Namogoo Published: September 15, 2020
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Herzliya
How many relevant years experience do you require for the role:
More than 3 years

Description

Ever been shopping online and felt that you were misled to another site? Have you ever felt that your personal information was misused or shared without your consent? The Namogoo platform gives back control of the customers’ journey by uncovering and preventing all the hidden factors interacting with e-commerce visitors and ensuring their experience is exactly as they intended. Namogoo is trusted by more than 100 leading brands, including Asics, Argos, Samsonite, Office Depot, and Teva to provide a safe and healthy journey for their millions of customers.

Namogoo is hiring a Customer Success Operations Manager (Maternity Leave Replacement) to drive the effectiveness and efficiency of our Customer Success and Solutions teams. You will report into the VP of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. This position works with multiple departments within the organization in order to ensure the appropriate data flows and processes are put in place to achieve efficiency and reduce churn. The Customer Success Operations manager will be responsible for providing tactical support to the rest of the Success team, helping them improve their KPIs and their efficiency.

What You'll Do
- Reporting: Report to management on past and real-time results, team's KPI's, upcoming renewals and up sells, e.g. mainly through internal dashboards and reports.
- Unified data: Ensure that business, performance and engagement data are flowing into the health score and all internal dashboards providing an accurate view of the customer’s relationship and performance.
- Align with the R&D and product team on the resolution of major cases, manage and prioritize bugs to the Data and R&D teams.
- Coordinate cross-functional processes that help meet POV's, renewal and up sell targets and deliver on customers’ needs, including processes for the Customer Success Managers.

Requirements

- You have 4+ years of experience in pre or post sales or customer success operations.
- Experience tabulating and analyzing data, as well as with presenting key insights in a salient and concise manner.
- Proficiency in developing clear and creative solutions to complex problems, and in prioritizing and managing multiple initiatives simultaneously.
- Excellent written and oral communication skills, including presentation of slides and technical demonstrations.
- Experience creating reports and dashboards using the relevant tools.
- Technical orientation – Web application, HTTP/S, analytical systems.
- Experience working with Tableau or similar data visualization tools.
- Experience with A/B testing tools and methodologies.
- Bachelor’s Degree in relevant field.
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