Head of Customer Success Operations
hace 2 semanas
**Key Responsibilities**- Provide Leadership with key metrics, forecasts and insights for post sales performance that drive critical business decisions- Centralize and analyze all data for customers. Create data-driven metric dashboards for Sales and Customer Success from initial onboarding and adoption to renewal- Conduct in-depth analysis of the business and develop a deep understanding of the key value drivers to identify growth opportunities- Monitor, assess, and report on risk and other trends related to customer health- Use risk and opportunity insights to set market/account strategy- Drive cross-functional definition and prioritization of CS policies, operational processes and strategic playbook- Own the training of CS processes and action plans for all customer facing teams to reduce friction in workflow and ensure successful customer handoffs between teams- Collaborate with cross-functional leaders to ensure alignment to deliver customer first outcomes- Partnership with Sales to drive evolution and enhancement of sales systems and processes. Partner with central operations team to identify opportunities to improve sales productivity- Maintain and configure CS tools for business processes and objectives (mainly Gainsight, Matini and Salesforce)**Requirements**:- 5+ years of experience in Customer Success, Sales Strategy or/and Sales Operations. Also interesting is a background in Program Management, Finance, Consulting, Corporate Strategy- 2+ years of experience in data science, analytics, and statistical modeling or relevant area. Experience with customer health data and Salesforce will be a huge plus- Demonstrated ability and experience in business process design and improvement initiatives, automation of operational tasks, and prioritization of time for high business impact activities- Experience in planning, organizing, delivering business reviews, business improvements, performance scorecards, KPIs.- Ability to manage multiple concurrent projects and drive initiatives in a cross-functional environment. Ability to adjust on the fly to new demands with a sense of urgency.- Subject matter expertise in CS tools including Gainsight, Salesforce, G-Suite, and other SaaS tools. Proficiency in SQL required- Spanish is strongly desired
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Head of Customer Success
hace 2 días
Ciudad de México Deuna A tiempo completoDEUNA, a rapidly growing **SaaS startup**, is revolutionizing the e-commerce landscape in LATAM by solving the most pressing challenges faced by businesses today: customer conversion, payment acceptance, and fraud prevention with a single integration. With a recently announced $37M USD Series A funding, we operate in 5 LATAM countries and are on the lookout...
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Head of Customer Obsession
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Head of Customer Obsession
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Head of Fraud Detection Operations
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Head of Operations
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Head of Customer Experience
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