Customer Operations Manager

Job Title: Customer Operations Manager

Location: Lowry Mill 

Reports to: Chief Operating Officer 

Job Overview:

This role is for someone who genuinely loves being in the corner of their customers. As Customer Operations Manager, you'll be the face of our service experience and the person customers trust to get things moving, keep them informed, and make sure we're always delivering on our promises.

This is a hands-on role in a fast-moving IoT business, and it suits someone who takes pride in being organised, responsive, and genuinely invested in the customers they look after. You will be AI curious, and act as the operational backbone between our customers and internal teams. 

Key Responsibilities:

Customer Relationships

• Act as the trusted point of contact and escalation for customer issues and pain points, synthesising symptoms and needs, whilst providing the clarity needed to solve issues.
• Proactively monitor and manage our existing customers service levels against set contractual or standard SLAs.
• Run and co-ordinate structured and value adding service delivery reviews with key customers, using data and AI enabled insights.
• Collaborate with senior leadership to gather insights on customer pain points and opportunities to grow accounts 

AI and Technology 

• Identify opportunities to enhance the customer technology proposition, building succinct requirements and outcome focused priorities that will make a difference to our customers
• Use and continuously improve AI tools to handle ticket triage, customer communications, and issue tracking, freeing up your time to support our customers further
• Help build a culture where AI augments the team's capacity without compromising the quality of experience customers receive. 

Skills and Qualifications:

• A natural trust builder, with proven experience in a similar customer facing role within a SaaS or MSP environment 
• Organised and action orientated, a self-starter who can effectively manage ambiguity
• Excellent problem-solving skills who is able to use and develop structured approaches
• Calm and professional under pressure who can effectively prioritise and communicate technical issues with simplicity
• Demonstrated experience in managing priorities and writing technical requirements
• Experience working with HubSpot
• An advocate of AI and a willingness to implement cutting edge ways of working

Preferred Qualifications:

• Experience in the Internet of Things (IoT) sector, with an understanding of connectivity technologies and challenges.
• Experiencing using AI tools to enhance customer service propositions