Customer Operations Manager

About NEXTStep Commerce

With over 25 years of industry expertise, NEXTStep Commerce is the leader in powering buying groups, members, and trading partners in the B2B e-commerce space for Group Purchasing Organizations. We accelerate revenue and profitability for our clients through innovative platform solutions and exceptional customer partnerships. Despite our proven track record and market-leading position, we maintain a startup culture—staying agile, embracing innovation, and empowering our team to take ownership of outcomes. We combine the stability and resources of an established company with the energy, autonomy, and "make it happen" attitude of a fast-growing startup.

Position Overview

We're seeking a Customer Operations Manager who is a self-motivated problem solver with a "get it done" mindset. You'll own the complete customer lifecycle—from pre-implementation strategy through ongoing operations and compliance—while managing complex projects, administrative processes, and customer relationships. You'll work independently while collaborating with a small, high-performing team. This role demands someone who takes ownership, thinks strategically about customer outcomes and operational efficiency, and drives results with minimal oversight.

Key Responsibilities

Customer Relationship & Success Leadership

• Build and maintain strong, positive, long-lasting relationships with key customer stakeholders, serving as their trusted advisor and primary point of contact
• Advocate internally for customer needs and feedback, representing their voice across product, development, and operational teams
• Develop a deep understanding of each customer's business challenges, goals, and processes to identify strategic opportunities
• Proactively monitor customer health, identify at-risk accounts, and implement intervention strategies before issues escalate

Implementation & Onboarding Project Management

• Own end-to-end implementation projects, including pre-implementation requirements gathering, technical platform setup, and module configuration based on client specifications
• Project manage core platform implementation activities (security setup, branding, master data import, workflow configuration) and module configuration (marketplace, analytics, rebates, rewards, EDI)
• Coordinate comprehensive testing and validation including system integration testing, user acceptance testing, and security testing
• Develop and deliver customized training programs for end-users and administrators, ensuring successful platform adoption
• Lead supplier/vendor onboarding processes for marketplace and EDI systems
• Ensure all projects launch on time and on budget, managing timelines and resources independently

Operational & Technical Support

• Utilize FreshDesk CRM to respond promptly to customer inquiries and escalations, ensuring timely resolution and comprehensive ticket documentation
• Continuously improve client management processes by leveraging technology, tools, and AI to enhance efficiency and effectiveness
• Manage user provisioning, access control, and account maintenance across all platforms
• Analyze customer data, usage metrics, and trends using Excel and reporting tools to identify optimization opportunities and upselling potential
• Regularly engage with customers through Outlook, check-in calls, and strategic business reviews
• Create and maintain detailed customer documentation in SharePoint and OneDrive, including success plans, meeting notes, and account health reports

SOC 2 Compliance & Documentation

• Support SOC 2 compliance efforts by collecting, organizing, and maintaining program documentation and ancillary compliance materials
• Prepare and monitor SOC 2 Freshdesk tickets for change management, ensuring proper tracking and audit trails
• Maintain the SOC 2 Documents Management Repository in OneDrive
• Ensure compliance activities are documented with timestamped, unchangeable audit logs

Team & Cultural Contribution

• Actively participate in team meetings, sharing insights and ideas to improve customer success strategies
• Assist team members in achieving success and mentor peers on best practices
• Share knowledge and insights across the organization to foster a culture of continuous learning
• Monitor and report on key customer success KPIs including customer satisfaction, retention, and revenue growth
• Embrace continuous improvement mindset, constantly seeking ways to enhance customer experience and operational processes

Required Qualifications

• 4-6 years of experience in one or more of the following: customer operations, implementation, account management, e-commerce consulting, or a hybrid role combining customer success with project management or operations
• Proven ability to manage complex, multi-phase projects with technical and non-technical stakeholders simultaneously
• Excellent communication and interpersonal skills with ability to build trust and influence across all organizational levels
• Strong problem-solving abilities with a bias toward action and independent decision-making
• Outstanding project management and organizational skills with meticulous attention to detail in documentation and tracking
• Proficiency with Microsoft Office suite including Outlook, Excel, SharePoint, and OneDrive
• Hands-on experience with FreshDesk CRM or similar case management and ticketing systems
• Comfortable with technology platforms and proven ability to learn new software and processes quickly and independently
• A "get it done" mentality with the drive to deliver results in a fast-paced, evolving environment

Preferred Qualifications

• Background in customer operations, implementation consulting, or managed services delivery
• Experience with e-commerce, marketplace, or B2B SaaS platforms (especially B2B platforms for enterprise/mid-market)
• Knowledge of Group Purchasing Organizations (GPOs), buying groups, or procurement systems
• Familiarity with user provisioning, access control, or identity management concepts
• Experience with SOC 2, compliance documentation, or audit processes
• Knowledge of EDI, data integration, DevOps, or technical implementation concepts
• AI GPT, SQL or advanced Excel skills (pivot tables, data analysis)
• Experience managing documentation repositories or knowledge management systems

Core Competencies

Independence & Ownership: You work effectively without constant oversight, take full responsibility for customer outcomes, and escalate only when strategic guidance is needed.

Problem-Solving: You diagnose issues quickly, develop practical solutions, and implement fixes with minimal hand-holding from leadership.

Communication: You articulate complex technical concepts clearly to non-technical stakeholders and listen actively to understand customer needs.

Execution: You deliver on commitments, manage timelines strictly, and hold yourself accountable to deadlines and quality standards.

Collaboration: You work seamlessly with a small team, share knowledge generously, and support colleagues in achieving their goals.

Customer Focus: You think strategically about long-term customer success, not just transactional support; you anticipate needs and proactively create value.

What We're Looking For

• Someone who thrives with autonomy and doesn't need constant direction
• A problem solver who researches, experiments, and finds solutions independently
• A team player who contributes to collective success while holding personal accountability
• Someone who stays calm under pressure and maintains momentum when priorities shift
• A continuous learner who seeks feedback and adapts quickly
• An owner mentality—you take pride in outcomes and go the extra mile

Why Join NEXTStep Commerce?

• Proven Legacy Startup Energy: 25 years of industry leadership combined with a startup culture that values agility, innovation, and empowerment—you get stability with freedom
• Multi-Dimensional Impact: Work across customer relationships, implementation delivery, operations, and compliance—no two days are the same, and your impact is immediately visible
• Real Autonomy: Own multiple dimensions of customer success and operations with trust and meaningful support from leadership; make decisions and see results
• Hybrid Skill Development: Expand your expertise in B2B e-commerce, project management, customer operations, and compliance within an established market leader
• Small Team Culture: Contribute meaningfully in a close-knit team where your voice matters, your work is visible, politics don't exist, and you're treated as a peer, not just a title
• Operational Leadership: Build and optimize processes, systems, and documentation that scale—create operational excellence from day one

Qualified candidates, please email your resume to pgulbin@nxtstp.com for consideration.