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Head of Customer Success Operations

2 months ago

Boston, United States Hirebridge Full time

Head of CS Operations (Director Level)

About the role

As a leader within the Go-To-Market (GTM) Operations team, you will lead a team of analysts that support Strategic Planning, Program Execution, Core Systems, and Insights/Analytics for our Customer Success Managers, Service Delivery, and Customer Support teams. Reporting to our SVP, Business Operations, you will support the design and implementation of our Customer Experience (CX) strategy, which includes: team segmentation, coverage models, capacity planning, KPI tracking, and core systems deployment/maintenance. To be successful in this role, you will have experience with and be passionate about building operational/financial models and plans, analyzing large and complex data sets, and guiding organizations through transformation projects. In this leadership role within our Go-To-Market organization, you will have the opportunity to balance strategic planning and prioritization of various deliverables with a hands-on approach to execution.

In this role, you and your teams will

  1. Collaborate with the SVP, Business Operations as well as FP&A and executive leadership in the creation of our Annual Operating Plan (AOP)
  2. Business Partner to the Customer Service executive and the senior CX leaders to support the design and launch of new programs
  3. Drive the implementation of the AOP including team segmentation and alignment, target setting, capacity tracking, and utilization
  4. Oversee the documentation of key CX processes and definition of requirements for core systems (PSA, case management, CX) needs
  5. Lead the biweekly CX leadership priority review and operations cadence
  6. Provide program support for Enablement Services delivery including key reporting, process governance, and forward-looking planning
  7. Support the strategic and ongoing reporting needs of the business via QBR/MBR reporting and curation of our core metrics dashboards (customer health, CSM execution, service delivery and capacity, NPS/CSAT)

To be successful in this role, ideally you will have

  1. 5+ years of experience in a Customer Success and Services Operations related role
  2. 2+ years of Operations leadership experience in a high-growth SaaS business
  3. Change management leadership experience, to drive process improvements in large-scale sales organizations
  4. Comfort working in a fast-paced environment and leading through ambiguity
  5. Proficiency with PowerBI and data analytic tools
  6. Experience with implementations of the following systems: Salesforce, Zendesk, Gainsight, FinancialForce or other CX and PSA tool
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