SciNote Customer Success Operations Manager
(Ljubljana, Slovenia, or USA)
SciNote LLC is looking for a Customer Success Operations Manager to join an international team of scientists, software developers and creative thinkers. This is a full-time position based in Ljubljana, Slovenia, or USA (remote).
You will be joining an established Customer success team, dedicated to supporting customers’ needs and goals. With the increasing number of customers and team members we feel the need to empower our Customer Success team. We would like to provide them with the necessary data inputs for them to be able to develop long lasting relationships and make our customers fans of SciNote. You will be working alongside our Customer Success team of 6 people, helping them improve their KPI’s and efficiency.
SciNote’s customer success team is the top-rated team in our field and in our niche. If you are interested to help where help matters, and you want to help scientists, we’d be happy to receive your application.
About us
We are a leading SaaS (software as a service) company, operating in the laboratory digitalization field.
Our product SciNote ELN is a digital tool for managing scientific and industrial research, which helps laboratories around the world become more organized and efficient in their everyday operations. Our primary customer segment is life technologies, however we do have customers from other fields of work as well, as our product is quite general in nature.
SciNote saves researchers time & money, helps them manage their knowledge, contributes to greater scientific and research output, and digitizes the research process. Our top-rated solution is used by academic, industry and governmental research organizations all around the world.
Our team is a group of passionate, innovative, and hard-working individuals, connected by common values and purpose to help the world benefit the most from science and research. In challenging times such as the COVID-19 pandemic, we are proud to be part of the solution through which science can work together and help the world overcome these turbulent times.
Customer Success Operations Manager
Key Responsibilities:
- Driving projects regarding Customer Health, risk, adoption trends, downsize trends, churn, upsell, and other customer success efforts.
- Support the optimizations of processes, programs, and tools to improve the team’s efficiency.
- Defining scalable processes for 1 to many interactions.
- Developing key reports dashboards for use by the executive team for reflecting the activities and metrics within customer success.
- Use data to identify at-risk accounts and create playbooks for CSM to follow.
- Implementing and monitoring the CS software activities.
- Gain and maintain a strong knowledge of our product and services.
- Creating the timing, content, and touch points for CSMs to drive optimal adoption.
- Working closely with other department’s representatives to understand team and customer needs.
- Manage training content and materials.
Requirements:
- Experience working with a Customer Success software and CRM software (e.g. Strikedeck, Gainsight, Churnzero, HubSpot..).
- Experience with project management.
- Affinity for defining processes that scale.
- Excellent data and analytical skills.
- Experience with data manipulation and creation of reports from multiple resources.
- Excellent interpersonal and communication (verbal and written) skills.
- Passion and care for technology, software, processes, and improving user experience.
- Efficiency, good time management and prioritization.
- Collaboration skills for working with different departments and customers.
- Excellent English knowledge.
Optional experience and skills:
- Work experience in SaaS business, specifically in customer success.
- Tech Savy.
- Background in life science.
What we offer:
- Opportunity to work in one of the most promising industries that is growing exponentially
- A permanent, full-time job position located in Ljubljana, Slovenia or USA remote.
- Access to a flex-time policy that allows employees to work based on a flexible work schedule and work-from-home (even when there isn’t a pandemic)
- Occasional opportunities to travel internationally
- Great company culture, with a young, passionate and diverse team
- Continuous mentorship, education and growth – our company encourages innovation and employee involvement on all levels
- Opportunities for promotion and career-building
- After work curriculum that includes company trips, travelogues, yoga classes and game nights
