"use strict";(self.webpackChunk_toloka_portal_gatsby_renderer=self.webpackChunk_toloka_portal_gatsby_renderer||[]).push([[4324],{42976:function(e,t,i){i.r(t),i.d(t,{frontmatter:function(){return d},default:function(){return u}});var s=i(51512),n=i(86008),r=i(53370),o=i(37848),a=i(46237),l=i(84401),c=i(85893),d={slug:"careers/customer-success-operations-manager",title:"Customer Success Operations Manager",text:["USA / Canada / Europe / Israel (remote work)"],readMore:"Learn more",category:"Corporate Functions"};function u(e){var t=e.data;return(0,c.jsx)(o.t,{data:t,currentSlug:d.slug,formLink:"/careers-csom-apply",children:(0,c.jsxs)(n.v,{toc:[{url:"#company",title:"Company"},{url:"#team",title:"Team"},{url:"#role",title:"Role"},{url:"#responsibilities",title:"Responsibilities"},{url:"#whoyouare",title:"Who you are"},{url:"#qualification",title:"Qualifications"},{url:"#preferred",title:"Preferred"},{url:"#benefits",title:"Benefits"},{url:"#apply",title:"Apply"}],title:d.title,text:d.text,form:(0,c.jsx)(r.u,{title:"Ready to apply?",button:{view:"action",text:"Apply now",size:"l",type:"link",url:"/careers-csom-apply"}}),backLink:{text:"Back to careers",iconPosition:"left",href:"/careers"},children:[(0,c.jsx)(a.D,{level:2,styleAs:4,id:"company",children:"Company"}),(0,c.jsx)("p",{children:"Toloka is a crowdsourcing platform that unites millions of people around the world who collect and process data to deliver superior data solutions for our global customers."}),(0,c.jsx)("p",{children:"Crowdsourcing is used to collect and annotate high-quality data (voice, text, image, or video) used in machine learning, research, testing, technical support, and moderation. Toloka’s crowd-labeled data is the core input for our customers across the areas of driverless vehicles, IT, e-commerce, online marketplaces, banks, manufacturing, and retail as well as other industries."}),(0,c.jsx)(s.w,{offset:24}),(0,c.jsx)(a.D,{level:2,styleAs:4,id:"team",children:"Team Description"}),(0,c.jsx)("p",{children:"Our Customer Experience team is responsible for delivering the appropriate experience to the users of our product. The team is focused on shortening the path to value for first-time users and maximizing retention as well as expanding product usage by our existing clients. Depending on the customer profile, we deploy Customer Support, Customer Success, and Account Management resources to help our users on their journey."}),(0,c.jsx)(s.w,{offset:24}),(0,c.jsx)(a.D,{level:2,styleAs:4,id:"role",children:"Role Description"}),(0,c.jsx)("p",{children:"We’re looking for a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. In this role, you will act as a trusted partner to Customer Success and Technical Services leaders and define and measure customer success objectives and customer experience strategy. A core part of this role will be to develop and scale the operational foundation and systems to drive the efficiency and performance of our teams."}),(0,c.jsx)("p",{children:"We are looking for an energetic candidate who wants to dive into our customer retention, adoption, and health metrics, and who will derive value from setting up and scaling our operational foundation, systems, metrics, and processes."}),(0,c.jsx)(s.w,{offset:24}),(0,c.jsx)(a.D,{level:2,styleAs:4,id:"responsibilities",children:"Responsibilities"}),(0,c.jsx)("p",{children:"Data"}),(0,c.jsxs)("ul",{children:[(0,c.jsx)("li",{children:"Reporting: Manage renewal and upsell forecast cadence to drive accurate reporting to executives on past results and forecasts. Develop customer experience and customer health dashboards to drive decision making"}),(0,c.jsx)("li",{children:"Analysis: Track leading indicators of retention, renewals management, adoption, utilization, NPS. Develop analytical insights that drive recommendations for action around risk mitigation"}),(0,c.jsx)("li",{children:"Forecasting: Develop analytical forecasts for account health and renewal based on transactional and behavioral patterns. Own forecast for headcount for capacity planning"}),(0,c.jsx)("li",{children:"Operational data management: Own end to end data management post sale"})]}),(0,c.jsx)("p",{children:"Processes"}),(0,c.jsxs)("ul",{children:[(0,c.jsx)("li",{children:"Process Management: Provide project leadership to implement new software solutions, train the team on new CS technologies, and drive adoption of solutions"}),(0,c.jsx)("li",{children:"Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score. Own the NPS survey programs supported by CS leadership"}),(0,c.jsx)("li",{children:"External Communications: Coordinate with One-to-Many Communications lead to synchronize email outreaches with CSM touch points"}),(0,c.jsx)("li",{children:"CS Org Team support: Define systems and processes that drive productivity, efficiency, and visibility across the entire Customer Success Organization"}),(0,c.jsx)("li",{children:"Risk Management: Detect early signals of at-risk adoption & renewals, design playbooks for CSMs to address them, and provide path to escalation"}),(0,c.jsx)("li",{children:"Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal, upsell and adoption targets and deliver on customers’ needs. Work cross-functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes"})]}),(0,c.jsx)("p",{children:"Systems"}),(0,c.jsxs)("ul",{children:[(0,c.jsx)("li",{children:"Software management: Act as team expert on software applications, helping select applications and then onboard, manage and configure systems to meet the needs of the business. 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