Director - Scaled Customer Operations

2 days ago

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Anthology Inc

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Educational Technology Solutions • Blackboard® (LMS • Anthology® Student (SIS/ERP) • Anthology® Reach (CRM)

1001 - 5000 employees

💰 Venture Round on 2023-01

Description

• Responsible for the overall direction, coordination, quality and output of the hybrid CS/Renewal Specialists • Continuous improvement on scaling – creating and running the digital engine • Support the CSM and Renewal team with accountability for achieving renewal targets • Driving automation and technology-centric processes and strategies • Elevating the CSM org, through creating and executing a cohesive strategy • Regularly evaluating “big picture” themes and identifying opportunities for operational improvement • Driving and managing digital engagement from Planhat • Championing the collaborative risk assessment process • Mentoring, coaching, and developing employees • Setting and monitoring quality objectives, performance standards, and priorities • Meeting or exceeding Anthology corporate goals

Requirements

• Bachelor’s degree or equivalent work experience • At least 10 years’ experience in Customer Success, Account Management, Customer Support, or related disciplines for a global SaaS or software business • At least 8 years’ experience as a people manager or strategic operations leader in a Customer Success or Support organization • Experience leading change management and business optimization improvement initiatives • Proven ability to shape and lead globally distributed, virtual teams • Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans • Proven ability to establish high impact initiatives that transform customer experiences • Excellent collaborative leadership, business development, communication (oral, written and presentation) and interpersonal skills • Experience driving low-touch customer engagement activities to success • Ability to thrive in a fast-paced, results-oriented, collaborative environment • Excellent oral/written communication and presentation skills • Fluency in written and spoken English