Netomi is hiring a

Customer Success Operations Manager

Gurugram, India
Full-Time
Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.

Want to have a direct impact in solving the top challenges businesses face today? Join us!

Job description

We are looking for a versatile Customer Success Operations Manager to partner with and support our growing Customer Success team. In this role, you’ll work closely with CS leadership, as well as colleagues on the broader Sales/CS Operations, Marketing, CX, Product, and Sales teams.

Your role will be a vital role where you’ll build and enhance processes, systems and analytics to help the CS teams operate efficiently and effectively. The ideal candidate is interested in all aspects of CS Ops, and will drive and own operational strategy and ongoing support for CS systems, reporting/analytics, project management, and internal process development. This role is essential to scale our team in the most efficient and effective way possible through stellar communication, domain expertise, software knowledge, and the passion to continue to build our business!

Responsibilities

  • Provide project / program management for internal Customer Success  projects and manage day-to-day CS operations (e.g., reporting and analysis) as well as acting “internal consultant” for leadership to align on goals and execution
  • Partner with Enablement to create and sustain training and onboarding materials for Customer Success
  • Evaluate and administer CRM/CSM solutions, including customer success platforms that enable CS reps to gain key insights and allow focus on opportunity areas among a high-volume account list.
  • Complete data analysis with large data sets to gather insights required to make key business decisions, such as retention/churn analysis, product adoption metrics, account tiering, retention forecasting, account health, NPS, adoption, etc. and set and measure KPIs.
  • Define and document key processes across the Netomi's Customer Lifecycle (e.g. account handoff, proactive touchpoints, cross-functional coordination, business reviews)
  • Support leadership to set goals, targets, measure performance, and  workforce/team planning
  • Partner to drive Strategic initiatives such as customer-to-product feedback, customer experience, marketing, engagement initiatives

Requirements

  • 2+ years experience working in Customer Success
  • 2+ years working in CS Ops and/or Sales Operations
  • Strong analytical skills and an aptitude for working with data - Excel / Google Sheets
  • B2B Fintech / SaaS experience at a high-growth, high-volume account business is a plus
  • Sales/CSM Tool administration and/or reporting experience
  • Ability to work independently and drive projects from start to finish in a fast paced environment
  • Highly collaborative, team oriented, and comfortable leading cross-functional projects
  • Professional writing and communication skills for both customer and executive audiences

This position is with competitive compensation, benefits.

Even if you don't meet every requirement in this job description, we still encourage you to apply. We're eager to work with people who are eager to work for us, especially those with unconventional career paths. Make a case for why you! We're looking for ambitious team players who will add value and stick with us as we grow - not just candidates who check all the boxes!  

We are committed to building an inclusive and diverse team.

Netomi is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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