Customer Success Operation Manager

Description

Quantum Machines is a global leader in control systems for quantum computing, a field on the verge of exponential growth. Our innovative hardware and software mark a groundbreaking approach in quantum computer control, scaling from individual qubits to expansive arrays of thousands.  

At the core of QM lies a passionate and ambitious team committed to reshaping the construction and operation of quantum computers.   

Our work is fueled by a deep understanding of customer needs, driving us to deliver unparalleled solutions in this revolutionary field.  

We are looking for a highly experienced Customer Success Operation Manager who embodies ambition and positivity. Someone who can passionately take ownership of their responsibilities, collaborating effectively with remote teams to not only meet but exceed our objectives and fulfill the evolving needs of our expanding customer base.   

As a Customer Success Operations Manager, you will play a critical role in ensuring the smooth operation and scalability of our Customer Success team. You will be responsible for implementing and managing the tools, processes, and analytics that drive our customer success initiatives. This role requires a mix of strategic thinking, analytical skills, and operational expertise. 

 Key Responsibilities: 

Operational Efficiency: 

• 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

Tool Management: 

• 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

Data Analysis & Reporting: 

• 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

Performance Tracking: 

• 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

Cross-Functional Collaboration: 

• 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

 Key Requirements: 

• Educational Background- Degree: Bachelor's degree in Business Administration, Economics, Industrial engineering. An MBA or Technological degree is an advantage 
• 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 - advantage   
• Multidisciplinary (HW/SW) work experience is preferred 
• Strong analytical and data interpretation skills to analyze customer success metrics and drive insights 
• Expertise in process development, optimization, and continuous improvement methodologies 
• Technical Proficiency: Proficiency in using CRM systems, customer success software, and other relevant tools. Familiarity with data analysis tools and software (e.g., Excel, SQL, BI tools) is a plus 
• Attention to Detail: High level of attention to detail and accuracy 
• Project Management: Strong project management skills with the ability to manage multiple projects simultaneously and meet deadlines 
• Communication Skills: Excellent written and verbal communication skills, with the ability to present data and insights effectively 
• Problem-Solving: Strong problem-solving skills to address challenges and develop innovative solutions 
• Customer-Centric Mindset: Deep understanding of customer needs and a passion for delivering exceptional customer experiences 
• Strong collaboration skills to work effectively with cross-functional & global teams 
• Adaptability: Flexibility and adaptability to work in a fast-paced, changing environment