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Customer Success Operations Manager (2020-8906)

Plano, TX, United States


Job Description


Fisher Investments' rapidly growing 401k Solution is changing the way everyday Americans can retire with dignity. Your customer success expertise will be critical to the scaling of our division.


The Opportunity:


As Customer Success Operations Manager, your ability to drive operational efficiency will enable us to serve clients in offering a first class retirement benefit to their employees. You will oversee the people, processes, and data critical to empowering our service team. Your expertise will reduce time to revenue, improve retention, and support revenue expansion.


The Day-to-Day:


  • Identify gaps in processes/systems across the customer journey.
  • Partner with leadership and other functions to propose and implement scalable solutions.
  • Build and roll out automation to streamline operations and reduce workload for service/customer success team.
  • Drive operational efficiency by leveraging industry best practices.
  • Design process, tool, and product improvements to scale our high-growth business and improve team productivity.
  • Evaluate, negotiate, implement, and roll-out systems and tools to support our service team.
  • Partner with data team, sales operations, marketing operations, and other teams to ensure systems operate effectively together.
  • Assess and flag current and future business and systems risks, brainstorm potential solutions, and track progress towards execution.


Your Qualifications:

  • 3+ years of experience in customer success or sales operations, with strong proficiency in Salesforce, DOMO, and similar systems
  • Familiarity with data structures that ease the generation of reliable data is a plus
  • Able to explain complex technical issues to technical and non-technical audiences to drive alignment and buy-in
  • An ability to work well with a variety of stakeholders towards a common goal
  • Bachelor’s degree (B.A.) or equivalent combination of education and experience required


Why Fisher Investments:


Fisher Investments is a different kind of investment firm. We don’t come from Wall Street, nor do we believe we fit in with most of the finance industry, and we’re proud of that. We work for a bigger purpose: bettering the investment universe. From unmatched service to innovative perspectives on investing, it’s the people that make the Fisher purpose possible. After all, it’s our people that enable us to offer the level of service that we do. And we invest in them accordingly, offering exceptional benefits like:

  • 100% coverage of premiums for health, vision and dental insurance
  • A 50% 401(k) match, up to the IRS maximum
  • 20 days of PTO*, plus 9 paid holidays
  • And much, much more


We also provide a cumulative, continuous learning and development framework customized for every employee. This emphasis on personal and professional growth has yielded an award-winning work environment; we’re Great Place to Work Certified, and The Oregonian named us as a Top Workplace!


But in the end, it’s not the perks that keep people here. They stay because they believe in our mission of service—our employees want to make a difference in an industry that can do better.


* California employees accrue up to 17 days of PTO and 3 days of sick time per year.






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