Senior Manager, Customer Operations
The Senior Manager, Customer Operations at Duetto Research plays a pivotal role in the Customer Success & Experience (CSX) organization. This position is responsible for developing and maintaining the operational infrastructure necessary to support the company's ambitious growth plans, aiming to serve 70,000 hotel customers by 2028. The role involves acting as the Process Architect for an 80+ person organization across six functions, ensuring that revenue growth is achieved efficiently without a proportional increase in headcount.
Key responsibilities include leading and developing a team across four Customer Operations pillars, establishing and managing the operating cadence for the CSX organization, and overseeing systems and CRM governance. The role also involves mapping the end-to-end customer journey from sale to renewal, identifying and addressing friction points to enhance customer satisfaction and operational efficiency. Additionally, the Senior Manager will lead the integration of HotStats into the Salesforce environment and oversee enablement programs to ensure the CSX team is well-equipped with the necessary knowledge and skills.
The ideal candidate will have over five years of experience in Customer Operations, Revenue Operations, or a similar function within a B2B SaaS environment. They should demonstrate experience in managing individual contributors and driving team performance in a player-coach capacity. Proficiency with customer tech stacks, including Salesforce (CRM), Pendo (Digital Adoption), and AI platforms, is essential. A data-driven mindset is crucial, with the ability to define, track, and communicate key performance indicators such as NPS, CSAT, case deflection, and Time-to-Value. Experience in building processes from scratch, including documentation and workflow mapping, is also required.
Duetto Research offers a dynamic and collaborative work environment where innovation and continuous improvement are highly valued. Employees have the opportunity to work with a leading SaaS platform in the hospitality industry, contributing to the company's mission of redefining hotel revenue strategy. The company provides opportunities for professional growth and development, encouraging employees to take initiative and make a meaningful impact within the organization.