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Director – Customer Operations and Strategy
Posted on 1/12/2023
INACTIVE
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Marketing
Sales
Salesforce
Looker
Communications
Zendesk
Requirements
  • Partner with Sales Ops, Marketing Ops, and the data team to ensure we have a cohesive end to end customer experience
  • Take ownership for communicating to Success leadership the efficiency and efficacy of our Customer Success actions toward business outcomes while making recommendations for improvements
  • Support our Systems such as Vitally, Salesforce, Looker, Notion, Zendesk, Slack, Miro, Productboard, Google Drive, Gong
  • Maintain all of the platforms and tools that are utilized by the CS team are integrated and optimized for the processes, reporting and functionality that make us efficient and effective
  • Interface with our internal Operations and Development teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions
  • 7+ years in a sales or success operations role. Competent in Salesforce administration. Experience with CS systems preferred (gainsight, totango, churnzero, vitally, etc)
  • Experience with SaaS oriented Customer success function as outlined above
  • Guide customer segmentation strategy, account assignments and maintenance, delivery backlog, and data hygiene for customer health & revenue tracking
  • Demonstrated skills in project management and managing customer relationships for a managed services and / or SaaS organization
  • Strong oral and written communication skills with the ability to conduct presentations to a large group in English
  • Outstanding problem-solving, strategic, and analytical skills combined with excellent eye for process improvement toward clear business outcomes
  • Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  • Highly motivated and team oriented
  • Highly detailed, organized with exceptional follow through
  • Experience with salesforce.com and customer management analytics software preferred
  • University degree preferred
  • Excellent English (company communication language)
  • Join at the golden startup age - established stability of a Unicorn with space for individual impact
  • You'll enjoy an exciting team atmosphere, building a whole new category of software
  • You can help change the way that products are built all over the world
  • We iterate quickly and decisions are fast. You'll have a voice in what we do and see the impact of your work
  • We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
  • We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on and are regularly recognized for our company culture
Responsibilities
  • Provide guidance and insights to the CS leadership team. Leveraging data, analysis, and process improvements to help us achieve our goals
  • Run data modeling such as regression analysis that can evaluate the effectiveness of current programming to bring insights and recommendations to the CS leadership team
  • Design and launch processes, workflows, and automations that drive internal efficiencies, up-level the effectiveness of our Customer Success team, and deliver greater value to our customers at scale
  • Manage our strategic planning process. Org capacity planning, CS efficiency, headcount planning
ProductBoard

201-500 employees