Senior Customer Success Operations Executive

Summary

Join CloudTalk, a Series B SaaS company, as a Senior Customer Success Operations Executive and play a key role in our global Customer Success Team. You will be responsible for onboarding, service automation, and consulting for our digital portfolio of 200 clients. The primary focus is improving customer engagement and adoption of CloudTalk, leading to successful renewals and expansion. This role requires excellent problem-solving and analytical skills, technical aptitude, and experience in client services or customer success. CloudTalk offers a 100% remote work environment, along with various benefits including unlimited paid time off, flexible working hours, and professional development opportunities. Be part of a vibrant, global community and contribute to CloudTalk's journey to $100m ARR!

Requirements

• Excellent problem-solving and analytical skills with strong data fluency and an ability to drive outcomes through scalable methods. Ability to understand data through Excel/Sheets/BI dashboards
• Technical aptitude enabling deep product understanding with a product-first mindset
• Understanding of the business calling industry and software. Business acumen to identify opportunities to advocate for higher tier plans
• Experience in a client services, onboarding or customer success role. Having used Zendesk, Custify, Planhat, Velaris or Hubspot
• Fluency in English

Responsibilities

• Set new customers up for success by developing and implementing automated onboarding, having mapped the customer journey
• Stay in touch with portfolio customers through a scalable 1:many approach, tapping into upcoming opportunities and preventing roadblocks, keeping in mind renewal timelines. Create automated sequences, implement Gen AI where relevant
• Interpret product usage data using Zendesk and Velaris to proactively drive outcomes
• Act as a product expert, guiding customers through advanced features and workflows, showcasing product value effectively. Stay familiar with the product roadmap and utilize it to drive customer growth. Link product capabilities to ROI
• Handle renewal & upgrade inquiries, developing automated solutions where possible. Work closely with the product team to identify and implement self-service features
• Contribute to the aggregation of feature requests by categorizing & labeling customer conversations. Quantify product ideas by criticality, frequency and customer size

Preferred Qualifications

Additional language

Benefits

• 1-1 Coaching sessions with our resident communications advisor
• Leaders Academy & Learning and Development Budget
• Unlimited Paid Time Off
• Volunteering Days
• Flexible working hours
• Home office budget
• MacBook for work
• Recharge Fridays once per quarter
• Fitness Allowance
• Referral bonuses
• Virtual & physical team buildings
• Company merchandise