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Senior Manager, Customer Success Operations
Company | Flock Safety |
Address | Atlanta, GA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Public Safety |
Expires | 2023-06-17 |
Posted at | 1 year ago |
Who is Flock?
- Flock’s Series E Announcement
- Flock’s Framework
- How To Succeed at Flock Video
- How We Stop Crime and Protect Privacy
- Ethics Center
- Design and maintain an efficient customer support structure for quick and accurate customer issue resolution.
- Partner with the CSM and Sales teams to align on account plans and identify expansion opportunities.
- Develop and maintain strong relationships with key customers to understand their needs, gather feedback, and address any issues or concerns they may have.
- Collaborate with cross-functional teams to ensure successful onboarding, adoption, and expansion of our product offerings.
- Serve as the internal owner and champion of customer success tools like Gainsight.
- Define and track customer success metrics and KPIs, develop and implement strategies to improve them over time.
- Develop and implement operational processes to support Customer Success, including but not limited to, customer onboarding, renewals, upsells, cross-sells, and customer feedback.
- Work closely with the Product team to ensure customer feedback is incorporated into the product roadmap.
- Improve CPQ quoting process for existing customers to ensure timely and accurate renewals.
- Develop and manage customer success processes and workflows to drive operational efficiency, including customer segmentation, playbooks, and metrics reporting.
- Monitor and analyze customer data to identify trends and insights, and use this information to develop and execute strategies that enhance customer engagement, satisfaction, and retention.
- Drive account planning and outreach prioritization across territories and customer groups.
- Proven experience in managing and developing a team of customer success operations professionals.
- Familiarity with customer success metrics and KPIs, such as NRR, GRR, NPS, CSAT, Churn, and LTV.
- Deep understanding of SaaS/subscription business models and customer success best practices.
- Strong analytical skills with the ability to leverage customer data and feedback to identify trends and insights.
- Passion for driving customer satisfaction, retention, and revenue growth through operational excellence.
- 5+ years of experience in Customer Success Operations, Customer Support Operations, or related field in a high-growth technology company.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels.
- Experience working with customer success technology, especially Salesforce & Gainsight
- Strong project management skills with the ability to prioritize, multitask and manage multiple initiatives in a fast-paced environment.
- Strong knowledge of customer support tools and technology.
- Passion for innovation and staying up-to-date with the latest trends and developments in customer success and customer support operations.
- Experience working with high-growth startups.
- Protect the Whole Community
- Do the Work
- Optimism With a Plan
- Embrace Change to Grow
- 94% of our employees recommend working here
- We have an audacious goal of reducing crime in the United States by 25% over the next three years
- We partner with 2100+ cities and 1500+ agencies across the US and process 1.5B+ images a month (we process more images than Instagram 🤯)
- We have raised over $380M in venture capital and are backed by some of the top VCs including a16z, Tiger Global, Meritech and more
- 5% of crimes in the US are solved by Flock and we help to solve ~200 crimes a day
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