The opportunity
As a Business Systems Operations Lead, you will be responsible for overseeing the day-to-day operations of Customer Success Everywhere’s systems and infrastructure. This includes managing a team of IT professionals, ensuring systems stability and performance, implementing metrics, and coordinating with other departments to support business objectives and ensure seamless operations and maximum efficiency in delivering outstanding customer success experiences. This role requires a blend of technical expertise, strategic vision, and leadership to ensure that tools are effectively utilized, streamlined, and aligned with broader customer success initiatives. You will be expected to define tool strategies, enhance user experience, and act as the go-to expert for best practices across platforms.

What you'll be doing

• Leadership and Management: Lead and mentor a team of system admins and support coordinators. Develop and implement operational policies and best practices in line with a systems strategy. Establish the vision and long-term systems strategy for the Customer Success Organization (CSE). Coordinate with other Customer Success areas to align operations with business needs and enhance the CSE user experience.
• System and Tool Management: Plan and execute system projects, including upgrades, migrations, and new implementations. Coordinate project resources and manage timelines. Resolve escalated technical issues and support requests promptly. Oversee installation, administration, customization, configuration, maintenance, and optimization of systems. Monitor performance to ensure reliability and availability. Optimize systems for integration, data integrity, and efficient workflows.
• Strategy and Optimization: Define and implement the strategy for Customer Success tools to align with organizational goals and improve team productivity. Analyze tool usage and feedback to recommend operational optimizations improving e.g efficiency, data insights and user experience. Partner with Customer Success leadership to identify key performance indicators (KPIs) and ensure accurate measurement and reporting.
• User training: Drive user adoption through comprehensive training programs, ensuring that Customer Success teams are proficient in using the tools. Create and maintain up-to-date documentation, user guides, and best practices for tool usage.
• Vendor Management: Manage relationships with the vendors, overseeing contracts, service level agreements, and ongoing support. Stay current on product updates, and new features to recommend enhancements that will benefit the organization.

What we're looking for

• Proven experience in IT systems management and supervisory roles with strong technical skills in system tools management and configuration.
• Experience in developing and implementing systems strategies. Background leading projects related to system upgrades, migrations, and integrations.
• Strong understanding of customer success processes, methodologies, and metrics.
• Leadership, people management, analytical, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment, and lead cross-functional projects.

You might also have

• Strong interpersonal and communication skills.
• Solid understanding of project management methodologies.
• Experience with a Customer Service organization.
• Experience working with platforms such as Zendesk, Gainsight, or similar customer success tools. Relevant software and tools certifications are a plus.
• Familiarity with API integrations and automation tools.

Additional information

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

Life at Unity
Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit Unity.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

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