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BetterCloud // SaaS ops mgmt platform
 
San Francisco, New York, Atlanta    Posted: Thursday, October 01, 2020
 
   
 
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JOB DETAILS
 

BetterCloud is the leader in SaaSOps, enabling companies to discover, manage, & secure their cloud applications in a best-of-breed world. The driving force behind our work is to ensure organizations get the transformative value & benefits of adopting SaaS applications, while ensuring IT has complete control over their environment & can serve as an enabler for the business. Today, we're proud to call 1,700 companies across 60+ countries our customers but we're just getting started. BetterCloud is headquartered in New York City with offices in San Francisco, CA, & Atlanta, GA.

As the Director, Customer Operations, you will serve as an individual contributor responsible for aligning the customer experience  strategy to execution with critical focus on improving team efficiency & customer net retention.  Were looking for someone who can roll up their sleeves & own the deliverables below, with support from our data team.  

You will define segmentation, capacity & coverage operating models, & partner with our Finance team on respective customer success compensation targets. You will provide reporting & insights across the complete book of business health & assist with analyzing where we can improve efficiencies across Support & Services (i.e. utilization). You will create reporting, & analysis of leading & lagging indicators across customer segments, & you will assist with training our Customer Success team on all essential systems & processes. This position will report to the Chief Customer Officer.

Requirements

  • You have 5+ years of experience in sales, success and/or services operations
  • You are tech savvy & proficient with Excel
  • You have knowledge of Salesforce.com, admin experience a plus
  • You have knowledge of Tableau
  • You have knowledge of Pendo
  • You have knowledge of customer success platforms such as Gainsight or Catalyst, admin experience a plus
  • You are organized & able to work on both long-term projects & requests requiring a quick turnaround
  • You are capable of turning large sets of data into actionable insights
  • You love working cross functionally & globally to support the broader teams goals
  • Youre curious, insightful, & are a detail-oriented operator who can see the big picture
  • Youre organized & can manage multiple concurrent projects
  • You thrive in ambiguity & have a knack for distilling an idea into an actionable plan
  • You are adept at change management

Responsibilities

  • Accurate forecasting of global renewal & churn by collaborating with Account Management, Success, Finance, & Deal Desk.
  • Track & measure customer success, services & support operational metrics including employee utilization, retention rate, customer engagement, & product adoption.
  • Create & maintain insightful reports & dashboards to help our executive team understand customer touchpoint activities as they relate to adoption & successful renewal.
  • Work closely with key stakeholders across data, finance, marketing & product to champion cross-functional initiatives that improve the customer experience & critical hand-offs between departments. 
  • Gather business requirements & systems improvements for key CX applications, & help roll out new features, improvements, & user training.
  • Design business initiatives that analyze customer data, & trigger actions for the customer success team to proactively engage with customers.
  • Fulfill ad-hoc reporting requests & identify opportunities for improved reporting.
  • Support the installation & maintenance of additional systems.
  • Provide training to new hires on success technology tools & processes. 
  • Own post-implementation support & iteration of CX tooling (i.e Gainsight, ServiceCloud, AskNicely, etc.).
  • Lead roll out of customer adoption initiatives & track corresponding metrics.
  • Own documentation & coordinate roll out of process changes to team members. 
  • Own the coordination of our CX monthly all-hands meetings & annual kick-off events. 

Compensation | Benefits

  • Competitive base salary
  • Full benefits package
  • Stock options
  • Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled & vets.

 
 
 
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