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Job Opening details:-
Company Name :- Go2Andaman
Position Name :- Customer Success Operations & Strategy Lead
Company Location :- San Francisco, CA
Job Category : Management jobs
Full Job Description :-
We’re on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can’t build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.
We’ve been working on this together since 2016, and have customers like Pixar, Headspace, Curology, Match Group, and thousands more on this journey with us. Today, we’re growing fast and excited for new teammates to join us who are the best at what they do. We’re passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.
About The Role:
As a Customer Success Strategy and Operations Lead, you will develop and execute key programs, initiatives, and strategies that drive our customer’s desired outcomes across the customer journey. You will routinely engage with our Customer Success Managers and cross-functional partners to develop a comprehensive vision for CSM excellence within our Enterprise customer segment.
What You’ll Achieve:
Serve as a thought partner and direct resource for the global CS leadership team to help drive data-driven business decisions across our Customer Success teams.
Ensure the CS team has the content, skills and domain knowledge to effectively demonstrate value of our products, features, and solutions.
Drive programs and initiatives for our Customer Success team in order to continually achieve better results in retention, expansion, advocacy and customer experience.
Continuously iterate and improve our customer journey, touchpoints, triggers, and playbooks in order to scale our business offerings.
Collaborate with Sales, Product, and Marketing teams to develop effective enablement resources and programming, including onboarding, product and solutions training, CS methodology training, and new tools enablement and adoption.
Maintain our knowledge-base of learnings and best practices, and create collateral to support our customer communications.
Operationalize key CS metrics and critical business processes such as customer health and engagement, EBRs, risk mitigation, and capacity planning.
Help scale programs that drive advocacy and referrals from our Enterprise customers.
Centralize and standardize customer feedback, insights, risks, and areas of opportunity in order to inform our product roadmap.
Skills You’ll Need to Bring:
7-10+ years of experience building and delivering effective CS programs that have a demonstrable impact on customer lifetime value.
Prior experience developing Customer Success strategies across global teams and varied specializations.
Experience designing and launching large-scale enablement initiatives that involve varied audiences and cross-functional stakeholders.
Ability to analyze data and leverage insights to diagnose and scope problems, implement recommendations, and track success.
Experience with project management that drives ongoing operational rigor.
Experience building curriculum, and designing delivery and assessment mechanisms.
Strong communication and presentation skills, with experience leading virtual and in-person training.
Deep understanding of CS competencies and methodologies.
Comfort with ambiguity, autonomy, and responsibility; you enjoy figuring out what needs to be done and then make it happen. Start-up or growth experience is a must.
Nice to Haves:
You have had success in your current Ops or Strategy role.
You are certified as a Gainsight and SFDC Admin.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Notion.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.
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