Position: Customer Success Operations Manager
Company: iDeals
Category: Sales
Experience required: 2y
English level: upper
Published: 2022-09-01T00:00:00+03:00

Hi!

iDeals — is a product company recognized as the most highly rated and customer-centric in a secure business collaboration market. With more than 700,000 users from 150,000 companies all over the world (mostly in the US and Europe), we are on a mission to build the most robust Virtual Data Room solution that ensures secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

Currently, we are looking for a Customer Success Operations Manager, who will be supporting an international CSM team with the tools and processes they need to be efficient and effective; advocate for customer success across functions as a key to company mission.


**WHAT YOU WILL BE DOING:**
- Being the 1st line of support to leadership or CSM who locate CRM/product/data analytics issues; trouble shooting issues, escalating for further fix, tracking progress and communicating status to all stakeholders.
- Supporting weekly CSM meetings with latest data and insight with focus on the most important issues that could benefit from the intelligence of the group, holding risk meetings with CSM.
- Managing cross functional projects to improve internal processes.
- Monitoring new customers signed: tracking new client handover process, - --- CSM assignment and CRM enrichment processes.
- Constant development of churn prediction, advocacy / upsell / cross sell opportunities identification by regularly gathering insights and best practices from CSM.
- Designing guides and playbooks for CSM to address potential churn, early at-risk renewals, negative feedback, low adoption and engagement etc.
- Constant development of Customer Engagement Processes by determining the timing and content of touchpoints for CSMs along the customer journey to drive optimal adoption and high NPS
- CSM software (Gainsight CRM) administration and optimization
Tracking leading indicators of renewals and upsell, analyze them to understand what’s going well and what’s not
- Reporting to Regional CS Team Leads on CSM workload distribution, CSM operational metrics, data about top customers at risk, red/yellow flags from CSM system, forecasting hiring needs for Regional CS Team Leads
Organizing 1:Many email outreaches, synchronizing them with other CSM touch points.
- Managing Customer Feedback gathering, coordinating feedback gathering through customer journey and CSM touch points. Communicating results
Refining customer tiering approach, reporting to CS Ops Lead on customer tiering, Renewal forecast and Customer Engagement
- Regularly gathering feedback from CSM team via 1-1 sessions and surveying; implementing feedback by constantly improving, optimizing and automating CSM processes.
- Developing dashboards on key metrics, processes, risks for leadership and CSM team. Reporting on results
- Recommending strategic improvements to a business model.


**WHAT YOU SHOULD HAVE:**
- Strong Upper-intermediate level of English (B2-C1)
- Advanced user of Google Sheets, Docs, Slides, Forms and experience administrating a CRM (Gainsight experience is a huge plus)
- Critical thinking and systematic approach to work with a focus on high-quality standards
- Excellent verbal, written and interpersonal communication skills
- High level of learning skills (working with a significant amount of information)


**WE OFFER**
- iDeals Wellness Package: for medical insurance and health-related activities
- Mental Health Support Package
- Paid vacation of 20 business days, sick days, days off, and paid national holidays
- Paid family leave of up to 4 weeks
- Paid pregnancy disability leave of up to 5 months
- Paid Sabbatical Leave
- Unlimited learning and development opportunities
- Professional and self-development books and subscription services compensation
- Sponsorship of participation in inspiration events, conferences, meetups
- Obtain company’s support if you decide to become a speaker or writer
- Reimbursement of participation in sport competitions
- International team-building activities
- Support with organization workplace at home. Provided budget for home-office setup.
- Reimbursement of coworking space expenses
- Internal growth policies
- Regular performance and salary reviews
- iDeals Suprise Boxes from the People Experience
- Excellence, Care, Trust, Collaboration, and Commitment are core values to the iDeals team