About the Role:

Lead the charge in developing operational practices for the 70 person (high performing & growing!) Client Success team. You will make game-changing operational innovations that will impact how the Client Success team continues to deliver excellent customer service to our rapidly growing customer base. 

The CS Operations team enables Client Success to deliver on its mission of supporting, renewing, and expanding clients at scale. CS Ops focuses on continuously improving our scale, dependability, and impact with our clients by owning metrics to drive decision making, building effective systems for our implementation teams to use, and making process improvements to enable the CS team to do their roles in an ever-changing environment. We center equitable representation of voices to ensure all practices we build across the CS Team are inclusive.

Responsibilities: 

• Identify and drive forward opportunities to improve process, efficiency, effectiveness, and productivity across the CS team
• Build and manage the CS Ops team members to deliver operational excellence
• Ensure the CS team has the data, analytics, metrics, and reporting needed to inform key decision-making across the team 
• Embed diversity, equity and inclusion when building systems and processes
• Lead strategic operational projects and change management processes across the CS department
• Build and launch systems for CS team members and managers to use to support our growing client base and team, leading to a stronger client and employee experience
• Collaborate with other departments to enhance the client and employee experience
• Revolutionize how new CS team members area onboarded efficiently and how new products are rolled out effectively across the CS team
• Effectively develop and communicate analysis and recommendations to executive leaders, managers, and teammates to drive business decisions
  

Our Ideal Candidate Has:

• 2+ years experience managing people and leading teams focused on supporting data analytics, operations, and/or program management, ideally in a rapidly growing environment
• Experience hiring, onboarding, and training high performing team members in a scaling environment 
• Experience driving process improvement and leading change management processes
• Experience in using data to understand, track progress and solve problems
• Experience communicating, negotiating, presenting and influencing credibly and effectively at all levels of an organization
• Familiarity with business intelligence and customer management systems (such as Salesforce or Gainsight)
• Comfortability in learning new technology quickly and uses it to improve processes