Career Opportunities

Client Success Operations Manager

The Retention Operations Manager is a data-driven individual with a knack for keeping teams accountable to their goals. The RO Manager is process-oriented and passionate about building out new processes and procedures that make business run smoother, quicker, and smarter.

The RO Manager knows what smart investment trade offs look like, and isn’t afraid to articulate when experiments,processes, or tools are not working.

Essential Duties and Responsibilities include the following:

Leveraging SalesForce

  • Works closely with coaching and customer success leadership to implement scalable processes that will help improve client success.
  • Implements,documents, and enforces processes and tools that will maintain data integrity, increase productivity and ultimately increase sales.
  • Ensures that fields are updated correctly, seeks and destroys duplicate leads, manages custom fields, manages API calls, handles lead assignment rules and more.

Improving Productivity with Technology

  • Owns the implementation of all new solutions for all stakeholders.

Helping Leadership Make Data-Driven Decisions

  • Ensures that there are reports and dashboards in place that provide leadership with the ability to make informed coaching & client decisions and revenue predictions.
  • Analyzes retention metrics, produces reports, and maintains dashboards to support long-term pipeline management.

Working With Marketing to Improve Retention

Works with Marketing to ensure that content is available and leveraged effectively in the on boarding, upgrade and renewal processes.

Planning and Organization

  • Must possess excellent follow-up skills
  • Ability to multi-task, prioritize and manage time effectively
  • Ability to manage multiple priorities and aggressive time lines

Other Skills and Abilities

  • Analytical and demonstrated ability to extract key business insights through data analysis.
  • Ability to explain data so a listener understands the significance.
  • Intellectually curious and strategic thinker.
  • Team player and works well collaboratively with other teams.
  • Maintains compliance with company policies, practices and procedures.
  • Participates in proactive efforts to achieve departmental and company goals.
  • Works effectively and communicates clearly with other employees.
  • Handles changing deadlines and priorities.
  • Reviews employees’ and own work for accuracy, completeness and proper authority.
  • Other duties as assigned.

Language Skills

Fluent English languages skills – reading, writing and speaking. Ability to read, analyze, and interpret documents such as technical procedures, operating and maintenance instructions,and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.

  • 3+ years of experience with Salesforce
  • Experience with Jira or Zendesk is a plus.
  • Experience with Marketing Automation Software such as Marketo/Pardot/Eloqua is a plus.
  • Strong working knowledge of Microsoft Office applications.


  • Works under general supervision. May lead and direct employees.

Education and/or Experience

  • BSc/BA in business administration or relevant field; plus at least five years’ relevant experience
  • 3+ years in Client Experiences.

Physical Demands

This is sedentary work which requires the following physical activities: reaching, sitting,lifting (≤25 pounds), finger dexterity, grasping, feeling, repetitive motions,talking, hearing and visual acuity.

Work Environment

  • Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
  • The office work environment can be boisterous.
  • Attire is business casual.


Minimal (less than 5%). May be required to travel overnight– by car or air – to support various events sometimes working in excess of eight (8) hours/day.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Local candidates only.
Ferry International is an EEO.
Ferry International participates in E-Verify.

Please review all position details before applying to TomFerry.

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