Senior Customer Success Operations Executive, Cloudtalk
Business calling software
Job no longer available
Business calling software
101-200 employees
Job no longer available
101-200 employees
Company mission
To help companies around the world radically expand their contact centers’ capabilities.
Role
Who you are
- This role is a great new challenge for a customer-centric professional with the drive to understand and proactively prevent technical roadblocks in the high-velocity B2B SaaS space
- 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 + additional language is a plus
What the job involves
- The Senior Customer Success Operations Executive will be a key member of our global Customer Success Team spread across Europe, the US, and Asia and will be responsible for the onboarding, service automation and consulting for our digital portfolio of 200 clients (350-500 MRR) globally
- The primary focus of this role is to improve customers’ engagement and adoption of CloudTalk, resulting in successful renewals and expansion
- 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
Application process
- Intro call with Alena, our TA Specialist
- Interview with Tomas, our Head of Customer Success
- Case Study Presentation
- Call with Interim VP CX
- Culture Call and Offer
Our take
Solvakian startup CloudTalk was founded in 2018 to provide cloud telephone services to call centers. Its ‘virtual phone suite’ is designed to encompass all the needs of a growing business, and integrates CRMs and support tools, saving customers valuable time.
What makes the company stand out is the fact it has created its own infrastructure rather than relying on third-party vendors. Its offering has been well-received, and CloudTalk has capitalised on the changing communication needs of businesses in the last few years as it utilises past funds to further develop its software.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jan 2024
$22.6m
SERIES B
Feb 2021
$6.8m
SERIES A
Total funding: $30.9m
Company benefits
- Unlimited Paid Time off
- Work fully remote
- Flexible working hours
- Referral bonus
- Quarterly bonuses depending on the performance of the company
- Multisport benefit card 🇪🇺
Company HQ
SoHo, New York, NY
Leadership
Martin Malych
(Co-founder & CEO)Previously Technology Leader and Managing Partner at Adbee digital, and Digital Head Developer at Elite Solutions/VML Slovakia.
Viktor Vanek
(Co-founder)Previously a System Administrator at Elite Solutions, and a System specialist at GSM-R Network.
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