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The customer operations manager is responsible for ensuring the successful delivery of services to our customers.
- Collaborate with the customer-facing account team to oversee the delivery and technical performance of services.
- Perform regular service reviews and support the customer account team in executive reviews and planning.
- Maintain a deep understanding of the company's products and services to provide accurate support.
- Stay updated on product updates, features, and common issues to assist customers effectively.
- Identify and escalate technical issues requiring higher-level support or specialized teams.
- Follow up with customers to ensure their issues are resolved and satisfaction is achieved.
- Analyze customer data and feedback to identify trends, usage patterns, and potential issues while tracking engagement and satisfaction metrics.
- Collaborate with the customer-facing account team to identify at-risk customers and develop effective retention strategies.
- Assist in creating and executing customer success plans, documentation, and customer-facing communications to improve satisfaction and retention.
- Prepare reports on customer metrics and success initiatives while contributing to knowledge management resources like FAQs and training materials.
- Support the implementation of tools and process improvements to enhance customer experience and operational efficiency.
