Director, Customer Success Operations

Date: Feb 7, 2024

Location: Nashua, US, 3063 NJ, US

Company: Optimizely

Introduction

The Revenue Operations department at Optimizely is responsible for ensuring that executive management has the visibility they need into the business, that the field is properly empowered, and that the customer success and services organizations have the process/tools to operate efficiently and effectively. Cooperation and collaboration across all departments at Optimizely is key as well as a very close alignment with the executive team. In support of this, the Director, Customer Success Operations will focus on the core systems and analytics required to inform decision making, increase efficiencies, improve retention and drive revenue.

Job Responsibilities

Customer Success Automation & Systems

  • Business owner supporting “lighthouse” applications specific to the customer success organization
  • Manage and develop a global team to proactively work with senior leadership to understand their business objectives and processes, providing guidance in leveraging applications to increase impact, effectiveness, and efficiency.
  • Support the translation of client business requirements into solutions, including requirements approval, communication, traceability, and reuse
  • Ensures effective issue tracking and system strategy, handling and documentation processes are well implemented and executed and resolve issues
  • Work closely with IT and with vendors, to successfully identify, prioritize, and implement such solutions Contribute to the transfer of functional requirements to development and test teams
  • Use workflow technology to automate business processes
  • Develop best practices to ensure the assigned data owner compliance with required standards for maintaining CRM data
  • Support cross-functional quarterly review of data accuracy in CRM

 

Process Optimization & Analytics

  • Opportunity to Cash (“O2C”)
  • Key stakeholder and owner of O2C program aimed to build systems & processes that support Optimizely in achieving core business objectives by improving customer success efficiency & results, customer experience, and back-office efficiency & experience
  • Monitor the accuracy and efficient distribution of customer success reports and other intelligence essential to the customer success organization.
  • Recommend revisions to existing reports or assists in the development of new reporting tools as needed.
  • Partner with other GTM Operations leaders to provide thought leadership in applying data driven insights and understand the business intelligence and insights needs of end users, from representatives on the floor to the executive leadership team
  • Support monthly Board reporting requirements
  • Synthesize large amounts of data, develop insights and recommendations, and transform them into easily understood and compelling presentations

Customer Success Readiness & Training

  • Deliver field readiness training specific to customer success applications, tools, process

Cross-department Process Improvements

  • Support and lead key initiatives improve process and systems supporting Customer Success, Marketing, Services, Partners, Customer Support, Sales, Licensing, Legal, and Finance

Knowledge and Experience

  • The candidate for this position should have 10+ years of experience in customer success Operations (preferably within the enterprise software business) with a track record of going the extra mile, a high level of motivation, and credibility and respect from colleagues.

Education

University degree with a focus in management, finance or technology.