Customer Experience Operations Director

hace 6 días

Mérida, Yucatán, México Verato Inc. A tiempo completo

About Verato Inc.

Verato Inc. is a leading healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. Over 80 of the most respected brands in healthcare rely on Verato's next generation cloud identity resolution platform for a complete and trusted 360-degree view of their patients, provider networks, and customers in their communities.

With significant market momentum building towards digital health transformation, Verato Inc. is experiencing hyper customer and revenue growth, doubling in the last 15 months alone and growing over 50% annually over the last 3 years. More importantly, Verato Inc. celebrates 99% customer retention, exemplifying the fact that customer obsession is at the center of our growth story.

Core to Verato Inc.'s strategy for continued growth is our drive to build a strong people-first culture that attracts, develops and retains the best skills and talent in the world. Verato Inc. operates on the simple notion that a company must first and foremost take care of its employees. In turn, these employees will take care of the company's customers, and these customers will take care of the company's shareholders.

Key Responsibilities:

This position will be based out of our office in Mérida, Mexico. Verato Inc. offers a comprehensive compensation package that includes stock options, year-end bonus, extra vacation time, and other benefits that go well beyond the standard.

  • Develop, deploy, and enforce best practices, procedures, and tools necessary to ensure consistency, quality, and maximum efficiency of Customer Experience (CX) organization to scale.
  • Deliver innovative methods to enhance the customer experience, drive out friction from Verato teams' engagements with customer, and ensure operational efficiencies.
  • Own the operating dashboards of the Customer Experience organization and drive standardization of key metrics and KPIs across each business segment (operations support, professional services, customer success management) to ensure consistency of performance management.
  • Accountable for the operation, management, leadership, and development of the customer-facing team: Support, Professional Services, Customer Success.
  • Serve as a key business partner to Customer Experience leadership and regularly participate in leadership staff meetings to ensure customer experience team's operation is aligned to changing business needs.
  • Generate proactive analysis that leads to the identification of process automation and performance improvement opportunities and play a lead role in driving the cross-functional execution of the resulting initiatives.
  • Manage routine maintenance requests related to existing business reporting needs.
  • Design, implement, and manage high-quality and accurate operating metrics, systems design including forecasting, planning, and budgeting, skills certification, and career development processes from Quote to Cash.
  • Own and manage CX segment bookings, utilization, revenue, margin forecasts, and reporting of actuals.
  • Support CX leadership with fact-based metrics to support planning and budgeting processes.
  • Ready to roll up sleeves and ensure execution roadblocks are removed for timely deliveries.
  • As operations CX SME, conduct training sessions to educate resources on CX functions, reporting, and tools available to and required of them.
  • Regularly partner with Finance to ensure consistent and accurate business planning and forecasting.
  • Interlock with the All-In-one Verato team refining and executing playbooks as Verato organization, sales operations, products, technologies, and customers evolve and grow.

Requirements:

  • 5+ years of experience working in operations roles for Customer Success, Professional Services.
  • A detailed knowledge of processes and experience executing more complex operations, as well as an ability to recognize new ways of navigating complex processes for future improvement.
  • Expertise in administration of Salesforce, Gainsight, ReferenceEdge, learning management system (LMS), and professional services automation tools.
  • Expertise advising Success teams; Experience in B2B SaaS a plus.
  • Strong operational management, project management, consulting, and process improvement skills.
  • Strong communication and presentation skills with ability to work with senior leadership.
  • Demonstrated management experience in an enterprise software environment (preferably SaaS).
  • Demonstrated ability and experience in customer-facing positions (professional services, consulting, management).
  • Demonstrated ability to manage ambiguity and apply problem-solving skills to unique situations.
  • Demonstrated experience succeeding in a fast-paced environment and managing multiple projects simultaneously.
  • Highly skilled in utilizing and analyzing data to drive decision making; comfortable using Excel to build models, identify insights, and create impactful reporting.
  • Strong attention to detail and focus: This work will be used at the highest levels of decision-making.
  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and KPI management.
  • A mindset and attitude of relentless simplification and driving continuous operational improvement.
  • Empathy - You approach all peers, partners, & customers with kindness and consideration.
  • Challenge the status quo with the goal of bringing in new innovative ideas and improving upon programs and processes.
  • Experience managing a diverse and remote team, including recruiting, training, staffing, and performance management.
  • Preferred experience in the planning and implementation of healthcare software; ideally EHR or Master Data Management (MDM) or Enterprise Master Person Index (EMPI).
  • Demonstrated expertise supporting the sales of professional services, including developing statements of work, pricing, and large-scale proposal development including but not limited to RFI, RFQ, and RFPs.
  • A self-starter with strong problem-solving skills and work ethic.

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