[Hiring] Director of Customer Success Operations @SOCi

Role Description

The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As the quarterback and driver of account onboarding, enablement, adoption, expansion, retention and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management.

The Director of Customer Success Operations, in partnership with the Chief Customer Officer and the broader SOCi executive team, is responsible for envisioning, developing, implementing and reporting on processes, programs and technologies that enable the efficient and effective delivery of the SOCi customer success model. This role requires a deep understanding of the drivers of customer adoption, growth, retention, and overall customer satisfaction within the Software-as-a-Service industry.

Key outcomes of this role include:

• Definition and implementation of scalable, repeatable, and profitable delivery of post-sales services across all phases of the customer lifecycle including onboarding, training, support, customer success management, professional services and retention marketing.
• Driving measurable, continuous improvements in customer retention, revenue protection, revenue expansion and customer satisfaction.

Qualifications

• 7+ years verifiable experience in customer success operations or equivalent experience such as sales operations or business operations
• Effective communication skills, both written and verbal
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
• Driven by personal, team and company achievement with a commitment to excellence
• Strong interpersonal skills & proven success in cross-functional collaboration
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Experience and comfort interacting with and influencing C-level executives
• Advanced proficiency with MS Word, MS PowerPoint, MS Excel, comfortable with Salesforce and any experience with CRM or SaaS support software is a plus
• Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes
• Experience in SaaS, Social Media Management and enterprise software
• BS or equivalent education and relevant experience – MA/MS/MBA Preferred
• Coachable, open to feedback and dedicated to constant self-improvement

Requirements

• Work in a cross functional manner to develop and maintain complete situational awareness of the SOCi business and understand key drivers to customer health, retention, adoption and overall satisfaction.
• Make recommendations to improve efficiencies through development and adoption of best practices related to the company's onboarding, training, support, customer success management, expansion, renewal, critical account management and churn processes and standardized procedures including playbooks and process documents.
• Create and evolve all process artifacts and playbooks that align SOCi customer success in the deployment of the most impactful customer journey.
• Implement and manage customer success software – including Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, and Pardot - to facilitate a fully integrated customer success operational model across the entire customer lifecycle.
• Maximize usage of all customer success software - working closely with vendors to ensure SOCi is leveraging the latest functionality to increase productivity and effectiveness across business processes.
• Drive customer data quality and efficient systems and process standards by partnering with cross-functional teams to build an integrated and accurate customer record.
• Define, develop and fully operationalize KPIs, reporting dashboards and workflows that facilitate the analysis of customer data and drive actions across the entire customer success organization to proactively manage all phases for the customer lifecycle, retention and customer risk.
• Provide SOCi executive team and customer success leadership with regular reporting and customer insights as appropriate – both scheduled and ad-hoc.
• Fulfill ad-hoc reporting requests and identify opportunities for improved reporting.
• Create and maintain training on processes and customer success software system configurations.
• Provide training to new hires on customer success software tools.
• Facilitate the cross-functional relationship between customer success and product development to champion serviceability, roadmap prioritization and product quality with a focus on increasing customer success and retention.
• Partner with customer success leadership and finance in managing and refining the renewals, expansion and churn forecasting and compensation attainment process through the appropriate reports and dashboards.
• Using accurate and timely data and dashboards, work with CSM’s and sales account executives to help identify top customer candidates for expansion / upsell opportunities.
• Provide data-driven guidance to the customer success and operations leadership team in evaluating CSM workload and account assignments to forecast account redistribution or hiring needs.
• Lead CSM on-boarding and on-going enablement, including ensuring all processes are well-documented, centrally maintained and up to date.
• Execute detailed root cause analyses and post-mortem follow-up for all lost accounts and working with customer success leadership and sales rollout process improvements to help reduce identified churn risk with other customers.
• Manage the tools and technology roadmap needed to support customer success.
• Other duties as assigned.

Benefits

• Comprehensive Benefits Package (full-time permanent, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs
• Empowering Career Growth and Success