Customer Success & Operations Manager (US based)

Sitemark is a company focused on enhancing productivity and performance in renewable energy projects through their AI-powered platform. They are seeking a Customer Success & Operations Manager to optimize processes, deliver exceptional customer experiences, and build long-term partnerships with clients.

Responsibilities:

• 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
• Knowledge of the solar industry and regulations
• Experience in customer success management