Customer Success and Services Operations Director

About Our Client

The company makes software that corporate and government security professionals use to proactively manage threats, mitigate risks, and make businesses stronger. Built by security and software professionals, the platform connects and unifies critical data, business processes, and collaborators in one place, consolidating security intelligence and operations. This is called Connected Intelligence.

The company serves corporate security teams across key functions, including intelligence, investigations, GSOC, executive protection, and security operations.

As employees, they put their mission first and value the trust bestowed upon them by their clients to help keep their people safe. They approach their clients and each other with empathy while focusing on the execution of their strategy. And they have fun doing it.

Who You Are

The company is looking for an Operations Director to serve as the primary strategic business partner to the Client Experience (Success + Services) Leadership teams, with responsibility for building an operations infrastructure that helps to drive effective + efficient services engagements with clients & supports best-in-class renewal + expansion motions.

Reporting into a team led by the VP of RevOps, which sits as an independent operational org reporting to the COO, and operating as a strategic business partner to these functional groups, you will work directly with the C-Suite & Senior Leadership Teams, helping to drive go-to-market strategy and ensure key objectives and priorities are met across the company. This individual will be responsible for critical components of the GTM motion including but not limited to, renewal + NDR planning, client experience processes & infrastructure, renewal reporting, services attach rate reporting, analysis & intelligence, and productivity analyses. This is an individual contributor role with the potential to scale and build the function as the company grows.

Responsibilities

• Partner with client experience management teams to drive effective implementation of new logo, expansion + renewal motions, including maintaining regular check-ins with Leadership and ICs to understand how results are tracking against plan; providing insights on trends + areas for improvement, establishing operating rhythms and enabling strategic directives
• Establish and evolve key business processes and cross-functional handoffs to drive efficiency + build for future growth like renewal lifecycle processes, QBRs, forecasting, account loading, compensation + quota allocation, staffing pipeline, churn risk management, client health, client adoption/consumption
• Prepare regular reporting and presentations on business results & key trends to help the leadership team understand how they are tracking to their goals, where there is risk and where there are successes to be replicated
• Manage and become an expert in all KPIs tied to Client Success (ARR, bookings, renewal rates, pipeline, conversion rates, net dollar expansion, etc) and Services (margin, utilization, attach rate, time to implement, etc) as part of a strategic RevOps team responsible for driving accountability to outcomes and cross-functional alignment
• Monitor and analyze business performance trends on a consistent cadence
• Provide meaningful, actionable insights, advice, and recommendations on historic and the future performance to leadership
• Drive core components of the operating rhythm, including the Client Experience section of the weekly ELT datapack, quarterly company Ops Reviews and board reporting
• Implement and maintain business processes to increase data integrity and accuracy
• Ensure consistent definitions, calculations and use of critical metrics company-wide
• Drive forecasting cadence to enable predictability & accuracy in quarterly + annual target attainment; ensuring Services + Client Success leadership teams partner with Sales team to understand pipeline + expansion potential; measure + coach on accuracy, account risk indicators and productivity trends
• Build peer support and strong inter-company relationships with other key management and partner with them on various projects and initiatives
• Manage + guide on the tool stack that supports the CX organizations and ensure accurate use via ongoing sales training in partnership with the Enablement team
• Drive cross-functional alignment with key partnered organizations like Sales, Marketing, Engineering and Product to enable successful end-to-end execution of key Client Experience initiatives

Preferred Qualifications

• 7-10 years experience in Client Success, Customer Experience or Services Operations; Sales Operations acceptable with other applicable experience
• Mature understanding of GTM + client-facing SaaS strategies, experience translating them into system and process requirements & history of delivering business impact
• Salesforce.com subject matter expert with fluency in creating reports, improving processes & managing dashboards
• Proven experience leveraging and managing GTM technology platforms; current tech stack includes Salesforce, Clari, Domo, GuideCX, ZoomInfo, Google Office Suite, Slack
• Strong written and verbal communication skills, and experience as a strategic business partner
• Bachelor's degree or equivalent work experience

Benefits & Perks

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations

The hiring company does not provide sponsorship for employment visas or work authorization for this role.

Applicants must be legally authorized to work in the US without requiring sponsorship, now or in the future

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”