Job Title: Customer Success and Operations Manager
Company: Sonde Health
Location : Can be based anywhere in the US
Job description
Sonde Health is the global leader in voice-based health tracking and data insights. Sonde’s vocal biomarker API/SDK serves enterprise apps and devices spanning consumer wellness to population health. Leveraging a best-in-class voice data set and clinical research with over 1.2 million samples from 85,000 individuals on four continents, Sonde uses advanced audio signal processing, speech science, and AI/machine learning to sense and analyze subtle vocal changes due to changes in a person’s physiology to provide key insights into health and well-being.
We are seeking a dynamic and experienced Customer Success and Operations Manager to join our team. This person will manage enterprise-level partner relationships, offering a blend of product and commercial support throughout the partner lifecycle. The ideal candidate will be responsible for ensuring seamless product integrations and successful launches, as well as driving long-term value for both Sonde and our enterprise customers. If successful, this person will play a pivotal role in how Sonde maintains and expands revenue per customer.
Key responsibilities
1. Partnership Management

• Serve as the primary point of contact for enterprise partners post-contract, ensuring a smooth transition from sales to operations
• Lead the successful integration of our products onto partner platforms, coordinating with technical teams to ensure timely and effective implementation
• Manage and strengthen partner relationships, identifying opportunities for growth and addressing challenges proactively

2. Customer Success

• Conduct regular meetings with partners to deliver updates on partnership metrics, discuss feedback, and drive continuous improvement
• Monitor and maximize partner satisfaction, taking the lead in resolving any issues and ensuring a high level of partner engagement
• Gain a deep understanding of partner objectives and align them with our solutions
• Develop strategies to extend and expand commercial relationships, identifying upsell and cross-sell opportunities

3. Product Management

• Coordinate internal resources, including technical and product teams, to meet partner requirements and delivery schedules
• Prioritize product features and enhancements based on enterprise customer feedback and market trends
• Ensure that all partner-related activities comply with company policies and procedures

4. Operations

• Establish a feedback loop with partners, gathering insights to continuously refine products and services
• Collaborate with internal and external teams on project planning and execution, ensuring partner expectations are met
• Monitor integration progress and find ways of improving Sonde’s value delivery
• Prepare and present regular reports on partnership performance, including achievement of KPIs and ROI

5. Team Collaboration

• Collaborate with sales, marketing, product, engineering, data science and other technical teams to align strategies and optimize partner success
• Act as a liaison between partners and internal teams, ensuring clear communication and alignment of objectives

Skills
 

• Hands on, pragmatic with an ability to simply get things done
• Excellent verbal and written communication skills
• Strong determination and excels at problem solving
• Analytical mindset with the ability to translate partner needs into actionable insights
• Strong organizational skills and can manage multiple projects and deadlines
• Ability to work independently and collaboratively to drive project completion
• Comfortable working in a fast-paced and dynamic environment

Qualifications
 

• Bachelor’s degree in business, marketing, engineering, or a related field
• Minimum of 5 years of experience in customer success, account management, or a related role, preferably in a technology or SaaS environment
• Proven ability to build and maintain relationships with clients and cross-functional teams
• Strong technical acumen with the ability to grasp complex product solutions and explain their value to partners

Benefits
 

• Competitive salary and performance-based bonuses
• Excellent health, dental, and vision insurance
• Retirement savings plan
• Generous vacation and leave policies
• Opportunities for professional growth and development

Why join Sonde Health
By joining Sonde Health as a Customer Success and Operations Manager, you are stepping into a role that is essential for our partners and our company's continued growth. You will be the linchpin in maintaining robust partner relationships, driving partner satisfaction, and fostering the ongoing enhancement of our innovative products. Your commitment to exceptional service will be instrumental in our mission to empower individuals to take charge of their health and wellbeing and positively impact their lives with our technology.
 

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