Customer Success Operations Director
Inspectorio, Netherlands
Job Description
Inspectorio is a cloud-based SaaS solution focused on creating a dynamic and risk-assessment based Quality and Compliance program with the goal of generating more sustainable and transparent supply chains. Our network is a one-stop-shop platform where all key stakeholders in the production process can connect to execute, monitor, and report on Quality and Compliance activities.
Our products provide digitization, automation, transparency, and traceability, with a strong focus on advanced analytics amp; Machine Learning. This enables us to leverage customer data for predictive insights and dynamic risk-based interventions.
Founded in 2016, Inspectorio is headquartered in the U.S, with offices in Asia and Europe.
Get to know more about our world-class team and our company values by visiting our careers page at https://www.inspectorio.com/careers/
JOB SUMMARY
The Customer Success Operations Senior Manager, will be one of the founding members in helping establish and create our new CS Operations function at Inspectorio to drive the effectiveness and efficiency of our Customer Success team. You will be instrumental in improving the scalability of the Customer Success organization by providing insights, cross-functional partnership, and operational execution. You will be trusted partner of CSM leadership in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. This is a highly collaborative role, which requires excellent analysis skills, organization, prioritization, clear communication, and stakeholder management.
Responsibilities:
- Data Reporting: Report on past results and renewals and upsell forecasts, e.g., through dashboards and presentations, Actively participate in creating and delivering key operational updates for CS leadership, executive leadership team, cross-functional teams.
- Analysis: Track leading indicators of onboarding, renewals, and upsell; analyze them to understand what’s going well and what’s not.
- Processes Customer Lifecycle: Determine the timing and content of touch points for CSMs/AMs along the customer journey, to drive optimal adoption and net promoter score, Review CS central operations processes and policies to help enhance workflow and develop a stronger operating model.
- Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs/AMs to address them, and provide a path to escalation. Identify key areas to improve adoption, reduce churn, track leading and lagging indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
- Cross-Functional Coordination: Drive cross-functional processes around defining, prioritizing, and tracking action plans, and monitoring key metrics for CS, that help meet onboarding, renewal, and upsell targets and deliver on customers’ needs
- Team Structure: Tier existing customers, track CS capacity, and forecast hiring needs
- Enablement: Provide materials and data that help CSMs/AMs work more effectively
- Planning: Partner with finance and management to determine the metrics on which bonuses are based, and define targets for those metrics
- Technology amp; Tools: Manage and own the procurement, implementation, and daily-operations of our Customer Success Tech-Stack. Maximize ROI of existing tools, and implement best-in class solutions to support the team as we continue to scale
Requirements
- Minimum 5 years proven experience in solving high impact, complex problems within an operations or customer support success environment, Enjoys getting their hands dirty by digging into complex operations
- Ability to understand, interpret, and analyze complex data sets amp; operational KPIs
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal
- Passion for designing processes that scale
- Excellent communication amp; listening skills to optimally communicate across various levels of the business (from senior leadership to customer support agents)
- High empathy and relationship building skill.
- Subject matter expertise in ChurnZero, Mix Panel, HupSpot and other SaaS tool
- Experience driving projects from start to finish across multiple functions and departments.
- Excellent written and verbal communication skills in English
Benefits
EMPLOYEE BENEFITS
- Professional team and enjoyable working environment
- Opportunities for self-realization, education, and growth
- Opportunity to work in a multi-national environment and to practice English on a daily basis