Job Summary: A hybrid role of Customer Success Operations & Customer Success Manager.
As Customer Success Operations, this position will drive the effectiveness and efficiency of the Customer Success team and will be a trusted partner in defining customer success objectives, strategy, tactics, and implementing processes that scale. This role will work closely with our customers throughout every step of the customer journey, including responsibility for the overall success and retention of customers. This role will interact with different customers at different levels every day while working closely with different departments at Transflo.
Job Responsibilities:
· Proven ability to design, deliver and launch strategic and operational initiatives that scale through data analysis and careful prioritization of business needs aligned with company goals
· Partner with cross functional teams within Operations, Product, Marketing, and Sales to ensure we are collectively designing experiences that deliver and drive value.
· Responsible for the delivery and validation and reporting of key insights, operational programs, and process enhancements, measuring the impact, and identifying added opportunities for improvement.
· Evolve our forecasting cadence, adoption and engagement activities, and renewals playbook to drive continued growth and retention of our customer base.
· Leverage data and analytics to develop, lead, and measure results for customer success initiatives, programs, and campaigns.
· Ability to break down problems into concrete, manageable components and think through optimal solutions
· Partner with our customers to establish a mutually agreed upon Success Plan, outlining the value that Transflo can deliver utilizing our product, service, and community
· Run initiatives to increase net retention, customer satisfaction, and revenue growth via expansion, upsells, referrals, and reference-ability
· Define, prescribe, and drive action aligned to the execution of each customer’s Success Plan.
· Proactively identify and mitigate risk
· Teach customers how to independently leverage product features, strengthening their knowledge & confidence in using Transflo products
· Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers
· Maintain routine check-ins, health-checks, and business reviews with customers
· Working closely with cross-functional teams such as Engineering, Product, Sales, and Marketing. Convey the voice of the customer internally to inform other functions on how best we can support and add value to our customers
· Consistently put forward product enhancement recommendations based on insights gained from customers
· Clear communicator with professional presence
· Other duties as assigned by VP of Customer Success
· Adhere to all department and company processes, policies and procedures
· Adopt and support company mission, vision, values and strategy
Job Requirements:
Physical Demands:
· General Office Demands
Job Type: Full-time
Pay: $100,000.00 per year
Schedule:
Work Location: Remote
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