San Francisco or Remote | Operations

Description

Why Join?

Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Founded by Swapnil Jain, Akash Singh, and Sharath Keshava Narayana in 2017, Observe.AI is led with action and innovation, a customer first mindset, and a culture of transparency. 

Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, Tripadvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India. 

Your Mission:

As Customer Success Operations Manager, you will drive the effectiveness and efficiency of the Customer Success team.  Reporting to the Director of Customer Success Ops, you will be a strategic partner for the CSM, Onboarding and Technical Support teams for all operational initiatives.  You will help formalize and scale post-sales processes, maintain data governance, and gather system requirements to implement on Observe.AI’s customer data platform ChurnZero. You thrive in ambiguity and enjoy solving challenges that haven’t been solved before bringing your deep customer empathy to Observe.AI.

 

You Can Expect To: 

  • Build and drive programs focused on providing delivery excellence, reducing churn and identifying customer pain points
  • Help design, build, implement and administer systems that drive productivity, efficiency and visibility for the CS team through tooling: 
    • Customer Platform - ChurnZero
    • Knowledge Management - Confluence
    • Learning Management System (Success onboarding + Customer academy)
    • Professional Services Time Tracking 
  • Review current company tech stacks and take ownership as business owner, integrator and administrator on behalf of CS
    • Salesforce - CRM
    • SAASOptics - Renewals / Invoices
    • Hubspot - Marketing 
    • Mixpanel / Full Story - Digital Experience
    • Lead all Success data, analytics and reporting needs
    • Reporting (Renewal Revenue, Bookings, Retention Rate, Customer Health, Support Tickets, Top15 Customer Reviews, ChurnZero Adoption)
    • Tooling (i.e. Google Data Studio, ChurnZero, Zendesk Explore) 
  • Become a technical advisor for the CSM, Implementation, and Technical Support teams
  • Partner with Product Ops, Sales Ops, Marketing Ops and help lead cross functional projects and meetings
  • Become a liaison with Engineering to ensure integrations and customer alerts are built and maintained

 

Who You Are:

  • 3+ years as an Sales/Success Operations lead on a B2B SaaS Customer Success team
  • 4+ years experience in SaaS Customer Success
  • Experience with Customer Success tools (i.e. ChurnZero, Gainsight, Vitality, Qualtrics) 
  • Strong analytics, operational, program and project management foundation
  • Working technical knowledge of SaaS applications, cloud integrations and architecture
  • A proven track record of aligning processes and systems to maintain a world-class customer experience
  • Strong listening skills; open to input from other team members and departments
  • Passion for designing processes that scale and customer-focused
  • Experience with Revenue Ops / Forecasting

 

Preferred If You Have:

  • Experience with Data modeling / Analytics / Reporting / Metrics  tools (i.e Looker, ChartIO, Zendesk Explore, MixPanel)
  • Experience with Sales CRM tools (i.e. Salesforce, Pegasystems, Oracle)
  • Experience with Marketing / Digital Experience tools (i.e. Hubspot, FullStory)
  • Experience with Time Tracking tools (i.e. Mavenlink, OpenAir, Harvest)
  • Experience with LMS / Academy tools (i.e. Docebo, Workramp, Highspot, Skilljar)
  • Experience with Customer Support tools (i.e. Zendesk, Freshdesk, PagerDuty, GetFeedback)
  • Understand the CCaaS industry and how to balance contact center practices with modern technology 
  • Ability to build strong trusting relationships with Customer Success Managers and onboarding team members

 

Benefits:

  • Excellent medical, dental, and vision insurance options
  • Generous vacation and parental leave policies
  • 401K plan to save for your future
  • WFH and lunch stipend to set you up for success during COVID-19
  • Fun events to build culture across the organization (virtual during COVID-19)
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