Vanmok seeks a Manager-Customer Success and Operations to spearhead customer success and client relationships. This individual will collaborate closely with the Management and technical team to strategize, develop, and oversee customer related projects execution.
Key Qualifications
- Bachelor’s Degree from a 4-year institution, preferably in Business, Engineering, or another quantitative field at least 10 years of experience as a Project Manager within operations and/or program management teams, ideally within Customer Success, Customer Support, Customer Operations, or Product organizations.
- Demonstrated track record of delivering results that directly enhance the customer experience and facilitate scalability within the business
- Demonstrated experience in Customer success with exposure to customer interactions, customer support
- Demonstrated experience in Project Management with expertise in end-to-end project delivery, including framing the need, scoping requirements, documenting project plans, defining KPIs, and reporting outcomes
- Demonstrated experience in operations management with exposure to ISO 9001 documentation
- Excellent communication, skills capable of interacting with clients and maintain relationships and coordinate customer interaction meetings.
- Excellent writing skills, capable of producing clear and concise documentation
- Proven ability to build trust and effectively collaborate with various stakeholders, including executives, managers, frontline teammates, and cross-functional partners Inquisitive nature, exceptional listening skills, strong empathy, and a growth mindset focused on continuous improvement
- Attentive to detail and dedicated to delivering exceptional work.
Responsibilities
- Partner with leaders from various departments to define customer project scopes, align objectives, and coordinate stakeholders to achieve outcomes that support key business objectives.
- Lead change management efforts to facilitate process improvements within the Customer Success organization, ensuring that the team is prepared, supported, and equipped with the necessary resources to adapt to organizational changes effectively.
- Collaborate closely with business stakeholders, including managers, and frontline representatives, to identify, prioritize, plan, and execute strategic projects aimed at enhancing both the customer and employee experience.
- Evaluate project outcomes and communicate achievements, driving continuous improvement processes to attain and sustain operational excellence.
- customer success, long-term thinking, embracing a growth mindset, fostering inclusivity, and promoting teamwork—as the company expands globally
- implement tools necessary for customer success and customer support.
- Develop and implement quality control procedures, processes, and standards.
- Assist in the development and maintenance of Vanmok quality management systems (IS0 9001).
- Establish and monitor key performance indicators (KPIs) for quality assurance.
- Collaborate with product development teams to ensure quality criteria are met.
- Identify opportunities for process improvement to enhance quality.
- Collaborate with cross-functional teams to implement process enhancements.
- Continuously monitor and assess the effectiveness of quality control and assurance measures.
Bonus Points
- Experience with IoT hardware and SaaS products
- Possession of PMP certification and Agile/Scrum certification
- Quality-related certifications (e.g., Six Sigma, ASQ, ISO) are advantageous.