Workforce Management and Customer Success Planning Director

September 13

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Cloud Based Business Management Software • Field Service Business Management • Mobile Solutions • SaaS • CRM

501 - 1000

Description

• As the Director of Workforce Management and Customer Success Planning, you will lead the effective management and forecast of labour requirements for the Customer Success organization. • You will be responsible for forecasting volume and real-time scheduling on a day-to-day and hour-to-hour basis, managing staff schedules across multiple channels based on historical and anticipated volume. • You will work with a variety of key stakeholders across functions to achieve optimal team performance results.

Requirements

• 10+ years of experience leading and developing staffing demand and capacity models with expertise in Customer Success for a SaaS or subscription based business. • Bachelor's degree in a related field or equivalent work experience. • Domain expertise in Customer Success with experience working on Support tools like Zendesk, RingCentral, Intercom, SFDC. • Experience managing outsourced partners and BPO vendors ensuring delivery against performance targets and strategic alignment with business objectives. • Strong analytical skills and quantitative data analysis of business information with the ability to draw insights and communicate them to stakeholders. • Demonstrate strong skills and proficiency in project management, change management, and strategic planning.

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options. • A dedicated Talent Development function, including Development Coaches, to help build the career you want and hit the goals you set, while ensuring you’re reaching your fullest potential. • Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family. • A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet. • To work with a group of people who are humble, supportive, and give a sh*t about our customers.