Customer Success Manager, Project Taara
2 months ago
About the Role
The Customer Success Manager is responsible for ensuring the team is learning and discovering how to scalably deliver value to the customer. This role is based in Mountain View, California, but will involve global travel as Taara is deploying its technology globally.
Key Responsibilities
- Design and build a robust customer success function for Taara, with an obsession about getting it right for the customer and operating with customer-centric principles.
- Establish processes that allow customer support function to scale seamlessly with global growth of Taara's business.
- Generate customer success operational programs, executing a consistent and flawless customer experience.
- Manage and grow a global team of customer success individuals, who are each tasked to support multiple customers and channel partners.
- Develop measurable customer satisfaction metrics and execute for continuous improvement of these metrics.
- Develop a strategic 5-10 year vision and implement tools and processes for 10x scale, aligning key performance indicators, incentives, and metrics to focus on customer success.
- Create listening posts to ingest, store, and organize customer data, and build a customer data platform.
- Leverage the customer data platform to generate data-driven customer insights and convert insights into action.
- Drive data analysis and insights to inform executive decision making, providing frequent and actionable feedback to cross-functional teams including engineering, operations, product, business, and marketing, to drive product innovation, inform technical roadmap, and enable business growth.
- Create operational structures & business cases to measure, monitor, and continuously improve the customer experience.
- Accelerate new customer launches and manage customers end to end.
- Have a keen sense for prioritization and the ability to balance customer focus and their daily needs with the operational complexity of launching new deployments and organizational resource constraints, both internally and with the customer's team.
- Drive data analysis and insights to inform executive decision making.
Requirements
- Masters/MBA or equivalent practical experience.
- Extensive experience in a complex commercial operations role in customer service function ideally in a B2B setting.
- Experience discovering product market fit and scaling a new technology or product and communicating that in a compelling way with a customer-centric mindset ideally in a B2B setting.
- Strong business acumen and operational capabilities with high expectations of quality and integrity.
- Ability to operate effectively with flexibility in a fast-paced, high energy, constantly evolving team environment.
- Success in mentoring and developing cross-functional collaborative teams.
- Analytical thinker with creative problem solving.
- Outstanding interpersonal and communication skills with demonstrated experience influencing senior-level executives and stakeholders to drive organizational and cultural change, internally and externally.
Preferred Qualifications
- Background in telecommunication service industry, particularly in ISP operations and networking operations.
- Experience leading regional or global customer support teams.
- Experience establishing processes needed to scale customer support function in a fast growing, dynamic work environment.
- Proven track record of execution and ability to achieve high levels of customer satisfaction, enabling business growth and operational scale through the early stages of a new product adoption in a non-standard, experimental and iterative way.
About X, the Moonshot Factory
X is a company that doesn't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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