Customer Success Manager – Operations

📋 Description

• Develop a robust support framework to deliver comprehensive product assistance to customers, resellers, partners, and pilots, aimed at ensuring satisfaction, troubleshooting, and reducing support requests.

• Establish and oversee a self-sustaining customer success system that actively addresses customer needs, enhances overall satisfaction and loyalty, while also effectively managing exceptional use cases.

• Foster and maintain strong customer relationships to boost loyalty and retention.

• Provide product training and education to maximize customer value.

• Collaborate with internal and external stakeholders to ensure efficient and high-quality service delivery.

• Supervise customer operations, from booking through to delivery, ensuring excellence and satisfaction with the support of both internal and external team members.

• Manage data acquisition, which includes expanding the drone pilot network and negotiating pricing.

• Project manage field operations, promptly addressing issues while maintaining customer communication.

• Coordinate legal, HSSE (health, safety, security & environment), logistical, and scheduling elements for efficient project execution.

• Leverage organizational skills to simultaneously manage multiple functions and projects.

• Identify process gaps and streamline workflows to achieve operational excellence.

• Create a structured onboarding process for customers to ensure smooth transitions and successful adoption.

• Anticipate risks and implement mitigation strategies to minimize disruptions.

• Become proficient in Sitemark products and provide support to both internal and external stakeholders, assisting them with product usage and optimization.

⛳️ Requirements

• Bachelor's degree or higher in a relevant discipline.

• At least two years of experience in fast-paced operational environments.

• Quick learner with strong decision-making and problem-solving skills.

• Outstanding planning, scheduling, and stakeholder management capabilities.

• Ability to work both independently and collaboratively within team settings.

• Proactive attitude focused on process enhancements.

• Business and technology savvy, keeping abreast of industry trends.

• Analytical abilities for data interpretation and insights.

• Persuasive communication style when interacting with diverse stakeholders.

• Familiarity with customer relationship management software.

• Strong interpersonal skills and a keen attention to detail.

• Nice to Haves: Experience in photogrammetry, Lidar, and UAV operations.

• Knowledge of the solar industry and its regulations.

• Experience in customer success management.

🏝️ Benefits

• Exciting role with ongoing learning opportunities.

• Impactful position in a fast-paced, globally-oriented tech company.

• Competitive salary package along with appealing benefits.

• Collaborative and positive work atmosphere.

• Flexible home working policy for enhanced work-life balance.