Account Management Operations

Bangalore

Full-time

Job Description

This job posting has expired and no longer accepting applications.

Sanas is revolutionizing the way we communicate with the world’s first real-time algorithm, designed to modulate accents, eliminate background noises, and magnify speech clarity. Pioneered by seasoned startup founders with a proven track record of creating and steering multiple unicorn companies, our groundbreaking GDP-shifting technology sets a gold standard. Our initial deployment is laser-focused on elevating the standards of customer experience centers. Testimonials from our partners reveal staggering double-digit improvements in mission-critical KPIs, coupled with boosts in CSAT and NPS. More than just a tool, our technology champions a bias-free workspace. This not only fosters a positive work environment but has also been instrumental in reducing employee attrition and curbing training expenditures.

Sanas is a 100+ strong team, established in 2020. In this short span, we’ve successfully secured over $50 million in funding. Our innovation have been supported by the industry’s leading investors, including Insight Partners, Google Ventures, General Catalyst, Quiet Capital, and other influential investors. Our reputation is further solidified by collaborations with numerous Fortune 100 companies. With Sanas, you’re not just adopting a product; you’re investing in the future of communication.

The Account Management Operations Specialist plays a key role in optimizing internal processes through automation, ensuring the timely execution of Customer Satisfaction (CSAT) surveys, and driving the automation of internal reporting systems. This role requires someone who is proactive, results-driven, and thrives in a fast-paced, cross-functional team environment.

Key Responsibilities:

Process Automation:

Lead efforts to automate internal account management processes to increase operational efficiency and reduce manual work.

Collaborate with cross-functional teams to identify, design, and implement process automation solutions.

Regularly assess current processes for improvement opportunities, aligning automation initiatives with organizational goals.

Customer Satisfaction (CSAT) Survey Management:

Oversee the timely execution of CSAT surveys, ensuring they are distributed and collected according to the established timelines.

Ensure that the process is consistently followed and that any feedback is actioned promptly.

Monitor survey responses, track trends, and report findings to account management and leadership teams.

Collaborate with cross-functional teams to ensure any issues highlighted by customers are addressed.

Internal Reporting Automation:

Design, implement, and maintain automated reporting systems that deliver key insights for account management and leadership teams.

Gather, organize, and structure data for efficient reporting on account performance, customer satisfaction, and other relevant KPIs.

Regularly provide analysis on internal reports and identify areas for operational improvement.

Cross-Functional Collaboration:

Work closely with account managers, operations teams, data analysts, IT, and other stakeholders to ensure alignment on operational goals and reporting needs.

Ensure smooth communication and execution of initiatives across teams, facilitating collaboration on process improvements and automation projects.

Process Understanding and Data Gathering:

Develop a deep understanding of the end-to-end account management process, identifying areas where automation can create efficiencies.

Collect and analyze data to inform operational improvements, automation opportunities, and reporting structures.

Regular Cadence and Reporting:

Participate in regular cadence meetings with cross-functional teams to align on objectives, share progress, and address any challenges.

Provide periodic status updates to leadership on the progress of automation initiatives, CSAT survey timelines, and reporting improvements.

Key Outcomes of the Role:

Timely and effective execution of CSAT surveys.

Increased efficiency and accuracy through the automation of internal processes and reporting systems.

Consistent and insightful internal reports that inform decision-making and strategic actions.

Required Skills & Experience:

Process Improvement and Automation: Proven experience in process analysis, automation implementation, and continuous improvement within an operations or account management environment.

Project Management: Strong project management skills with the ability to manage multiple initiatives, track deadlines, and collaborate effectively across teams.

Data Analysis & Reporting: Proficiency in data gathering, reporting tools, and analytics (e.g., Excel, Google Sheets, Tableau, Power BI) to track key metrics and provide actionable insights.

Customer-Centric Mindset: Experience managing or contributing to customer satisfaction initiatives, ideally with a focus on CSAT surveys and feedback loops.

Cross-Functional Collaboration: Ability to work effectively with various teams (e.g., account management, IT, operations, data analytics) to drive automation and process improvements.

Detail-Oriented: A high level of attention to detail, ensuring timelines are met and processes are followed accurately.