Customer Success and Operations Manager
3 weeks ago
Job Title:
Customer Success
and Operations Manager
Company:
Sonde Health
Location
:
Can be based anywhere in the US
Job description
Sonde Health is the global leader in voice-based health tracking and data insights. Sondes vocal biomarker API/SDK serves enterprise apps and devices spanning consumer wellness to population health. Leveraging a best-in-class voice data set and clinical research with over 1.2 million samples from 85,000+ individuals on four continents, Sonde uses advanced audio signal processing, speech science, and AI/machine learning to sense and analyze subtle vocal changes due to changes in a persons physiology to provide key insights into health and well-being.
We are seeking a dynamic and experienced Customer Success and Operations Manager to join our team. This person will manage enterprise-level partner relationships, offering a blend of product and commercial support throughout the partner lifecycle. The ideal candidate will be responsible for ensuring seamless product integrations and successful launches, as well as driving long-term value for both Sonde and our enterprise customers. If successful, this person will play a pivotal role in how Sonde maintains and expands revenue per customer.
Key responsibilities
1. Partnership Management
Serve as the primary point of contact for enterprise partners post-contract, ensuring a smooth transition from sales to operations
Lead the successful integration of our products onto partner platforms, coordinating with technical teams to ensure timely and effective implementation
Manage and strengthen partner relationships, identifying opportunities for growth and addressing challenges proactively
2. Customer Success
Conduct regular meetings with partners to deliver updates on partnership metrics, discuss feedback, and drive continuous improvement
Monitor and maximize partner satisfaction, taking the lead in resolving any issues and ensuring a high level of partner engagement
Gain a deep understanding of partner objectives and align them with our solutions
Develop strategies to extend and expand commercial relationships, identifying upsell and cross-sell opportunities
3. Product Management
Coordinate internal resources, including technical and product teams, to meet partner requirements and delivery schedules
Prioritize product features and enhancements based on enterprise customer feedback and market trends
Ensure that all partner-related activities comply with company policies and procedures
4. Operations
Establish a feedback loop with partners, gathering insights to continuously refine products and services
Collaborate with internal and external teams on project planning and execution, ensuring partner expectations are met
Monitor integration progress and find ways of improving Sondes value delivery
Prepare and present regular reports on partnership performance, including achievement of KPIs and ROI
5. Team Collaboration
Collaborate with sales, marketing, product, engineering, data science and other technical teams to align strategies and optimize partner success
Act as a liaison between partners and internal teams, ensuring clear communication and alignment of objectives
Skills
Hands on
,
pragmatic
with an ability to simply get things done
Excellent verbal and written communication skills
Strong determination and excels at problem solving
Analytical mindset with the ability to translate partner needs into actionable insights
Strong organizational skills and can manage multiple projects and deadlines
Ability to work independently and collaboratively to drive project completion
Comfortable working in a fast-paced and dynamic environmen
t
Qualifications
Bachelors degree in business, marketing, engineering, or a related field
Minimum of 5 years of experience in customer success, account management, or a related role, preferably in a technology or SaaS environment
Proven ability to build and maintain relationships with clients and cross-functional teams
Strong technical acumen with the ability to grasp complex product solutions and explain their value to partners
Benefits
Competitive salary and performance-based bonuses
Excellent health, dental, and vision insurance
Retirement savings plan
Generous vacation and leave policies
Opportunities for professional growth and development
Why join Sonde Health
By joining Sonde Health as a
Customer Success and Operations Manager , you are stepping into a role that is essential for our partners and our company's continued growth. You will be the linchpin in maintaining robust partner relationships, driving partner satisfaction, and fostering the ongoing enhancement of our innovative products. Your commitment to exceptional service will be instrumental in our mission to empower individuals to take charge of their health and wellbeing and positively impact their lives with our technology.
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Customer Success and Operations Manager
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