Director, Customer Success Operations

The Director Customer Success Operations drives operational excellence and strategic impact across customer success and customer success operations by leading systems strategy process optimization and cross-functional initiatives. The position owns the customer success technology ecosystem (including Gainsight) customer segmentation and capacity planning and the development of data-driven insights that improve retention renewal and growth outcomes. As a people leader this position provides strategic direction performance management and talent development for global teams while partnering closely with senior leadership to define and execute the customer success and customer experience strategy at the company.

Drive and participate in strategic initiatives that positively impact the organization in a meaningful way; program management and leadership of key priority initiatives

• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives such as sales marketing product and finance; manage customer success manager incentive strategy and execution of program

• Manage customer segmentation customer success manager assignments and capacity planning to ensure the optimal customer experience; implement and manage software/applications that facilitate customer success and customer success operations activities serving in role as system business owner

• Lead technology and systems strategy for CSM: product owner for the Gainsight ecosystem roadmap and manage Gainsight administrators

• Develop insights into our customer data health so we can detect early signals of at-risk renewals and identify upsell opportunities (SFDC and Gainsight); measure and report on program performance and business impact. Develop metrics and KPIs that demonstrate the health and continuous improvement of the customer success

• Establish and assure leadership adherence to budgets schedules work plans and performance requirements

• Collaborate with senior management and executives to define and ensure success of department strategy

• Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports

• Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees. Oversee the identification and hiring of new employees

• Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders.

• Provide strategic influence to internal peers and industry groups

• Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team

• Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence

• Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders

• Bachelor's degree or equivalent experience

• 5+ years of experience in Customer Experience Customer Success Revenue Operations or CS Operations at B2B SaaS companies

• 3+ years of management experience leading Global teams

• Experience in working with customer engagement tools like Gainsight Salesforce

• Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers Account Management and/or CS Operations)

• Experience with digital engagement approaches and methods (i.e. Digital Customer Success / Tech Touch Digital Marketing)

• Demonstrated fiscal responsibility/accountability in managing budgets

• Superb Problem solving critical thinking and analytical skills

• Superb collaboration skills applied successfully within a team as well as other areas

• Superb attention to detail

• Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department

• Superb Leadership sound judgement and business acumen skills

• Superb oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact

• Superb organizational multi-tasking and time management skills

• Superb facilitation and project management skills

• Superb customer service orientation

• Self-motivated with follow through and attention to detail

• Expertise identifying trends through data analysis and turning insights into actionable outcomes

• Superb communication skills (verbal and written) with a strong ability to articulate and communicate strategies and plans at all levels escalate program issues and mitigate project risks

• Demonstrated success with cross-functional coordination including planning execution tracking and decision making

• Previous experience as a Gainsight Administrator or technical proficiency leading Gainsight systems strategy; Gainsight Administration Certification (preferred)

• Superb ability to handle sensitive information with discretion and tact

• Superb ability to establish rapport and gain the trust of others; effective at gaining consensus

• Able to thrive in a fast paced deadline driven environment

• Ability to coach mentor and provide feedback to team members in a timely manner

• Superb ability to develop use and deliver engaging informative and compelling presentation methodologies

• Ability to provide guidance and support to developing team members

• Sharp fast learner with technology curiosity and aptitude

• Superb experience with Microsoft Operating systems and products

• Proficiency with Microsoft Outlook or equivalent email and calendar software

• Superb business and technology acumen

What you can expect next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
• Any follow up questions? Email your Recruiter directly at Careers@Hyland.com.

Benefits

401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program.

Find out more by going to https://www.hyland.com/en/resources/articles/why-work-at-hyland .

Welcome to #HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.