Care Success Manager

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth. Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator (DNOTM) Cloud, is licensed to telecommunications services providers and supports millions of customers globally. LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Summary Description and Responsibilities: - Customer Success: Drive customer satisfaction by ensuring timely and effective resolution of technical issues. Act as an escalation point for complex or high-impact customer concerns. - Act as the primary point of contact for customers regarding all Support related matters, building trust, understanding their pain points, and ensuring measurable success with our product. - Proactively address customer concerns and guide the product and delivery teams to create solutions that meet the customer's unique challenges. - Design and implement a comprehensive customer success framework for Care Operations, including onboarding, engagement, resolution, and satisfaction, while optimizing processes, tools, and metrics for scalability. - Collaboration: Work closely with product, engineering, and sales teams to ensure a seamless customer experience. Provide feedback on product improvements based on customer insights. - Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities. - Reporting & Analytics: Track and report key support metrics such as response time, resolution rate, and customer satisfaction scores. Present performance updates to senior management. - Operational Excellence: Develop and optimize support processes, workflows, and KPIs to improve efficiency and service quality. - Training & Development: Implement training programs to keep the team updated on product features, troubleshooting techniques, and customer engagement best practices. - Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities. Requirements: - Strong customer service orientation with excellent communication and conflict resolution skills. Have a proven track record of building and scaling customer success programs in a high-growth, technology-focused environment, preferably telecom industry. - Possess exceptional interpersonal and communication skills, with the ability to build trust and articulate complex ideas clearly. - 5+ years in technical support or customer success roles, with deep understanding of L3/L2/L1 support functions. - SaaS Knowledge: Strong understanding of SaaS products, preferably in the customer service or AI/chatbot industry. - Technical Skills: Familiarity with CRM and support tools (e.g., Jira, Zendesk, Service Now, etc) and knowledge of cloud technologies, APIs, and troubleshooting methodologies. - Leadership: Proven ability to manage and inspire technical teams. - Problem-Solving: Analytical mindset with the ability to diagnose and resolve technical issues quickly. - Demonstrate the ability to manage multiple priorities in a fast-paced, evolving environment. - Possess a data-driven mindset with the ability to analyze and interpret customer data to drive decisions. Benefits: - Competitive salary package. - Paid lunch. - Yearly bonus. - Training and workshops. - Truly flexible working hours. About us: At LotusFlare, we attract and keep amazing people by offering two key things: - Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners. - Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software. From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an "experience down" approach, which prioritizes the customer's journey at every stage of development, our Digital Network OperatorTM Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention. With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world. - Website: www.lotusflare.com - LinkedIn: https://www.linkedin.com/company/lotusflare - Twitter: https://twitter.com/lotus_flare