Senior Director - Customer Success Operations

December 4

Apply Now

Receive Emails with Similar Jobs

CDK Global

WebsiteLinkedInAll Job Openings

CRM • Digital Retail • Fixed Operations • IT Solutions • Data & Intelligence

5001 - 10000 employees

Founded 1972

☁️ SaaS

🤖 Artificial Intelligence

Description

• The Senior Customer Success Operations Director’s mission will be to improve and drive the effectiveness and efficiency of our Customer Success team • Act as a business partner for the Customer Success teams providing data, insights and analysis into programs/reporting on retention, adoption, expansion, risk and customer health and opportunities • Lead process improvements of the Customer Lifecycle • Help determine the timing and content of touch points for CSMs along the customer journey • Risk Management: Define, design and help detect with data driven insights early signals of at-risk renewals and design strategies with CS Leaders to address them • Cross-Functional Collaboration and Partnership: Manage cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs • Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations, and other internal cross-functional teams to address the root cause of any quality issues

Requirements

• 5+ years' experience in operations managing client portfolio of varying sizes across multiple markets and/or geographies • Experience mapping the customer journey with a specific focus on advocacy, onboarding, risk management and adoption programs • Data, analytical and reporting skills • Salesforce Subject Matter Expert • Passion for designing processes that scale • Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time and with excellence • Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives • Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills • Problem-solver and critical thinker with the ability to break down complicated issues and simplify complicated processes • Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams • Strong experience collaborating with cross-functional, multidisciplinary teams • Experience within a growth-oriented SaaS companies is ideal • Thorough understanding of business management, forecasting strategy and techniques • At least 5 years' experience in related industry or acting as a consultant on a major strategic planning program specifically with Customer Success • Understanding and exposure to Totango or other CS/CX Tooling

Benefits

• Medical, dental, and vision benefits • Paid Time Off (PTO) • 401K Matching Program • Tuition Reimbursement