offices across the globe including myself in Ireland, we get to interact with colleagues from various nationalities and cultural backgrounds, which is also another interesting facet of working for Absorb. I have not only learned a lot, but there has also been so much cross-functional learning which has helped both my team and I flourish. Peers at Absorb are extremely talented, encouraging, and helpful who are always there in times of need. Overall, Absorb is such a great place to work and definitely the best career move I’ve ever made.  – Darren O’Connor: Manager, Client Advocacy and L&D

The Client Success Operations Manager will drive insights for our business through excellent project management skills, deep technology expertise, and a strong understanding of the key components of the customer experience. This means optimizing our CS workflows to be scalable while using the most appropriate digital tools to elevate output. In this dynamic and data-driven role, you will support our entire Customer Success team with the technologies, processes, and reports that will deliver customer insights, and advance the efficiency and performance of our client success managers.

Are you interested in learning more about the work culture at Absorb? Check out the video below:

Absorb Software: Remote Work Culture – Absorb LMS

What you’ll do:

• Leverage key success metrics to drive customer satisfaction and operational efficiency.
• Analyze usage patterns of our customers and produce reports for CS Leaders to create adoption strategies.
• Work collaboratively and partner with different departments to ensure that efforts to maintain customer satisfaction are consistent.
• Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences.
• Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.
• Customer Success team enablement, including materials, data, and coordination of training to help the team work more effectively.
• Curate content and playbooks to allow the team to deliver customer outcomes more efficiently and consistently.
• Develop methods, processes, and tools to appropriately support our customer segmentation strategies.
• When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.

What you’ll bring:

• You are a creative thinker who uses data to build and execute a Customer Service operational plan.
• Strong understanding of Customer Success business domains including Tech Support, Professional Services, and Customer Success Management from both a business and systems perspective
• Strong analytical ability and ability to prioritize multiple projects.
• Effective communicator (verbal, written, and visual) with a wide variety of people in a clear, concise, and diplomatic manner
• Experience with Salesforce, Gainsight, and Zendesk tools
• Minimum of 4 years experience in a customer service organization
• Level 1 Gainsight Certification (desirable) 

Technologies we use:

• Absorb LMS, Salesforce, Gainsight, Zendesk

Are you ready to become an Absorber?

What we offer:

• Fully remote-first work with flexible work arrangements
• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, and comprehensive medical and dental benefits based on your country of location
• New Hire Equipment Allowance and monthly Flex Allowance to support your success                                                                                                                                       
• Endless opportunities for career growth and internal mobility
• Employee-driven DE&I programs
• Games room, meditation & yoga space, state-of-the-art workplace for Absorbers in our Calgary office

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces, and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do
• We’re united, and we grow through our commitment to elevating continual learning!

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements, and individual qualifications. In the event, a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check, and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at [email protected]

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