Vortexa was founded to solve the immense information gap that exists in the energy industry. By using massive amounts of new satellite data and pioneering work in artificial intelligence, Vortexa creates an unprecedented view on the global seaborne energy flows in real-time, bringing transparency and efficiency to the energy & shipping sectors, as well as driving decarbonisation efforts.
The successful candidate will play a critical role in driving customer experience and ensuring the smooth functioning of our customer success operations across all regions. This role will involve analysing data, identifying trends, and providing insights to optimise the customer success processes. The Customer Success Operations Manager will work closely with ROPs, Customer Success Managers, Product specialists, Sales and other teams to develop strategies, streamline workflows, and improve overall customer satisfaction. The ideal candidate should possess strong analytical skills, excellent communication abilities, and a passion for the holistic customer experience.
What you’ll be doing:
- Manage sphere of our gold standard health analytics - with a focus on strategically standardising the data hygiene, workflows, and processes for the customer journey
- Passion for solutions engineering bottlenecks and striving to improve efficiency and consistency in CS operations
- Managing the procurement, configuration, and administration of tools related to the post onboarding customer experience
- Build views to surface and manage expansion opportunities alongside the wider commercial teams
- Obsess over the customer journey - consistently orchestrate the regular review of account plans, account health, and customer satisfaction metrics alongside the wider CSM team
- Maintaining a consistent data-driven feedback loop with the senior leadership team on key CS ops insights and potential avenues for improvement
- Assisting licensing and access for our customers to our proprietary Vortexa Platform
Requirements
What we’re looking for:
- You have extensive experience managing customer success operations workflows and additionally have hands on experience implementing and maintaining CS platforms
- You have experience with the ongoing process of tooling, improvement, and insight and how technology can accelerate and scale Customer Success operations in a rapidly growing B2B environment
- You have experience supporting customer-facing roles to build and improve playbooks in order to standardise customer experience
- You are truly data-driven and insight led, highly analytical approach to problem solving with excellent attention to detail and experience working within a wider Revenue Operations team
- You are experienced in delivering regular, reliable reporting on critical business metrics to internal & external stakeholders
What we’d love to see:
- Exposure to a wider tech stack and ownership over critical business processes and metrics
- Passion for B2B SaaS, experience in a high growth start up or scale up environment
- At least 2-3 years experience in a customer success operations role, special considerations made in this role for prior customer facing experience
Benefits
- A vibrant, diverse company working together to deliver beyond the cutting edge
- A team of motivated characters and top minds striving to be the best at what we do at all times
- Everyone acts as a company owner with all of our permanent team members having equity options
- Flexibility for all members of our team to choose if they want to work from home or the office
- Regular team and company wide-events
- Private Health Insurance offered via Vitality to help you look after your physical health
- Life Insurance offered via YuLife
- Mental Health Support offered via Spill to help you stay on the top of your emotional wellbeing
- Learning & Development opportunities & individual budget for L&D resources that you need to help you grow professionally
- Workplace nursery benefit (salary sacrifice scheme) to support working parents
- Cycle to work scheme
- Global Volunteering Policy & on-demand volunteering app - onHand, to help you ‘do good’ and feel better
- Enhanced parental leave
- Birthday leave - a day off on your birthday
- Opportunity to buy up to 5 additional days of holiday a year
