Customer Success Manager
"Customer Success Manager
In the digital age, images are a crucial driving force for large companies, along with effective search and seamless payment. But scaling operations for high coverage, quality, and customer experience can be an expensive and time-consuming challenge.
That's where OCUS comes in. As an AI company, we provide all-in-one solutions that handle professional photography creation, automated quality control and post-production.
Our clients' resounding successes inspire us to aim even higher...Experiencing an increase of over 25% in conversion rates, up to 88% saved images with our QA and editing AI tool, and up to 30% product coverage across apps and websites.
So why wait? Join us today and be a driving force behind the future of imagery!
Process Optimization: Identify and analyze operational bottlenecks and inefficiencies in customer success processes. Collaborate with various departments, including Product, Marketing, and KAM, to implement improvements that enhance customer success outcomes and internal workflows.
Customer Journey Mapping: Develop comprehensive customer journey maps to gain insights into the customer experience at various touchpoints. Utilize this knowledge to improve processes and drive customer satisfaction throughout their lifecycle.
Data Analysis: Leverage data-driven insights to assess customer health, identify trends, and predict customer behavior. Utilize these analytics to recommend data-backed strategies that enhance customer success and overall operational effectiveness.
Customer Onboarding and Adoption: Oversee the smooth onboarding process for new customers, ensuring a well-structured approach that accelerates the adherence to contractual SLAs as well as adoption (adoption is necessary as OCUS utilizes a strategy of spend commitments in its contracts). Collaborate with the Sales and Product teams to align onboarding strategies with customer needs and business objectives.
Operational Reporting: Develop and maintain comprehensive reports and dashboards to track key customer success metrics, operational performance, and customer feedback. Use this data to inform operational decisions and optimize the team's performance.a. Customer Advocacy: Champion the voice of the customer within the organization, advocating for customer needs and ensuring their perspectives are incorporated into operational planning and improvements.
Cross-Functional Alignment: Work closely with KAM, Marketing, Product, and Support teams to ensure seamless communication and alignment of operational strategies that enhance overall customer success
As a vital component of our operations, the Customer Success Management (CSM) team is instrumental in ensuring seamless customer experiences and long-term satisfaction. The team's core mission revolves around optimizing operational efficiency and elevating client-centric strategies. Through a holistic approach, the CSM team collaborates with cross-functional departments to streamline processes, improve customer KPIs, and strengthen our customer-centric approach
What you will bring along
Proven experience in Customer Success, Account Management, or Operations, with a focus on process optimization and data analysis.
Strong analytical skills, with the ability to interpret complex data and translate it into actionable insights.
Excellent project management and organizational skills to drive cross-functional initiatives.
Customer-centric mindset with a passion for delivering operational excellence.
Exceptional communication and interpersonal abilities to foster strong working relationships with internal teams and customers.
Proficiency in using CRM software and customer success platforms.
Continuous improvement mindset, always seeking opportunities to enhance operational effectiveness
Our hiring process
Here's a glimpse into our hiring process, which is designed to help us find the best talent while being fair and accessible:
First, a screening call with our hiring manager
Then a business case that will take no more than three hours to complete. Once you've submitted your work, we'll provide you with feedback during a team review
If we like what we hear, time for the reference check
Lastly, you'll be invited to a culture-fit interview and meet our nerdy AND sweet CEO before extending a (great) offer ;)
We're committed to providing equal opportunities to all candidates. If you have a medical condition or specific needs that require adjustments to our process, please let us know. We want to ensure that you have every chance to succeed, and we'll work with you to make any necessary adjustments.