iDealsis a fast-growing product company recognized asthe most highly rated and customer-centricin a secure business collaboration market. With more than 1,000,000 users from 175,000 companies all over the world (mainly in the US and Europe), we are on a mission to build the most robust Virtual Data Room (VDR) solution that ensures secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.
We are currently looking for a Customer Success Operations Manager, who will support 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 the company's 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)
WHAT WE OFFER:
- iDeals Wellness Package: Medical insurance and health-related activities
- Mental Health Support Package
- Paid annual leave, sick leave, days off, and paid national holidays
- 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 the company's support if you decide to become a speaker or writer
- Reimbursement of participation in sports 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
- Generous internal referral program
- iDeals Surprise Boxes from the People Experience
- Excellence, Care, Trust, Collaboration, and Commitment are core values of the iDeals team
Since 2008, iDeals has won the trust of half a million business users. We have supported thousands of customers to run high-value and mission-critical projects, from the cross-border sales of multi-billion-dollar assets to developing revolutionary biotech products. Commitment to excellence has made iDeals the choice of big names and ambitious startups. The growth goes on: the team is g