Customer Success Operations Manager

At Vizrt Group, we work with our shared purpose in mind; to deliver more stories, better told. We provide real-time 3D graphics, video playout, studio automation, sports analysis, and asset management tools for the media and entertainment industry. We support customers in more than 100 countries worldwide and about 20 offices around the world. Vizrt's products are used by the world's leading media companies, such as CNN, BBC, ZDF, Sky Sports, and many more.
To strengthen our Customer Success and Training teams, we are looking for a
Global Program & Process Manager
Based at our Stockholm (Sweden) location. In this exciting role, you will play a central role in the Global Customer Success (CS) function by supporting customer onboarding to our external training academy (Vizrt University), ensuring global projects are being tracked for progress, assisting with operational reporting tasks and being a strong operational resource for successfully serving Vizrt’s customers.
You will collaborate closely with our Global Head of Customer Success, our Global Head of Training, and our Sales teams. This is an exciting role for someone looking to develop their program management, coordination and reporting skills. It is also an exciting opportunity to work with colleagues in many countries.
What you’ll do:
Program management for Customer Success:
Project Manage and follow up on NPS scores: ensure all internal stakeholders are completing tasks as required for proactive follow up
Support manual data extract and upload to Finance, the BIM platform (Power BI) and Support KPIs required for monthly reporting
Maintaining internal and customer facing documentation (standard customer presentations, support and services handbook, intranet pages etc.)
Track IT tickets for Sales Force requests and requirements needed for customer experience improvements.



Learning programs for employees (internal & external platforms)
Generate reports and progress checks for specific certification programs, incl. managing and re-assigning licenses
Communication with participants and their managers; provide advice and support
Assist with cleanup, tagging and metadata management of training videos hosted on Vimeo.



Customer onboarding on Vizrt University:
Responsible for user management (thousands of customer users) for Viz University (VU) and the Support portal for customers
Monitor daily sign ups to VU to ensure that customers have the correct permissions
Monitor Salesforce reports and check if Support portal users also have full access to VU
Support & VU portal user housekeeping
VU Newsletter - update distribution list and sync with VU access (remove portal access when recipients have left their employer)

What you bring:
2-5 years of relevant professional experience, ideally as Project Manager, Program/Process Manager, Business Performance Analyst or comparable roles. Familiarity with the principles of managing projects to completion is a must.
Successfully completed academic degree in Business, Finance, or related major. Any certification in data analytics / finance / controlling / business intelligence is a plus
Excellent knowledge of MS Office; in particular, advanced Excel and Power Point skills
Proven experience with reporting tools, ideally Power BI, Salesforce, CRM tools, feedback /survey data
Strong problem-solving skills and ability to swiftly learn new tools and processes
Experience in the software or digital media industry is an advantage but not a must
Familiarity with KPIs such as ARR, NPS, NRR is an advantage
High degree of commitment, willingness to learn and attention to details
Ability to work in a fast paced, result-oriented environment
Team player, able to prioritize and work proactively and independently when needed
Business fluency in English is essential.



What we offer:
Validation – the tools we create are used every day by major broadcasters all over the world, like CNN and BBC.
Rewards - you will enjoy flexible working hours and competitive remuneration, attractive pension and insurance package, wellness allowance and other benefits.
A great environment – you will join a friendly, international, youthful, highly-skilled multicultural team.
A caring environment with regular feedback and personal development



We operate in an exciting market and we believe in teams and people. We strive to provide a superb work environment, and we want you to want to stay with us throughout your working life. The Stockholm office has approximately 70 employees from more than 20 different nationalities representative at the office. We are located in a new and spacious office in Kista.
The stories we tell are unique. We’d love to hear yours.
Read more at www.vizrt.com