At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery in a fast-paced IoT environment.
- Company: Dynamic IoT company focused on customer satisfaction and innovative technology.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a collaborative team that values innovation and customer success.
- Why this job: Be the trusted voice for customers and drive impactful change with cutting-edge AI tools.
- Qualifications: Experience in customer-facing roles, excellent problem-solving skills, and a passion for AI.
The predicted salary is between 37800 - 46200 £ per year.
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:
- 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.
- 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.
Customer Operations Manager employer: Invisible Systems
Invisible Systems is an exceptional employer located in the vibrant city of Manchester, offering a dynamic work culture that fosters innovation and collaboration. Employees benefit from a hybrid work model, competitive remuneration, and ample opportunities for professional growth, making it an ideal environment for those passionate about tackling complex technical challenges in the IoT space.
