CS Operations Manager - Post-Sales

Why is now a really exciting time to join Synthesia?

Synthesia's vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video. We are the world’s leader in synthetic AI, working with some of the world’s biggest corporate and media brands; BBC, EY, Facebook, McDonalds, Amazon and WPP, to name a few! We already partner with big celebrity names such as David Beckham and Lionel Messi, a campaign collaboration which also received a Cannes Lion Award in 2021. We have crazy user traction with our first self-service product for businesses in just 6 months since the unveiling! Despite the product still being in public beta, we have a very high NPS of 71 and growing! We've raised more than $66 Million so far from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 #5 on Europe's Tech Soonicorn list 🦄

Join the rocket ship while it's taking off! 🚀

The role...

Reporting to the Head of Revenue Operations, the role will play a key role in ensuring that our people, processes and systems are in continuous alignment as Synthesia grows.

The CS Operations Manager - Post-Sales will work directly with Synthesia’s commercial, Customer Success and Support teams, and be responsible for:

• Being the go-to operational and analytical resource for our Customer Success and Support teams, supporting day-to-day operational requirements, including reporting, analysis, integrations and troubleshooting.
• Working with the Heads of Revenue Operations and Customer Success to develop best-practice processes for these teams, and ensuring that they are followed and data collected accurately across the operation.
• Consistently identifying operational bottlenecks and suggesting ways to improve and optimise existing processes and technologies.
• Sourcing new tools and supporting their implementation and adoption by delivering training and ongoing support to team members.
• Driving the development of our tech stack to achieve efficiencies in areas such as onboarding effectiveness, customer segmentation and customer retention.
• Ensuring continuous alignment of data across each part of the RevOps tech stack.
• Working with the RevOps team to deliver against the RevOps roadmap and create a solid operational base with which Synthesia can scale.

Skills and Experience

• Minimum of 3 years of experience in a commercial operations, business operations or revenue operations role, ideally within a fast-growing SaaS business.
• Specific experience working in a post-sales, CS Ops, Support Ops role or similar, and demonstrable track record of success.
• Experience working with (and ideally integrating) CS-specific tools. Experience with Intercom also desirable.
• SQL skills for data retrieval, with the ability to comfortably structure and analyse data, and to make actionable recommendations.
• Experience working with Salesforce and understanding of its basic components (objects, fields, reports etc.). Experience of Salesforce administration or development (particularly flows) would be desirable.
• Deep understanding of the customer lifecycle within a subscription-based business.
• Experience working with a variety of other RevOps-related technologies, including marketing automation, data warehousing systems, reporting tools, outreach tools, other billing and invoice systems etc.
• Able to translate business challenges into technology/process-led solutions.

About you...

• You’re a “full stack” operations professional, comfortable working across a broad spectrum of operational challenges and systems.
• You are a highly-logical thinker who loves solving complex business problems.
• You learn and adopt new technologies quickly.
• You are a self-starter who is confident working autonomously and making low-risk decisions yourself.
• You are detail-oriented, but able to zoom out to the bigger picture.
• You have excellent communication and interpersonal skills and are able to collaborate with a diverse, global team.
• You stay up to date with RevOps best practice and take an active interest in the field.

The good stuff...

In addition to being a part of a great team, working in a fun and innovative environment, we offer...

🏢 Flexible WFH or from our amazing office in Oxford Circus - do what suits your lifestyle!

📈 Generous stock option plan

💰 Discretionary based bonus

🧓 Pension

🌴 25 days of annual leave + Bank holidays

😍 4 week paid sabbatical after 4 years at the company + $10,000!!

👪 Excellent Maternity/Paternity leave

🎉 Fun culture with regular socials and company retreats twice a year

📨 Generous referral scheme

 🍫 Free office snacks and unreal coffee!

💻 Brand new MacBook

⌨ WFH set up

🌍We have several offices in great locations - London, New York, Copenhagen, Amsterdam, Ljubljana and Munich ✌

If you want to be a part of building a legendary company, COME JOIN US! 😊