Customer Experience Operations Director
hace 5 días
Verato, Inc is seeking a highly skilled Customer Experience Operations Leader to join our team. As a key member of our operations team, you will be responsible for developing, deploying, and enforcing best practices, procedures, and tools necessary to ensure consistency, quality, and maximum efficiency of our Customer Experience (CX) organization.
Key Responsibilities- Deliver Innovative Solutions: Develop and implement innovative methods to enhance the customer experience, drive out friction from our teams' engagements with customers, and ensure operational efficiencies.
- Operational Dashboards: 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.
- Team Leadership: Accountable for the operation, management, leadership, and development of the customer-facing team: Support, Professional Services, Customer Success.
- Business Partnership: 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.
- Process Improvement: 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.
- Reporting and Analytics: Manage routine maintenance requests related to existing business reporting needs, including designing, implementing, and managing high-quality and accurate operating metrics, systems design, including forecasting, planning, and budgeting, skills certification, and career development processes from Quote to Cash.
- Financial Management: 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.
- Training and Development: As operations CX SME, conduct training sessions to educate resources on CX functions, reporting, and tools available to and required of them.
- Interdepartmental Collaboration: 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 the Verato organization, sales operations, products, technologies, and customers evolve and grow.
- 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 the 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, and 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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