Customer Success Strategy & Operations Manager
Responder al anuncioMake is the leading visual platform for anyone to design, build, and automate anything—from tasks and workflows to apps and systems—without the need for coding skills. We are headquartered in the flourishing tech hub of Prague, Czech Republic, and our teams are spread across the USA, UK, Germany, France, Canada, India and Chile, among other locations. We are seeking a dynamic and experienced Customer Success Strategy and Operations Manager to join our team. In this role, you will be responsible for driving the strategy, operational efficiency, and success of our customer success initiatives. You will work closely with cross-functional teams to ensure our customers achieve their desired outcomes and derive maximum value from our SaaS solutions. Key Responsibilities:Strategic Planning and ExecutionDevelop and implement customer success strategies that drive retention, expansion, and customer satisfactionAlign customer success objectives with broader company goals and ensure seamless executionOperational ExcellenceDesign and optimize customer success processes and workflows to enhance efficiency and effectivenessMonitor key performance indicators (KPIs) and metrics to identify areas for improvement and implement data-driven strategiesMethodology and Customer AssetsEnhance and develop customer success methodologyImplement strategies to mitigate churn and increase customer retention ratesOrchestrate design of internal and customer-facing assetsReporting and AnalyticsDevelop and maintain dashboards and reports to track customer success metrics and outcomesCollect and analyze customer feedback to identify trends, pain points, and opportunities for improvementPresent insights and recommendations to senior leadership to inform strategic decisionsTeam Onboarding and EnablementDefine and execute onboarding and enablement plan for customer success teamEnsure available resources are leveraged to the fullest extentCross-functional CollaborationCollaborate with sales, product, marketing, and support teams to align customer success strategies with overall business objectivesServe as the voice of the customer in cross-functional meetings to ensure customer needs are prioritizedQualifications:Bachelor's or Master's degree in Business, IT, or a related field3+ years of experience in customer success, strategy, or operations roles within a SaaS or technology companyProven track record of developing and implementing successful customer success strategiesStrong analytical skills with the ability to leverage data to drive decisionsExceptional communication and interpersonal skillsProficiency with customer success platforms (e. G. , Gainsight, ChurnZero) and CRM systems (e. G. , Salesforce) a plusAbility to thrive in a fast-paced, dynamic environmentWhat we offer:RSUs grant in a rapidly growing company raising its value every dayMultinational team with 40+ nationalities creating the future of automationLearning & Development plan25 days of vacation, 24th&31st Dec company holidayRSUs grant for a newborn childGym passMeal and transportation tickets, medical insuranceFamily leave program, offering 24 weeks of paid leave for main carers and 12 weeks for supporting carersCarers leave programs for supportingMake is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better. Accessibility and Candidate Notices#J-18808-Ljbffr
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