What are the responsibilities and job description for the Customer Experience Manager at Operix position at Operix?
Job Description
As a Customer Success Manager at Operix, you will be responsible for driving customer satisfaction, engagement, and retention. This role requires a strong understanding of customer success workflows, methodologies, and best practices. You will work across all Operix customers to ensure they are successfully adopting our software, maximizing its value, and achieving their business goals.
Key Responsibilities:
- Monitor customer health and engagement to ensure customers are fully utilizing the platform.
- Conduct periodic check-ins and facilitate communication with customers to understand their needs and gather feedback.
Success Enablement:
- Develop resources, best practices, and processes to help customers succeed with the software.
- Educate customers on features, updates, and use cases to drive adoption and value realization.
Collaboration with Teams:
- Partner with the implementation team to ensure a seamless transition from onboarding to ongoing success.
- Work closely with support, professional services, product, and engineering teams to address customer challenges and advocate for customer needs in product development.
Retention and Growth:
- Identify at-risk customers and develop strategies to re-engage and address their concerns.
- Collaborate with sales on upsell and expansion opportunities by identifying customers who could benefit from additional products or services.
Customer Insights:
- Track and analyze customer success metrics to identify trends, opportunities, and areas for improvement.
- Use customer feedback to inform strategies that enhance the overall customer experience.
Requirements:
- A minimum of 2 years' experience in a customer success role within a SaaS or software environment.
- A strong understanding of customer success workflows, methodologies, and best practices.
- Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels on a proactive basis.
- An analytical mindset with the ability to leverage data to inform decisions and strategies.
- Self-motivated and proactive, with a strong focus on customer outcomes.
