BlackBear Careers

Title: Director, Client Operations 

Job Description:

1. Strategic Ownership of Key Accounts
   1. Maintain strategic direction and relationships across strategic accounts as in phase 1
   2. Provide strategic direction across all account delivery in partnership with account management

1. Executive Management of our core delivery functions and evolve our capabilities to deliver ongoing services
   1. Ensure our services are delivered at a top quality level and measured
   2. Manage and evolve overall client delivery against defined process (36 processes/Growing)
   3. Develop our Customer Satisfaction Metrics, Targets and Plan 
   4. Build and deliver Client Programs to client groupings
   5. Build and deliver against Services Roadmap
   6. Manage overall skills, accountabilities, resources and budgets for services team
   7. Manage Client Information System/Data Records for managing all client processes
   8. Manage interactions with sales, account management and product teams
   9. Deliver customer use case validation, ROI validation and Customer examples to Marketing

1. Operational management of all client operations functions to deliver for clients and deliver the company client plan.   Functional  management of the following areas:
   1. Customer Success
   2. Client Support
   3. Service Delivery of implementations and professional services
   4. Client Operations Partner Management

1. Management of Key Resources and Departments
   1. Customer Success and Training (Amy Hughes) +3
   2. Implementation and Technical Services (Alyson Hall)
      1. Implementation +5
      2. Technical and Professional Services +3
   3. Support  (Vacant) +3

1. Responsible for the Following Management Processes
   1. Bi weekly Client Level 10 Meeting (based on Talemetry Operating system process)
   2. Weekly client coordination meeting
   3. Quarterly Client Operations Planning Meeting/Process

6. Key Year 1 Outcomes

1. Create a long-term services plan for approval, including services roadmap, delivery approach, financial and success metrics.
2. Evolve overall team business acumen and client alignment
3. Evolve overall client visible success, ROI and market client advocates with marketing