Netomi is a Y-Combinator and VC-backed Artificial Intelligence company that sits at the intersection of two rapidly developing fields: AI and customer service. Our clients include Fortune 1,000 companies. Our artificial intelligence platform gives customer service teams the ability to activate, manage & train their AI to deliver an experience that delights consumers and turns customer service into a competitive advantage.
We care about building a company that not only has the best technology and product on the market but also provides superior service to our customers.
Want to have a direct impact in solving the top challenges businesses face today? Join us!
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!
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
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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