Customer Success Operations Manager

Company

Toloka is a crowdsourcing platform that unites millions of people around the world who collect and process data to deliver superior data solutions for our global customers.

Crowdsourcing is used to collect and annotate high-quality data (voice, text, image, or video) used in machine learning, research, testing, technical support, and moderation. Toloka’s crowd-labeled data is the core input for our customers across industries like driverless vehicles, IT, e-commerce, online marketplaces, banks, manufacturing, and retail.

Team Description

Our Customer Experience team is responsible for delivering the appropriate experience to our product users. The team is focused on shortening the path to value for first-time users and maximizing retention as well as expanding product usage by our existing clients. Depending on the customer profile, we deploy Customer Support, Customer Success, and Account Management resources to help our users on their journey.

Role Description

We’re looking for a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. In this role, you will act as a trusted partner to Customer Success and Technical Services leaders, defining and measuring customer success objectives and a customer experience strategy. A core part of this role will also be to develop and scale the operational foundation and systems to drive the efficiency and performance of our teams.

We are looking for an energetic candidate who wants to dive into our customer retention, adoption, and health metrics, and who will derive value from setting up and scaling our operational foundation, systems, metrics, and processes.

Responsibilities:

Data

  • Reporting: Manage the renewal and upsell forecast cadence to drive accurate reporting to executives on past results and forecasts. Develop customer experience and health dashboards to drive decision-making.
  • Analysis: Track leading indicators of retention, renewal management, adoption, utilization, and NPS. Develop analytical insights that drive recommendations for action around risk mitigation.
  • Forecasting: Develop analytical forecasts for account health and renewal based on transactional and behavioral patterns. Own the headcount forecast for capacity planning.
  • Operational data management: Own end-to-end data management post-sale.

Processes

  • Process Management: Provide project leadership to implement new software solutions, train the team on new CS technologies, and drive adoption of solutions.
  • Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score. Own the NPS survey programs supported by CS leadership.
  • External Communications: Coordinate with the One-to-Many Communications lead to synchronize email outreaches with CSM touch points.
  • CS Org Team support: Define systems and processes that drive productivity, efficiency, and visibility across the entire Customer Success Organization.
  • Risk Management: Detect early signals of at-risk adoption and renewals, design playbooks for CSMs to address them, and provide a path to escalation.
  • Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal, upsell, and adoption targets while also meeting customer needs. Work cross-functionally with the senior and executive leadership teams to manage and evolve customer success processes.

Systems

  • Software Management: Act as team expert for software applications, helping select applications and then onboarding, managing, and configuring systems to meet the needs of the business. Own vendor management of key CS tools, understanding the value derived from business users.
  • Integrations: Partner with GTM systems team and the Toloka product/engineering team to identify and support key integration needs.
  • Toloka Expert: Become a Toloka product expert to help understand how our customers derive value from Toloka.

People

  • Team Structure: Tier existing customers, assign them to CSMs, redistribute the workload as needed, and forecast hiring needs.
  • Compensation: Determine the metrics CS compensation is based on and define targets for those metrics.
  • Enablement: Provide materials and data to help CSMs work more effectively.

Qualifications:

  • Skilled in building strong relationships based on trust with customer-facing leaders
  • Energized by designing processes for scale and then seeing the impact through your management of implementation and adoption across the business
  • Possessing an innate ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Someone who can get your hands dirty but also uplevel to think strategically with partners
  • A team player, gaining joy from collaborative environments with healthy debate, ideation, and ownership
  • Focused on the customer
  • 3+ years of Customer Success Ops, Revenue Ops, Sales Ops, and/or Bus Ops experience at a fast-growing B2B SaaS company
  • Strong analytics, operational, and project management foundation
  • Ability to build strong, trusting relationships with CS managers and CS leads
  • Intermediate to advanced competence with data visualization tools and SQL
  • Salesforce business admin or power analyst skills
  • Subject-matter expertise in modern tools: customer support (Zendesk), customer success platforms (Catalyst, Gainsight, or similar), NPS tools
  • Excellent written and spoken English

Preferred qualifications:

  • Experience working with products and clients in the AI/ML space
  • Willingness to work with evolving requirements in rapidly developing services
  • Flexibility for irregular work hours in force majeure situations
  • Experience as a CSM or AM
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Sun Dec 05 2021 23:51:08 GMT+0300 (Moscow Standard Time)