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Company: MyOperator

Location: Noida Sector 2

About Us:

MyOperator is a leading provider in the customer experience space, dedicated to transforming how businesses interact with their customers. We are seeking a strategic and visionary Customer Success Team Manager to spearhead our customer success department and drive impactful, long-term relationships with our valued clients.

Role Overview:

As the Customer Success Team Manager, you will be the strategic leader responsible for overseeing the entire customer success department. Your primary goal will be to design and execute customer success strategies that align with our company's business objectives, ensuring exceptional customer satisfaction and retention. You will lead a high-performing team of customer success professionals, identify process gaps, and implement innovative solutions to enhance the customer journey.

Requirements

Key Responsibilities:

Strategic Development and Execution:

Develop and implement comprehensive customer success strategies that align with MyOperator's business goals.

Set clear customer success targets and KPIs, establish processes and policies, and monitor key metrics to drive team and customer success.

Design and roll out programs that enhance customer experience, boost revenue potential, and minimize churn.

Team Leadership and Management:

Lead, mentor, and manage a team of customer success professionals, setting performance goals and providing ongoing coaching and feedback.

Conduct performance reviews and implement development plans to ensure team effectiveness and professional growth.

Customer Satisfaction and Retention:

Drive initiatives to maximize customer satisfaction and loyalty through proactive engagement, issue resolution, and the development of customer loyalty programs.

Analyze customer feedback and data to identify trends and areas for improvement, ensuring the team effectively addresses customer needs and concerns.

Operational Excellence:

Identify and address process gaps, implementing scalable solutions to improve the customer experience and operational efficiency.

Utilize data-driven insights to track progress towards success goals and inform decision-making.

Cross-Departmental Collaboration:

Collaborate with Sales, Marketing, Product, and other departments to ensure alignment with the company’s overall strategy and enhance the customer journey.

Share customer insights and feedback to drive product improvements and refine marketing strategies.

Recruitment and Training:

Oversee the hiring process for customer success professionals, ensuring the team is equipped to meet revenue goals and customer expectations.

Develop and deliver training programs to enhance team skills and knowledge, ensuring high standards of customer support.

Requirements:

Experience: 4-9 years of experience in customer-facing roles, including customer service, technical support, or sales, with a proven track record of managing and leading teams.

Leadership: Demonstrated experience in leading teams, setting strategic goals, and driving performance metrics.

Technical Proficiency: Strong understanding of technical concepts and the ability to communicate them effectively to both team members and customers.

Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and stakeholders.

Analytical Skills: Proven ability to use data to drive decisions, optimize performance, and identify areas for improvement.

Strategic Thinking: Ability to develop and implement strategies that align with company goals and enhance customer success.

Why Join Us:

At MyOperator, you’ll be at the forefront of customer success innovation, leading a dynamic team and driving meaningful change. We offer a collaborative work environment, opportunities for professional growth, and a commitment to your career development.

Apply Now:

If you’re a strategic leader with a passion for customer success and a track record of achieving results, we’d love to hear from you. Apply today to join our team and make an impact at MyOperator!

In this role, you will participate in all phases of a product - Discover, Design, Test, Build and Measure. 

• It is a hybrid role of 60-70% UX and 40-30% UI design focus. 
• You will be liaising with the following teams - Brand, Copy, Product development and Marketing to ensure cohesiveness.
• You will need to understand and produce design assets for a responsive website.
• You will need to coordinate with the development team to help in implementation by providing accessible assets which have a precise specification.
• You should understand the design approaches that cater differently (if required) for different market segments and location and create design artefacts accordingly.
• Aspire to innovate, articulate and be passionate about design. Responsible for quality and consistency as it aligns with the design system and SKO Brand.

Key responsibilities include:

• Define and map information architectures and user journeys for the responsive web design solution
• Create, iterate and prototype testable design concepts
• Provide designs and precise specification to the dev team for implementation
• Ensure consistent approach and to be able to contribute as well as using design systems
• Gather briefs and communicate ideas clearly and effectively
• Conduct research using a variety of methods and be able to synthesise results from research into tangible insights and recommendations for discovery as well as ongoing improvement of current journeys

Experience

• In-depth knowledge of human-centred design and usability heuristics. Extensive experience in Product, UX, HCI, or Web Design
• Experience in designing responsive websites and applications
• Experience in creating, testing and iterating prototypes with stakeholders
• Experience with conducting research and articulating outputs incoherent and understandable formats
• Experience in setting/managing expectations
• Knowledge of accessibility standards and guidelines

Desirable skills include

• A design or research-related degree
• Experience speaking about design at conferences or meetups
• Software experience MUST - Figma, Adobe Suite: Photoshop/Illustrator
• DESIRABLE - Ability to prototype Lo-Fi/Hi-Fi with InVision, Framer, or Principle
• Understand Bootstrap or basic responsive HTML/CSS framework
• Embrace Mobile First and Lean UX Design Iteration
• Software experience DESIRABLE - Invision, Miro, Monday.com/Jira, and MS office suite
• Must be a champion of Accessibility and Compliance
• Understanding CMS system integrations
• Understanding of third party integrations
• Usertesting knowledge moderated / unmoderated – OR be comfortable to learn

Personality - You will be a good fit if you ...

• Have the ability to manage multiple tasks and changing priorities
• Work with all stakeholders, including the dev team, copywriter, leadership teams
• are a good communicator - making sure that any new change is communicated and documented well within the cross-functional team
• Are a good collaborator - you involve main stakeholders for design decisions.
• a champion in meeting user needs, even if it means challenging the brief or assumptions made
• Aspire to innovate, articulate and be passionate about design. Responsible for quality and consistency as it aligns with the design system and SKO Brand.
• Are a believer of Holistic Experience Design – Think about and explicitly design for every contact point and customer interaction. Whether that interaction is with the product, website, app, service, content, employee, message, call centre, etc.)

What you need to have: