Customer Success & Operations Manager

Role Overview

• Create a robust support system to provide comprehensive product assistance to customers, resellers, partners and pilots aimed at ensuring satisfaction, troubleshooting, and minimizing support requests.
• Establish and manage a self-sustaining customer success system, actively catering to customer requirements, elevating overall customer satisfaction and loyalty, while also adeptly handling exceptional use cases.
• Build and maintain strong customer relationships to enhance loyalty and retention.
• Deliver product training and education to maximize customer value.
• Coordinate with internal and external stakeholders for efficient and high-quality service delivery.
• Oversee customer operations, from booking to delivery, ensuring excellence and satisfaction with the help of internal and external team members.
• Manage data acquisition, including expanding drone pilot network and negotiating pricing.
• Project manage field operations, addressing issues promptly and maintaining customer communication.
• Coordinate legal, HSSE (health, safety, security & environment), logistical, and scheduling constraints for efficient project execution.
• Utilize organizational skills to manage multiple functions and projects simultaneously.
• Identify process gaps and streamline workflows for operational excellence.
• Create a structured customer onboarding process for smooth transitions and successful adoption.
• Anticipate risks and implement mitigation plans to minimize disruptions.
• Become an expert on Sitemark products and provide support to both internal and external stakeholders, assisting them with product usage and optimization.

Requirements

• Bachelor's degree or higher in a relevant field.
• Minimum two years of experience in high-tempo operational environments.
• Quick learner with strong decision-making and problem-solving abilities.
• Exceptional planning, scheduling, and stakeholder management skills.
• Ability to work independently and collaboratively in team settings.
• Proactive mindset with a focus on process improvements.
• Business and tech savvy, staying updated on industry trends.
• Analytical skills for data interpretation and insights.
• Persuasive communication style with diverse stakeholders.
• Familiarity with customer relationship management applications.
• Strong interpersonal skills and attention to detail.
• Experience in photogrammetry, Lidar, and UAV operations (Nice to Haves).
• Knowledge of the solar industry and regulations (Nice to Haves).
• Experience in customer success management (Nice to Haves).

Benefits

• Exciting job with continuous learning opportunities.
• Impactful role in a fast-paced, globally-focused tech company.
• Competitive salary package and attractive benefits.
• Collaborative and positive work environment.
• Interesting home working policy for flexibility.