Director of Customer Success Operations
- Recruiter
- Confidential
- Location
-
London
South East EnglandUnited Kingdom
- Salary
- Bonus and Excellent Benefits
- Posted
- 31 Dec 2020
- Closes
- 20 Jan 2021
- Job Title
- Associate Director
- Category
- Marketing / Business Development
- Contract Type
- Permanent
- Hours
- Full Time
We are looking for a tech savvy passionate Director of Customer Success Operations to drive the effectiveness and efficiency of a global Customer Success team. This is for an individual who loves the challenge of leading high performing teams, as well as creating, driving and implementing significant change!
Reporting into the Global Director of Customer Success you will be a trusted partner in defining customer success objectives, strategy, tactics and implementing processes that scale. This is a cross functional role with a high level of influence in setting and implementing strategy and direction within Customer Success teams.
The Global support and implementations teams will report directly into you (current headcount of 16, with predicted scale and growth) also working closely with the Head of Customer Success, CSM's and CSD's in the UK and US, key stakeholders across Product, Development, Marketing and Sales teams.
This roles offers flexible/remote working with either Petersfield or London HO's as a base location.
Responsibilities:
* Own all Customer Success infrastructure, bring together processes & systems in a client focused way to enable CSMs, Support teams and clients to succeed
* Use data to inform operating processes and strategic directions, scaling the CS function to achieve the best customer results and ROI.
* Determine levers for operational efficiency to drive continuous improvement across the entire CS function, Implementation/Onboarding, 1st and 2nd Line support, CSM team & other departments.
* Continuously refine strategy around customer segmentation, engagement & support models around the root causes for churn
* Drive and communicate data driven customer insights, analyse trends and areas for improvement
* Inspire and drive high performance; managing and developing to ensure high level of service across Implementation, 1st & 2nd line support teams
* Build and nurture positive relationships with key stakeholders across the business, influencing and collaborating on business initiatives to drive change and deliver positive outcomes
* Champion overall company initiatives in line with Senior Leadership strategy
Experience
* 5+ years of professional experience in a SaaS/recurring revenue business, 3+ years within CS Operations
* Experience owning pipeline forecasting in Customer Success, with a good grasp of the complexity of forecasting in a renewals/retention recurring revenue business
* Experience with data analysis, excel, comfortable with Power BI
* Knowledge of customer journey mapping and experience either utilizing or developing customer health metrics
* Thrives in fast paced environments, where initiatives are fluid and require constant prioritization
* Strong mentorship skills and experience leading through direct and indirect reporting relationships
Reporting into the Global Director of Customer Success you will be a trusted partner in defining customer success objectives, strategy, tactics and implementing processes that scale. This is a cross functional role with a high level of influence in setting and implementing strategy and direction within Customer Success teams.
The Global support and implementations teams will report directly into you (current headcount of 16, with predicted scale and growth) also working closely with the Head of Customer Success, CSM's and CSD's in the UK and US, key stakeholders across Product, Development, Marketing and Sales teams.
This roles offers flexible/remote working with either Petersfield or London HO's as a base location.
Responsibilities:
* Own all Customer Success infrastructure, bring together processes & systems in a client focused way to enable CSMs, Support teams and clients to succeed
* Use data to inform operating processes and strategic directions, scaling the CS function to achieve the best customer results and ROI.
* Determine levers for operational efficiency to drive continuous improvement across the entire CS function, Implementation/Onboarding, 1st and 2nd Line support, CSM team & other departments.
* Continuously refine strategy around customer segmentation, engagement & support models around the root causes for churn
* Drive and communicate data driven customer insights, analyse trends and areas for improvement
* Inspire and drive high performance; managing and developing to ensure high level of service across Implementation, 1st & 2nd line support teams
* Build and nurture positive relationships with key stakeholders across the business, influencing and collaborating on business initiatives to drive change and deliver positive outcomes
* Champion overall company initiatives in line with Senior Leadership strategy
Experience
* 5+ years of professional experience in a SaaS/recurring revenue business, 3+ years within CS Operations
* Experience owning pipeline forecasting in Customer Success, with a good grasp of the complexity of forecasting in a renewals/retention recurring revenue business
* Experience with data analysis, excel, comfortable with Power BI
* Knowledge of customer journey mapping and experience either utilizing or developing customer health metrics
* Thrives in fast paced environments, where initiatives are fluid and require constant prioritization
* Strong mentorship skills and experience leading through direct and indirect reporting relationships
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