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Head of Customer Operations

3 months ago

Jersey City, United States Stacker Media Full time
Job DescriptionJob Description

The Head of Customer Operations will be responsible for establishing and leading our new customer success function for our brand partnerships products (Studio and Connect) as well as be responsible for optimizing the customer lifecycle fully from an operations and tracking perspective.

This role involves developing and implementing strategies to ensure client satisfaction, overseeing the team responsible for on-time delivery of story assets, and collaborating with Account Management and Sales to operationalize our systems and define key metrics that reflect customer satisfaction and operational efficiency.

  • Create and execute a comprehensive customer success strategy to enhance client satisfaction and retention.
  • Work with Head of accounts to define SLA’s and escalation points; build on-time deliverable playbook
  • Lead a best-in-class customer success team tracking performance, mentoring and developing team members, and holding teams accountable
    • Track response time for email communications
    • Train team on navigating our internal newsroom and various story creation and distribution processes
    • Measure team on customer satisfaction scores based on the various interactions the team has with the client day-to-day
  • Oversee the delivery of high-quality story assets and deliverables tailored to client needs and objectives.
    • Hold team accountable to delivering all assets on time
  • Collaborate closely with product managers to identify opportunities to improve internal processes that affect client deliverables.
  • Develop and implement efficient workflows and best practices to enhance operational efficiency and scalability.
  • Oversee CRM and project management systems and other operational tools, ensuring they are optimized to support business objectives.
  • Define and track KPIs for sales, marketing, and accounts as they pertain to the customer lifecycle; work closely with billing and the operations team.
  • Align the operations, systems, data and processes that support revenue teams to get better control over the end-to-end revenue cycle

Requirements

  • 5-8 years experience in a customer success, revenue operations, or customer operations role
  • Strong understanding of customer success and sales metrics and best practices.
  • Strong analytical and problem-solving skills, with experience using data and analytics to improve performance.
  • Management experience a plus.
  • ClickUp and Hubspot experience a plus.

Benefits

Compensation offered will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience. There is a 10% bonus component to this role. Other benefits include:

  • Equity Stock Option Program
  • Full Health & Dental Coverage
  • Remote Team
  • Unlimited PTO
  • 3 Months of Paid Family Leave
  • Annual Team Offsites
  • Monthly Virtual Social Events
  • Awesome & Inclusive team culture

Stacker is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.