Director of Customer Operations - 100% REMOTE

Customer Operations Seattle, Washington San Diego, California Orlando, FL Springfield, IL Los Angeles, CA New York, New York San Francisco, CA Austin, Texas Boston, MASSACHUSETTS Portland, Oregon


Description

General Summary:

We are looking for a Director of Customer Operations to own driving success and operations for our customers. This role includes responsibilities for Customer Operations activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.), outcomes (e.g., renewals, up-sell, etc.), and customer service.

Major Duties & Responsibilities:

  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-selling and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
    • Map customer journey
    • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in the journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in the industry
  • Manage Customer Success Activities
    • Onboarding
    • Training
    • Professional Services
    • Customer Support
    • Customer Success Management
    • Renewals
    • Cross-sell / Up-sell
    • Advocacy
  • Measure the Effectiveness of Customer Success
    • Define operational metrics for team
    • Establish a system for tracking metrics
    • Create cadence for review within the team
    • Expose subset of metrics to the executive team, company, and board
  • Enhance Effectiveness and Efficiency Through Technology
    • Support systems
    • Customer marketing software
    • Reference and advocacy solutions
    • Customer Success Management platform
  • Inspire Customer Success Across Company
    • Create a company-wide culture of Customer Success
    • Align with Marketing around marketing to existing clients
    • Align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Align with Finance around measurement and forecasting
    • Align with Executive Team around key metrics and objectives
    • Drive company-wide definition of the ideal customer
    • Create a company-wide customer feedback loop
  • Leadership of Concierge team
    • Ensuring white-glove approach to prospective customers
    • Ensuring all training and tours are handled with excellence
    • Leadership in handling escalated issues 

Knowledge and Skills Requirements:

Education: 

  • Bachelors in Administration or related field or equivalent experience

Experience: 

  • 7+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • An enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

Virbela is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment. Equal Employment Opportunity(EEO) is the law