# Customer Success Operations Manager

**Company**: Salesforce
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Japan---Tokyo/Operations-Senior-Analyst_JR358512?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c5a1e80a-3be

## Description

Join Salesforce as a Customer Success Operations Manager and play a critical role in driving customer success through operational excellence. You will develop and execute operational strategies aligned with company goals, lead service/operations enhancement projects, and partner with stakeholders to drive transformation.

Responsibilities:

- Program Management: Develop and execute operational strategies aligned with company and organizational goals, support the organizational impact of programs through data, and execute and manage improvement cycles

- Project Management: Lead service/operations enhancement projects (including global initiatives) in a PM/PMO capacity

- Change Management: Partner with stakeholders across departments to lead transformation driven by various programs and projects, and drive early adoption of new ways of working within delivery teams

- Process Improvement & Operational Efficiency: Identify opportunities for improvement, and plan and execute improvement plans to optimize operations without being constrained by existing approaches

- Performance Monitoring & Analysis: Track key performance indicators (KPIs), analyze operational data, and define issues based on insights

- Cross-Functional Collaboration: Partner with other departments to ensure smooth coordination and alignment of operational activities

Requirements:

- Strong leadership and management ability , motivating and guiding teams, fostering collaboration, and improving performance

- 3+ years of hands-on experience in project or program management

- Excellent communication skills , able to communicate effectively with diverse stakeholders, including business leaders, and have experience working with global team members

- Native-level Japanese and business-level English

- Deep knowledge of business operations , understanding diverse operational processes, best practices, and industry trends

- Strategic thinking and problem-solving ability , developing and executing effective operational strategies and responding to challenges

- Experience implementing IT systems , familiarity with relevant technology and systems that support operational activities

- Data analysis and reporting skills , analyzing operational data, identifying trends, and producing reports that support decision-making

Nice to Have:

- Management experience in Salesforce implementation projects or related DX projects

- Experience in Customer Success support or Technical Support based on Salesforce products

- Experience actively adopting AI for operational improvement

- Project management / change management certification

## Skills

### Required
- project management
- change management
- process improvement
- operational efficiency
- performance monitoring
- data analysis
- cross-functional collaboration
- leadership
- communication
- Japanese

### Nice to have
- Salesforce implementation
- Customer Success support
- Technical Support
- AI adoption
- project management certification
- change management certification

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Japan---Tokyo/Operations-Senior-Analyst_JR358512?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)