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Customer Success Operations Leader
3 months ago
Position: Operations Manager
Salary range: $70,000-$95,000 annually
Reports to: CRO
Key business partners: CEO, Customer Experience Manager(s), Editorial Manager, People & Culture Manager
Minutes Solutions is a rapidly expanding professional minute-taking organization that caters to a diverse global clientele. Our mission is to deliver exceptional, timely, and service-oriented minute-taking solutions, establishing ourselves as the preferred provider for any entity in need of professional minute-taking services.
About the RoleWe are in search of a skilled Operations Manager to oversee our Customer Success team and initiatives, driving enhancements in our processes and technologies to better serve clients across various sectors. This position primarily focuses on leading the Customer Success team at Minutes Solutions, ensuring our clients receive top-notch service and experience through effective collaboration with different departments, stakeholders, and technologies.
This role reports directly to the CRO and encompasses responsibilities such as training, customer satisfaction and retention, data analysis, quality assurance, cross-functional collaboration, and coaching the Customer Success team. We seek an innovative individual who values technology and possesses a strong customer service orientation. The ideal candidate will be adept at refining our customer service practices and managing a remote team effectively.
This is a client-facing role where you will have the opportunity to make a significant impact. The nature of our business is dynamic and deadline-driven, characterized by a high volume of work. Our ideal candidate excels under pressure and has a solid understanding of managing both short- and long-term priorities.
Key Responsibilities:- Strategic Planning: Formulate strategies, update processes and training materials, and coordinate technological advancements to meet Customer Success objectives while aligning customer needs with broader business goals and budgets.
- Team Leadership & Management: Lead, coach, guide, train, manage, and mentor a team of remote customer success professionals. You will also oversee the performance of minute takers with respect and empathy, fostering a positive and collaborative team culture.
- Operations Optimization: Streamline and enhance customer success operations to minimize workload and prepare the team for scalability; oversee our production team of full-time and freelance minute takers to ensure accurate meeting capacity.
- Project Management: Develop procedures and processes to deliver an outstanding customer experience, supervising the minute-taking and customer teams involved in coordinating the production process to ensure timely delivery of high-quality products.
- Customer Satisfaction Management: Oversee the onboarding process throughout the customer lifecycle, building strong relationships to ensure retention and resolving escalated complaints; design or modify training and workflow processes based on feedback to identify areas for improvement.
- Collaboration: Act as the primary liaison for your team with sales, marketing, HR, and IT to ensure a seamless customer experience, inform product development and sales strategies, and develop a comprehensive view of the minute production process, along with any other operational duties as required.
Ideal Candidate Profile:
- A strong, natural leader with a minimum of 5 years of proven management experience.
- Experience in a service-oriented industry and at least 5 years of hands-on experience in customer success, project management, or operations.
- Experience in leading, developing, and training a customer success team in a fast-paced remote work environment is a significant advantage.
- Strong analytical skills for problem-solving, making data-driven decisions, and identifying trends to enhance customer success operations.
- A people-first mindset with the ability to understand customer and employee needs to align operations with business objectives.
- Excellent written and verbal communication skills; an empathetic communicator with a high emotional intelligence who can work independently and collaboratively.
- A critical thinker with a passion for delivering exceptional customer service.
- Ability to prioritize and hold team members accountable for timely service deliveries, with a willingness to assist when necessary.
- A broad understanding of technology, comfortable with evolving technologies and systems; familiarity with CRM software and related business intelligence tools is essential.
- Steadfast resolve and a high degree of personal integrity.
- Knowledge and experience with Airtable and Hubspot are considered a strong asset.
The salary range for this position is $75,000-$100,000 annually, commensurate with experience and skill set. We offer three weeks of paid vacation annually, the flexibility to work 100% remotely with a robust support team, and opportunities for growth within this role.
Application Process:- Complete our written questionnaire.
- 30-minute interview with our People & Culture Manager.
- 1-hour interview with our CEO.
- 1-hour interview with our CRO.
- One final in-person interview with key stakeholders.
We look forward to learning about your experience and how you can contribute to our team.
Minutes Solutions is an Equal Opportunity Employer, committed to a workplace free from discrimination based on age, disability, sex, race, religion or belief, gender, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We actively promote equal opportunity for all with the right mix of talent, skills, and potential.
