Director Of Customer Operations

Director of Customer Operations

A leading SaaS tech organisation is seeking an experienced Director of Customer Operations to join them during a exciting period of growth. In this role, you will closely collaborate with their customer teams, ensuring their customers surpass their HCM strategic goals.

As a strategic leader with a proven track record in a SaaS environment, managing customer success teams and scaling operations, you will drive significant value for customers and the business. You will have experience within a tech environment that has experienced hypergrowth and transition. You will be a key influencer in the business, spearheading the customer success function and successfully delivering change in the business.

Location:

This role offers a hybrid setup with occasional customer travel and regular visits to the organisations Berkshire offices.

As Director of Customer Operations your day-to-day responsibilities will consist of the below:

• Lead and manage the Customer Success Team
• Engage in regular one-on-one meetings and quarterly performance reviews with team members to provide coaching, guidance, and support, driving towards exceptional customer outcomes
• Drive the development and implementation of programs aimed at empowering customers to maximise the utilisation of the companies suite of HCM products.
• Spearhead efforts across the business to streamline processes and enhance interdepartmental collaboration, ultimately enhancing the overall customer experience.

• Establish and enforce a robust escalation management process, ensuring clear communication and engagement with customers throughout the resolution process.
• Ensure efficient utilisation of Zendesk, Gainsight, CRM, and other systems for comprehensive customer analytics, workload tracking, and insights.

As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, the organisation can offer a wealth of benefits to add value to both your work and family life including 30 days annual leave and private healthcare. More information on the suite of benefits will be provided during initial discussions.

You will be a great fit if you have:

• Extensive experience in Customer Success or related domains, ideally with a minimum of 5 years in a leadership capacity, showcasing proficiency in navigating complex customer landscapes
• Exceptional customer-facing abilities, underscored by a proven track record of cultivating and nurturing enduring relationships with the customers
• Exhibit outstanding communication and presentation proficiencies, adept at conveying complex ideas succinctly and persuasively across all organisational tiers.
• Showcase adeptness in devising and executing strategic initiatives, with a keen emphasis on fostering growth and bolstering profitability in alignment with organisational objectives.

Success in the role looks like the following:

• Ensure alignment of team efforts with departmental KPIs and goals
• Implement ongoing enhancements to the customer account management support process, fostering greater efficiency and effectiveness in customer engagement.
• Collaborate across the customer and wider stakeholder teams to contribute to the definition, delivery, and support of continual improvement and change management initiatives.
• Take ownership of and manage the customer satisfaction process, leveraging feedback to drive strategic improvements and strengthen customer relationships.
• Ensure effective management of Customer escalations, maintaining high levels of visibility, progression, ownership, and communication throughout the resolution process.