Sales Operations Manager

About the job

The Customer Success Manager, reporting directly to the CCO, will be responsible for taking Oktogrid’s customer satisfaction to the next level, transforming it into pure customer delight. The ideal candidate is a junior to medior professional with a background in project management and a passion for organizing, planning, and delivering exceptional customer experiences. They should have a customer-centric mindset and the ability to translate customer value into actionable tasks for Oktogrid’s internal teams, ensuring seamless communication and collaboration.

The candidate must be a people person who loves engaging with clients and colleagues, with a natural eagerness to please and an unwavering dedication to service. They should have a high energy level, bringing enthusiasm and positivity to their interactions. Commercial savviness is essential for identifying and driving cross- and upsell opportunities within existing accounts, while also maintaining a focus on nurturing long-term relationships.

This individual must be a strong communicator, keeping all parties updated and conscientiously following up on activities to ensure nothing falls through the cracks. They should be fluent in English, with additional language skills considered a significant asset for engaging with a diverse customer base. The candidate will work closely with Partner Account Managers, Account Executives, Product Development, and Operations to align efforts and maximize customer value.

Language Skills

• Fluency in English is required.

• Proficiency in other major languages (e.g., Spanish, French, German, or Italian) is highly beneficial.

Key responsibilites

1. Customer Satisfaction and Delight

   • Proactively engage with customers to ensure a high level of satisfaction, addressing concerns and solving issues swiftly to exceed expectations.

   • Develop and implement strategies to elevate the customer experience from satisfaction to delight, using feedback and insights to continuously improve.

   • Act as the customer’s advocate within Oktogrid, ensuring their needs are prioritized and met by the organization.

2. Cross- and Upsell Initiatives

   • Identify opportunities for cross- and upselling within existing accounts, leveraging a deep understanding of customer needs and Oktogrid’s product offerings.

   • Collaborate with sales teams to develop tailored proposals and strategies that drive additional value for customers.

   • Track and measure the success of upsell and cross-sell efforts, adjusting strategies as needed to maximize impact.

3. Project Management and Organization

   • Manage multiple customer projects simultaneously, ensuring they are completed on time and within scope.

   • Organize and lead regular check-ins with customers to discuss ongoing projects, updates, and future opportunities.

   • Maintain detailed records of customer interactions, project timelines, and follow-up actions, using project management tools to stay organized.

4. Internal Collaboration and Coordination

   • Work closely with Partner Account Managers and Account Executives to align on customer strategies and share insights that can drive growth.

   • Collaborate with Product Development to communicate customer feedback and influence the product roadmap based on real-world needs.

   • Coordinate with Operations to ensure smooth delivery of solutions and services, addressing any operational challenges proactively.

5. Communication and Follow-Up

   • Ensure clear and consistent communication with both customers and internal teams, keeping everyone informed of progress and next steps.

   • Follow up conscientiously on all activities, ensuring tasks are completed and any issues are resolved promptly.

   • Provide regular updates to the CCO on customer satisfaction levels, project status, and cross- and upsell achievements.

6. Customer Value Translation

   • Translate customer needs and value propositions into actionable initiatives for Oktogrid’s teams, ensuring alignment and focus on delivering maximum impact.

   • Use data and customer insights to highlight areas of improvement and propose solutions that add value to the customer journey.