Operations Director of Strategic Planning

1 week ago

Sunnyvale, California, United States SENIOR SPIRIT OF ROSELLE PARK Full time
About the Role

We are seeking a highly experienced Senior Manager of Strategic Operations to drive transformation for the Customer Success Office at SENIOR SPIRIT OF ROSELLE PARK.

Key Responsibilities
  • Play a pivotal role in driving complex data analysis to inform foundational strategic and operational decisions.
  • Support CS leadership in rolling out major process changes and analyzing performance.
  • Collaborate closely with data science team to enhance predictive analytics capabilities and incorporate into analysis.
Key Performance Indicators
  • Support CS leadership with driving complex analysis to inform key decisions and long-term strategy.
  • Combine analytics, exploratory skills, and data intuition to deliver insights on customer segmentation, account targeting, churn risk and churn causalities, upsell opportunities, and adoption analytics.
  • Implement and manage customer segmentation strategies to tailor CS efforts to different customer needs and profiles.
  • Design and implement an effective coverage model to align to customer segmentation.
  • Develop headcount plans to support the growth and scalability of the CS & services teams.
  • Design and optimize territory assignments to ensure balanced workload distribution.
  • Develop and implement a KPI target-setting framework for the Customer Office.
  • Design and implement compensation plans that incentivize and reward CS team members in alignment with set KPIs.
  • Optimize customer success processes and tools to ensure operational efficiency and scalability.
  • Partner with CS leadership and data science to design dashboards, visualizations and reporting to enable users to analyze customer portfolio health against key metrics in real time.
  • Create intuitive dashboards in Power BI and within the Customer Success Platform.
  • Help CS leadership to design and monitor key performance indicators (KPIs) and operational metrics.
Requirements
  • Bachelor's degree in Business, Management, or related field; MBA degree preferred.
  • 12+ years of experience in strategy, operations, business analysis, or related roles.
  • 5+ years of experience within SaaS, preferably with in GTM or customer success functions.
  • 5+ years of experience driving analysis related to the customer lifecycle – customer journeys, churn analytics / causalities, customer/account targeting, customer health/risk, and adoption analytics.
  • Proven expertise in using Power BI, Tableau or other business intelligence tools.
  • Experience with CRM and customer success software (e.g., Salesforce, Gainsight).
About SENIOR SPIRIT OF ROSELLE PARK

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success.

We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team.

We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life.

We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets.

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