Customer Success Operations Specialist

3 months ago

مصر, Egypt OTO Full time

Hello from OTO, your passport to seamless shipping in the dynamic MENA landscape As a multi-language, All-in-one Shipping Management Software, we're the navigational tool empowering e-commerce Stores and Omnichannel brands to dispatch their orders effortlessly through a vast network of 200+ shipping companies, both locally and globally.

In the quest to build MENA's next global startup, we've set our sights on solving a worldwide challenge - shipping The secret to our success lies in our mantra: OTOmation, where Innovation and Automation converge to democratize shipping solutions for everyone.

Are you a tech enthusiast with an appetite for challenges? OTO is the place for you We're in pursuit of high-energy, self-motivated individuals who are committed to their craft. At OTO, we've embraced a no-door policy, fostering a culture of openness, honesty, and an appreciation for diverse perspectives. Oh, and did we mention our team's shared love for Pizza?

Fear not, you'll soon discover the delicious details If you're seeking a tech haven where learning is rapid and you can play a pivotal role in shaping the future of global e-commerce and shipping, look no further - your journey begins with us

We are now calling on all Customer Success Operations Specialist Heroes OTO is currently on the hunt for a seasoned Customer Success Operations Specialist to join our team Bring your A-game, expertise, and enthusiasm & join us in driving OTO's growth into the MENA Market Join us and let's conquer new horizons together

**Tasks & Responsibilities**:

- Implement and manage software that facilitates CSM Ops activities;
- Track and analyze leading indicators of retention and expansion;
- Detect early signals of at-risk accounts, design playbooks for CSMs to address them, and provide a path to escalation;
- Coordinate cross-functional processes that help meet retention and upsell targets and deliver on customers’ needs;
- Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs.
- Determine the metrics on which bonuses are based, and define targets for those metrics;
- Generating reports and insights to help the customer success team make informed decisions;
- Overseeing and managing customer success tools and platforms;
- Ensuring the integration and proper functioning of customer success systems with other relevant systems;
- Collaborating with the customer success team to streamline workflows for better efficiency;
- Conducting audits and assessments to identify areas for improvement.

**Requirements**:
For this role, it is essential that have
- Experience as a Customer Success Operations Specialist or any similar operations role
- Ability to navigate, configure, and leverage CRM tools effectively
- Excellent communication skills in both English and Arabic
- Strong multitasking skills to manage multiple responsibilities and tasks simultaneously
- Ability to prioritize tasks based on urgency and importance
- Strong collaborative skills to work effectively with cross-functional teams
- BSc in Business, Communication, or relevant bachelor's degree
- Familiarity with our industry is a plus

It will be considered a big plus if you:

- International experience
- Previous work in fast-growing SaaS start-ups

**Location**:
At OTO, we've adopted a Remote Working culture that breaks free from the traditional office constraints. Work from home, your favorite coffee shop, a sunny beach, or even an art museum - the choice is yours. We're all about results, and you'll be surrounded by a team of aggressive achievers. Embrace the freedom to work from anywhere without the unnecessary fluff. Welcome to a workplace where flexibility meets real impact.

**Benefits**
- No Clocking in and out: Forget about the clocking in/out routine. At OTO, we trust you to manage your time - no micromanaging here. Work freely without the fuss of time constraints. Trust goes both ways, and it's the cornerstone of our laid-back work vibe.
- ESOPs: With your Employee Stock Options, you're not just part of the team; you're a co-owner steering us toward success. Your hustle today builds equity for us all.
- Health Insurance: Our medical coverage is your safety net. No need to stress about unexpected bumps - we've got your back with our Health Insurance coverage/fund depending on your location.
- Mental Health Break: In the grind, take a breather. Our mental health break is your time to recalibrate. Come back sharper, because we all need a mental tune-up.
- Education Fund: This fund is your ticket to staying ahead. Feed that brain and let's level up together.
- Laptop Fund: The one-time laptop fund ensures you're armed for efficiency, innovation, and collaboration.
- Home Office Fund: This one-time home office fund is your ticket to creating a workspace that works for you.
- Happiness Grant: Recognizing that a content team is a productive team, the happiness grant is a professional nod to fostering perso

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