Director of Customer Services Operations Tel Aviv

3 weeks ago

New York, United States Zencity Technologies Ltd. Full time

Tel Aviv ** Director of Customer Services Operations**

Tel Aviv Customer Services Full-time **About The Position**

Zencity is re-inventing the way governments listen to, understand, and interact with their residents. Our community insights & analytics platform and community survey solution use advanced NLP and ML algorithms to help government organizations be more data-driven. Our global team of urban enthusiasts and data geeks works with over 200 cities - from Los Angeles, to Chicago, to Tel Aviv. If youre passionate about joining a growing and dynamic company focused on leveraging data and tech to work on real-world challenges and radically improve life in cities your place is with us

Zencity is looking for a highly qualified and motivated Director of CS Operations to lead a new and core function that will enable our departmental and company growth. We are looking for a leader with a passion for Customer Services and a proven track record of designing and creating new and existing processes to drive effectiveness and efficiency within a fast-paced organization.

As our first-ever CS Operations function, you will be reporting directly to our VP Customer Services, be part of the group management team, and help define the strategy, processes, and KPIs to drive growth. You will identify the tooling required to streamline workflows within our Customer Services department and collaborate with functional leads across the business.

It is a hybrid role, combining strategic and managerial aspects with hands-on and tactical abilities to design and implement a new framework.

It is a unique opportunity to join a growing CS department and company and build and lead a new vertical we see essential to our success.

**Responsibilities:**

* **?**Own the Customer Services technology stack, selecting the tooling and operational workflows required to optimize our processes and deliver value at scale

* Design, develop and maintain training strategies and programs for new hire onboarding, customer success productivity and enablement, and product-focused training for increased customer adoption.

* Design our renewal playbook to track the critical business metrics, including renewal/churn indicators, and lead the cross-functional communication of performance against these metrics throughout the organization (hiring a Renewal Manager is part of the scope).

* Drive the adoption monitoring of Zencity's customer base, driven by data & insights (i.e., product analytics, automated customer outreach, consumption metrics, etc.)

* Work cross-functionally with Sales, Finance, Product, Marketing, and other key business units to ensure alignment of CS strategy and direction

* Drive the annual Customer Services planning process

* Lead our "value in scale" program, supporting our SMB team to provide value through webinars, events, and the voice of the customer.

**Requirements**

* 3+ years experience in sales or CS Operations management.

* Experience in a high growth SaaS company

* Strong understanding of all aspects of CS implementation and enablement

* Excellent analytical skills to compile large amounts of data into an understandable format for decision-making

* Strong record of leadership and ability to work effectively cross-functionally

* Expert at Salesforce and associated enablement tools. (Designing and implementing new tools)

* Big plus: strong familiarity with Zendesk, Jira Asana

**Some of your key qualities:**

* Ability to perform at each level of a project, from executive strategy to the details

* Be an effective communicator across all levels

* Ability to inspire confidence across the organization

* Positive attitude, adaptability, prioritization, multi-tasker and effectively work under pressure

* Demonstrated problem-solving & negotiation skills

* Focused on impact and action

* Multi-tasking and time management skills

* Execution-oriented

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