Senior Renewals Operations Manager, Customer Support

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Serve as a reliable operational partner to the leadership of Customer Technical Support, translating strategic objectives into scalable actions.

• Own and advance the global Customer Support operating framework, ensuring uniformity and scalability across various regions.

• Manage the business rhythm (weekly, monthly, quarterly) to proactively spot risks and enhance performance.

• Establish and monitor KPIs and leading indicators to assess support health, productivity, and predictability.

• Oversee and improve the complete Technical Support Engineer (TSE) experience, enhancing workflows, tools, and processes.

• Minimize operational hurdles and maximize time devoted to high-value customer interactions.

• Foster cross-functional collaboration with teams in Renewals, Customer Success, Professional Services, Sales, Finance, and Systems.

• Spearhead change management efforts to ensure the adoption of new processes, tools, and operating models.

• Utilize data, analytics, and AI-driven capabilities to provide insights, enhance predictability, and facilitate automation.

• Collaborate with systems and analytics teams to create scalable reporting, workflows, and predictive models.

⛳️ Requirements

• Over 6 years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or a related field.

• Bilingual in English.

• Strong ability to influence cross-functionally and achieve results without direct authority.

• Experience collaborating with senior leadership and presenting insights tailored for executives.

• In-depth knowledge of post-sales and renewals workflows, data, and systems.

• Strong analytical skills with the capability to convert insights into actionable steps.

• Demonstrated ability to manage complex initiatives from conception to execution.

• Advanced knowledge of CRM and sales operations tools (e.g., Salesforce).

• Competence in effectively navigating fast-paced, evolving environments.

🏝️ Benefits

• Two weeks of paid vacation, 12 statutory holidays, plus 4 additional global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.

• Paid parental leave: 8 days for fathers, 122 days for birthing parents, and 92 days for adoptive parents.

• Comprehensive medical, dental, and vision coverage fully funded through INS Premium for employees and their dependents.

• Mental health support, therapy sessions, and virtual care available through our Employee Assistance Program.

• Retirement and social security contributions through Costa Rica’s statutory programs.

• Life insurance equivalent to 24 times the monthly salary, in addition to disability and funeral coverage.

• Daily cafeteria subsidy.

• Support for fertility, adoption, and surrogacy, along with 24 paid volunteer hours through Veeam Cares.

• Opportunities for personal and professional growth through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events such as our annual Global Day of Learning.