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Senior Customer Success Operations Executive
hace 3 semanas
Series B SaaS & international team
Work 100% remote
1:1 Coaching sessions & Sales Enablement
**About CloudTalk**
Powered by a January 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue.
CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel and Revolut to big players like Nokia and Pipedrive. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place.
CloudTalk is on a mission to create a unified ecosystem for sales and customer service teams' communication where every professional can engage in more productive and meaningful conversations.
**The Challenge Ahead**
The Senior Customer Success Operations Executive will be a key member of our global Customer Success Team spread across Europe, the US, and Asia and will be responsible for the onboarding, service automation, and consulting for our digital portfolio of 200 clients (350-500 MRR) globally. The primary focus of this role is to improve customers’ engagement and adoption of CloudTalk, resulting in successful renewals and expansion.
This role is a great new challenge for a customer-centric professional with the drive to understand and proactively prevent technical roadblocks in the high-velocity B2B SaaS space.
**What's in it for you**:
- Product: Be part of building the #1 AI business calling software and leverage our AI technologies to help businesses connect with their customers.
- Growth: Take on challenges, make progress, and have a shot at progressing into other key roles at CloudTalk in Product, Marketing, and elsewhere
- Community: Step into a vibrant, global community of CloudTalkers. You'll have the opportunity to regularly meet both in-person and online.
- Have a front-row seat for CloudTalk’s journey to $100m ARR
**What you will work on**:
- Set new customers up for success by developing and implementing automated onboarding, having mapped the customer journey.
- Stay in touch with portfolio customers through a scalable 1:many approach, tapping into upcoming opportunities and preventing roadblocks, keeping in mind renewal timelines. Create automated sequences, implement Gen AI where relevant.- Interpret product usage data using Zendesk and Velaris to proactively drive outcomes.
- Act as a product expert, guiding customers through advanced features and workflows, showcasing product value effectively. Stay familiar with the product roadmap and utilize it to drive customer growth. Link product capabilities to ROI.
- Handle renewal & upgrade inquiries, developing automated solutions where possible. Work closely with the product team to identify and implement self-service features.
- Contribute to the aggregation of feature requests by categorizing & labeling customer conversations. Quantify product ideas by criticality, frequency, and customer size.
**What makes you a great fit**:
- Excellent problem-solving and analytical skills with strong data fluency and an ability to drive outcomes through scalable methods. Ability to understand data through Excel/Sheets/BI dashboards.
- Technical aptitude enabling deep product understanding with a product-first mindset.
- Understanding of the business calling industry and software. Business acumen to identify opportunities to advocate for higher tier plans.
- Experience in a client services, onboarding, or customer success role. Having used Zendesk, Custify, Planhat, Velaris, or Hubspot.
- Fluency in English + additional language is a plus.
**Why you will love to be a CloudTalker**:
Growth:
1-1 Coaching sessions with our resident communications advisor
Leaders Academy & Learning and Development Budget
Flexibility:
Unlimited Paid Time Off
️Volunteering Days
Flexible working hours
Home office budget
MacBook for work
Well-being:
Recharge Fridays once per quarter
️Fitness Allowance
Connectedness:
Referral bonuses
Virtual & physical team buildings
Company merchandise
**What to expect from our hiring process**:
- Intro call with Alena, our TA Specialist
- Interview with Tomas, our Head of Customer Success
- Case Study Presentation
- Call with Interim VP CX
- Culture Call and Offer
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