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worldwideRemotiveover 2 years agoPresent in MENA countries, OTO is a multi-language, All-in-one Shipping Management Software that helps Ecommerce Stores and Omnichannel brands to ship their e-commerce orders seamlessly with 100+ shipping companies locally and internationally. Our customers are looking for the best way to deal with shipping and OTO provides the easiest one. We are on the journey of building MENA's next global startup, but solving a global problem, which is shipping! How? Automation is one of our keywords (or OTOmation as we like to write it). Innovation and Automation together make shipping accessible to everyone.
OTO is always looking for high-energy, self-motivated, committed iniduals who are passionate about their work. We’re building a culture where amazing people (like you) can do their best work at OTO. We have a no door policy, which means we encourage openness, honesty and respect for other points of view. Our team members enjoy a challenging environment, and they take care of each other, but mostly we all love Pizza - you will know why later ;)
Looking for a company where you can be part of a quick learning team, shaping the future of global e-commerce? Welcome on board!
We are looking for a Head of Customer Success & Operations to join our company to be responsible for overseeing the team, designing policies & procedures, and implementing solutions that lead to the success of the department.
If you have excellent analytical, strategic, communication and problem-solving skills and are also committed to productivity and compliance, we would like to meet you.
Ultimately, a Head of Customer Success & Operations should be able to ensure our operations run smoothly and the team is productive.
Tasks
You will be responsible for:
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Lead and scale the Customer Success & Operations team, hire the best talents, create a strong team culture, conduct regular team meetings, ensure decisions, plans, and goals are shared and resolve issues in a timely manner.
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Report on operational performance and suggest improvements.
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Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like in terms of operational effectiveness and client communication.
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Formulate business strategy with executive-level management.
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Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness.
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Design policies that align with the overall strategy.
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Own the company’s customer success platform. Ensuring it’s kept up to date and resources/playbooks are continuously improved.
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Define (and continuously refine) customer success best practices and processes across our teams alongside these duties you will take on the role of Customer Success Manager for our larger publishing clients, working closely with them to ensure they are maximising the value of our products.
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Implement efficient processes and standards.
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Plan, monitor, and analyse key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks.
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Manage contracts and relations with customers and partners and other stakeholders.
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Evaluate risk and lead quality assurance efforts.
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Oversee expenses and budgeting to help the organisation optimise costs and benefits.
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Mentor and motivate teams to achieve productivity and engagement.
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Setting the strategy and prioritising Objectives and Key Results (OKRs) while leading the teams.
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Develop a customer-centric perspective across the organisation to represent the customer’s voice and influence internal stakeholders.
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Architecting the customer success organisation and solutions to leverage and grow in support of our revenue goals, including finding the correct balance of services and support for our customer categories.
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Working collaboratively with the sales teams to connect with executives at potential and current clients to identify goals.
Requirements
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Proven experience as Head of Customer Success & Operations, Operations Director, Customer Success Manager or similar leadership role.
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Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management.
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Customer experience, professional services, and customer support are all part of a solid strategic goal.
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Knowledge of data analytics and reporting.
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Outstanding communication, negotiation, and problem-solving skills.
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Excellent organisational and leadership ability.
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Experience working with customer success software and promoting value through customer experience.
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Exceptional ability to communicate and foster positive business relationships.
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Technical skills are required as they relate to the use of the product or service.
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Accountability and personal organisation are essential.
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Experience in managing a erse group and training each according to company standards.
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The ability to make data-driven decisions while also being willing to experiment and repeat.
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Ability to communicate with technical clients in their own language.
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The capacity to design services and support delivery methods that correspond with present client segments, create customer value, and scale to meet growth predictions.
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BSc/BA in Business, Computer Science or other relevant fields.
It will be considered a big plus if you:
- Have international experience.
- Have previously worked in fast-growing SaaS start-ups.
In OTO, we have adapted the Remote Working culture, where we work from home, favourite coffee shop, on the beach, or at an art museum! You can work from anywhere you like. We are result-driven, and you will be surrounded by aggressive achievers. Keep in mind, that we are not able to provide a Sponsorship Visa for this role; Therefore, It is essential that you apply for this position only if you have legal authorization to work in the country in which you are applying.
< class="h2">Benefits- No clocking in/out. We don’t believe in micromanaging and our working relationships are based on mutual trust, that’s why we don’t require our team to clock in and out of work. Of course, this trust relationship works both ways!
- Work alongside an ambitious and supportive team. We are growing fast and no two days look the same at OTO, but one thing never changes: your colleagues are always there to support you and to bounce off ideas!
- Growth and learning opportunities. We believe that in order to grow as a company, our team also needs to continue learning and developing.
- Stock options: we believe that everyone should feel like building his own company! That's why we offer stock options for all employees working at OTO.
Does this sound like you? then send your application to us today!
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