Director - Customer Success Operations

2 days ago

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TheGuarantors

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201 - 500

Description

• The Customer Success Operations Director is a key role in the success of TheGuarantors. • Manage the department’s tech stack to enable users and create efficiencies. • Own the tech stack for Customer Success and Underwriting teams, primarily focusing on CRM and Customer Success tools: HubSpot, Zendesk, Ada, Aircall, Zapier, and Twilio • Build and refine automation, ticket funnels, reporting/analytics, and other system configuration • Use technology to support internal users ability to provide an excellent customer experience, while continuously seeking to increase efficiency • Understand end-to-end business processes and the flow of data between the various teams, and use that knowledge to inform system and processes improvements • Scope out requirements and manage projects and timelines for each systems initiative • Ensure successful launches and adoption of new technology, features, and processes • Represent the Customer Success and Underwriting teams in company-wide CRM and related systems initiatives

Requirements

• Highly ambitious and goal-oriented • Minimum of 4 years of experience with HubSpot, expertise in building CRM workflows required • Proficiency in REST API design and development, JSON data handling, JavaScript programming, and integration development • HubSpot Administrator Developer or willingness to obtain certification upon hire • Experience working with GenAI bots strongly preferred • Ability to build for long term, but also able to find efficient short-term means • Analytical and data-driven • Ability and interest to work cross-functionally across product, engineering, finance and marketing teams

Benefits

• Opportunities to make an impact within a fast growing company • Medical, dental, & vision insurance, beginning day one • Health savings account with employer contribution • Generous PTO and paid holidays • Flexible working hours • 401(k) • Paid parental leave • Company sponsored short and long term disability • Flexible spending accounts (healthcare, dependent care, commuter)