Quantum Machines · 18 hours ago
Customer Success Operation Manager
Boston, MA
Full-time
Remote
Senior Level
7+ years exp
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Responsibilities
Design, implement, and optimize processes and workflows to improve the efficiency of the Customer Success team
Develop and maintain documentation for processes and procedures
Identify and eliminate bottlenecks within the customer success lifecycle
Administer Customer Success tools and platforms, ensuring they are effectively utilized by the team
Evaluate and implement new tools and technologies to support customer success initiatives
Train team members on the use of tools and ensure best practices are followed
Develop and maintain dashboards and reports to provide insights into customer health, adoption, and engagement
Analyze customer data to identify trends, risks, and opportunities for improvement
Provide actionable insights to the Customer Success team to drive customer retention and growth
Define and track key performance indicators (KPIs) for the Customer Success team
Conduct regular performance reviews and provide recommendations for improvement
Work with Customer Success Managers to set goals and measure outcomes
Collaborate with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer journey
Act as a liaison between Customer Success and other departments to communicate customer feedback and drive product improvements
Participate in cross-functional projects and initiatives to enhance the overall customer experience
Qualification
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Required
Bachelor's degree in Business Administration, Economics, Industrial engineering.
At least 7 years of proven experience as a customer success manager and or customer success operations in global startups.
Managerial role, with a track record of building from scratch global customer success teams.
Strong analytical and data interpretation skills to analyze customer success metrics and drive insights.
Expertise in process development, optimization, and continuous improvement methodologies.
Proficiency in using CRM systems, customer success software, and other relevant tools.
High level of attention to detail and accuracy.
Strong project management skills with the ability to manage multiple projects simultaneously and meet deadlines.
Excellent written and verbal communication skills, with the ability to present data and insights effectively.
Strong problem-solving skills to address challenges and develop innovative solutions.
Deep understanding of customer needs and a passion for delivering exceptional customer experiences.
Strong collaboration skills to work effectively with cross-functional & global teams.
Flexibility and adaptability to work in a fast-paced, changing environment.
Preferred
MBA or Technological degree.
Multidisciplinary (HW/SW) work experience.
Familiarity with data analysis tools and software (e.g., Excel, SQL, BI tools).
Company
Quantum Machines
Quantum Machines is a start-up developing control systems for quantum computers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$93MKey Investors
Meron CapitalQualcomm VenturesRed Dot Capital Partners
2022-07-01Series B· $20M
2021-10-26Series B· undefined
2021-09-05Series B· $50M
Leadership Team
Itamar Sivan
Co-founder & CEO
Yonatan Cohen
CTO
Company data provided by crunchbase
