Job Description: Chief Operating Officer (COO)
Location: Remote Based in Europe ONLY (HQ: Switzerland)
Company: SwissCRM AG
SwissCRM is a cutting-edge, early-stage headless CRM SaaS platform designed for direct-to-consumer advertisers. We empower advertisers selling straight sale or subscription-based products with powerful API-driven solutions, enabling unparalleled campaign performance tracking, fraud prevention, and operational efficiency. With strong roots in privacy and Swiss data security, we’re redefining how advertisers scale their businesses.
We’re seeking a Chief Operating Officer (COO) to drive operational excellence, scale our organization, and deliver an exceptional customer experience. This leader will join us at a pivotal time as we prepare to launch our platform at a major trade show in February 2025 and scale beyond our early adopter clients.
Key Responsibilities:
Customer Experience Leadership
* New Customer Onboarding: Design and implement seamless onboarding processes, ensuring smooth integration and swift adoption of SwissCRM.
* Migration: Lead the migration strategy for clients transitioning from competitive platforms to SwissCRM.
* Post-Sales Growth: Partner with clients to address growth and scalability challenges, acting as a trusted advisor.
Customer Support Oversight
* Build and oversee robust support systems, including live chat, trouble ticketing, and phone support.
* Own customer facing documentation including knowledge base and quality of API docs.
* Advocate for customers by ensuring their needs drive product roadmaps, timelines, and feature delivery.
* Manage customization requests, integrations, and other customer-specific requirements.
Product Quality and User Experience
* Own and enhance the user experience, ensuring the platform is intuitive and impactful for customers.
* Oversee business-side quality control of features, fixes, and updates, ensuring they meet customer expectations.
Operational Excellence
* Billing and Accounts Receivable: Ensure accurate invoicing and payment collection for SaaS usage. Supervise AR managers to maintain a streamlined billing process.
* Third-Party Services: Manage relationships with vendors for PCI compliance, gateway integrations, shipping providers, email platforms, fraud protection services, and uptime monitoring.
People and Team Development
* Build and scale a high-performing team through strategic recruitment and thoughtful leadership.
* Develop employee playbooks, job descriptions, and clear expectations.
* Establish and monitor performance metrics and score cards, provide actionable feedback, and conduct regular reviews.
Process and Systems Creation
* Design and implement scalable processes and systems, leveraging past experiences to avoid reinventing the wheel.
* Ensure repeatable, efficient workflows that align with company goals.
Qualifications:
* Proven track record as a COO or equivalent leadership role in a SaaS company with annual revenues of at least $10 million.
* Deep experience scaling operations and teams in an agile, early-stage environment.
* Strong customer focus, with demonstrated ability to enhance onboarding, migration, and support experiences.
* Technical acumen to bridge the gap between customer needs and developer deliverables.
* Experience managing billing systems, AR processes, and third-party service contracts.
* A history of building and developing teams, including recruitment, performance management, and employee development.
* Exceptional problem-solving skills, with the ability to make decisions quickly based on historical success and data-driven insights.
* Comfortable working with global teams and clients, particularly in the SaaS space.
Preferred Skills:
* Experience in the direct-to-consumer, affiliate-driven, or subscription-based SaaS industries.
* Familiarity with API-driven platforms, digital advertising metrics, and performance analytics.
* Strong organizational skills with a bias for action and results.
What We Offer:
* The opportunity to join an innovative, privacy-first SaaS company on the cusp of significant growth.
* A collaborative and agile work environment with a talented team.
* Competitive compensation package and benefits.
* Remote-friendly culture with a focus on results.
SwissCRM is poised to revolutionize scaling ecommerce for direct-to-consumer advertisers. If you are a visionary leader with a passion for scaling SaaS companies, building high-performing teams, and delivering exceptional customer experiences, we’d love to hear from you.
Apply now to shape the future of SwissCRM and join us as we lead the next wave of innovation.
To apply for this job please visit euremotejobs.com.