SUMMARY

We are seeking a proven leader with a highly analytical and detail-oriented background to join our dynamic team as our Customer Success Operations Program Director . In this role, you will be a hands-on leader enhancing the efficiency and effectiveness of our customer success operations by leveraging data analytics, process optimization, and technology solutions. You will work closely with cross-functional teams to drive continuous improvement initiatives and ensure our customers receive exceptional service and value.

PRIMARY RESPONSIBILITIES

 People:

Recruit, train and mentor team members Develop and implement policies and procedures Monitor and evaluate operational performance and recommend improvements

 Data Analysis and Reporting:

Develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics related to customer success Provide regular reports and analysis to internal stakeholders, including senior management, to inform decision-making and strategy development

Process Optimization:

Evaluate current customer success processes and workflows to identify areas for improvement Design and implement streamlined processes and automation solutions to enhance efficiency and scalability Collaborate with cross-functional teams, including Customer Success, Sales, Product, and other Revenue Operations functions to implement process improvements and ensure alignment with business objectives

Technology Enablement:

Identify opportunities to leverage technology solutions, including CRM systems and customer success platforms, to enhance operational effectiveness Work with IT and other relevant teams to implement and optimize technology tools to support customer success operations Provide training and support to internal teams on the use of technology tools and systems

REQUIRED SKILLS/KNOWLEDGE/ABILITIES

5+ years in a leadership role managing a team of 5+ 5+ years of professional experience in an advanced analytics or operations analytics role Excellent communication and interpersonal skills Strong analytical skills with proficiency in data analysis and reporting tools (Power BI preferred) Experience with CRM systems (Salesforce preferred) and customer success platforms (Totango preferred) Experience with APIs and Automation platforms (PowerAutomate preferred) Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels Detail-oriented with a strong focus on accuracy and quality Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively Passion for customer success and a commitment to delivering exceptional service

 

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