Customer Success Operations Leader

hace 4 semanas

Madrid, Madrid, España Make A tiempo completo

Make is a pioneering visual platform designed for individuals to create, develop, and automate a wide range of tasks—from workflows to applications—without requiring coding expertise. Our headquarters are located in a vibrant tech hub, and our diverse teams span across various countries.

We are in search of a proactive and seasoned Customer Success Operations Leader to enhance our team. In this pivotal role, you will spearhead the strategy, operational efficiency, and overall success of our customer success programs. You will collaborate with various teams to ensure our clients achieve their goals and maximize the value derived from our software solutions.

Key Responsibilities:

Strategic Development and Implementation

  • Formulate and execute customer success strategies aimed at boosting retention, growth, and satisfaction.
  • Ensure alignment of customer success objectives with overarching company goals for effective execution.

Operational Efficiency

  • Design and refine customer success processes and workflows to improve overall effectiveness.
  • Track key performance indicators (KPIs) to pinpoint areas for enhancement and apply data-driven strategies.

Methodology and Customer Resources

  • Enhance and innovate customer success methodologies.
  • Implement strategies to reduce churn and elevate customer retention rates.
  • Oversee the creation of both internal and customer-facing resources.

Analytics and Reporting

  • Create and maintain dashboards and reports to monitor customer success metrics.
  • Gather and analyze customer feedback to uncover trends, challenges, and improvement opportunities.
  • Present findings and recommendations to senior management to guide strategic choices.

Team Development and Empowerment

  • Establish and execute a comprehensive onboarding and training plan for the customer success team.
  • Ensure optimal utilization of available resources.

Cross-Departmental Collaboration

  • Work alongside sales, product, marketing, and support teams to synchronize customer success strategies with overall business objectives.
  • Act as the customer advocate in cross-departmental discussions to prioritize customer needs.

Qualifications:

  • Bachelor's or Master's degree in Business, IT, or a related discipline.
  • Over 3 years of experience in customer success, strategy, or operations roles within a SaaS or tech environment.
  • Demonstrated success in developing and executing effective customer success strategies.
  • Strong analytical capabilities to leverage data for informed decision-making.
  • Excellent communication and interpersonal skills.
  • Familiarity with customer success platforms and CRM systems is advantageous.
  • Ability to excel in a fast-paced, dynamic setting.

What We Offer:

  • Equity grants in a rapidly expanding company.
  • A diverse team with members from over 40 nationalities.
  • Comprehensive Learning & Development opportunities.
  • Generous vacation policy and company holidays.
  • Support for new parents through equity grants.
  • Access to fitness facilities.
  • Meal and transportation allowances, along with medical coverage.
  • Family leave programs offering substantial paid leave for primary and secondary caregivers.

Our Values:

Collaboration: We embrace diverse perspectives to foster growth and innovation.

Customer-Centricity: We empower our clients to succeed, focusing on sustainable outcomes.

Exploration: We are driven by curiosity and creativity, always seeking new ways to innovate.

Make is committed to fostering an inclusive environment and is an equal opportunity employer. We celebrate diversity and are dedicated to creating a workplace free from discrimination and harassment.

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