Director of Customer Success Operations

About Us:

#60 on the 2018 Inc. 5000 list of the fastest growing companies in America, SOCi is the leading social media and reputation management platform built to address the complex needs of highly visible Multi-Location businesses. An award-winning leader in the industry, SOCi has pioneered more than a dozen unique marketing tools to help multi-location brands oversee, maintain, and protect their brand at the national level, while simultaneously scaling presence across hundreds, sometimes thousands, of local pages. SOCi was also recently named the winner of the Local Visionary Award for “Best Social Media Solution for Multi-Location Retailers” and one of Business Review’s Top 10 Start-Up’s to Watch in 2017.

The Role:

The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As the quarterback and driver of account onboarding, enablement, adoption, expansion, retention and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management.

The Director of Customer Success Operations, in partnership with the VP of Customer Success and the broader SOCi executive team, is responsible for envisioning, developing, implementing and reporting on processes, programs and technologies that enable the efficient and effective delivery of the SOCi customer success model. This role requires a deep understanding of the drivers of customer adoption, growth, retention and overall customer satisfaction within the Software-as-a-Service industry. Key outcomes of this role include the definition and implementation of scalable, repeatable and profitable delivery of post-sales services across all phases of the customer lifecycle including onboarding, training, support, customer success management, professional services and retention marketing. This role is responsible for driving measurable, continuous improvements in customer retention, revenue protection, revenue expansion and customer satisfaction.

Responsibilities:

• Work in a cross functional manner to develop and maintain complete situational awareness of the SOCi business and understand key drivers to customer health, retention, adoption and overall satisfaction.
• Make recommendations to improve efficiencies through development and adoption of best practices related to the company’s onboarding, training, support, customer success management, expansion, renewal, critical account management and churn processes and standardized procedures including playbooks and process documents.
• Create and evolve all process artifacts and playbooks that align SOCi customer success in the deployment of the most impactful customer journey.
• Implement and manage customer success software – including Salesforce, Gainsight, Skilljar, Freshdesk, Salesloft and Pardot – to facilitate a fully integrated customer success operational model across the entire customer lifecycle.
• Maximize usage of all customer success software – working closely with vendors to ensure SOCi is leveraging the latest functionality to increase productivity and effectiveness across business processes.
• Drive customer data quality and efficient systems and process standards by partnering with cross-functional teams to build an integrated and accurate customer record.
• Define, develop and fully operationalize KPIs, reporting dashboards and workflows that facilitate the analysis of customer data and drive actions across entire customer success organization to proactively manage all phases for the customer lifecycle, retention and customer risk.
• Provide SOCi executive team and customer success leadership with regular reporting and customer insights as appropriate – both scheduled and ad-hoc.
• Fulfill ad-hoc reporting requests and identify opportunities for improved reporting.
• Create and maintain training on processes and customer success software system configurations.
• Provide training to new hires on customer success software tools.
• Facilitate the cross-functional relationship between customer success and product development to champion serviceability, roadmap prioritization and product quality with a focus on increasing customer success and retention.
• Partner with customer success leadership and finance in managing and refining the renewals, expansion and churn forecasting and compensation attainment process through the appropriate reports and dashboards.
• Using accurate and timely data and dashboards, work with CSM’s and sales account executives to help identify top customer candidates for expansion / upsell opportunities.
• Provide data-driven guidance to customer success leadership team in evaluating CSM workload and account assignments to forecast account re-distribution or hiring needs.
• Lead CSM on-boarding and on-going enablement, including ensuring all processes are well-documented, centrally maintained and up to date.
• Execute detailed root cause analyses and post-mortem follow-up for all lost accounts and working with customer success leadership and sales rollout process improvements to help reduce identified churn risk with other customers,
• Manage the tools and technology roadmap needed to support customer success
• Other duties as assigned.

Required Skills + Qualifications:

• 7+ years verifiable experience in customer success operations or equivalent experience such as sales operations or business operations
• Effective communication skills, both written and verbal
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
• Driven by personal, team and company achievement with a commitment to excellence
• Strong interpersonal skills & proven success in cross-functional collaboration
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Experience and comfort interacting with and influencing C-level executives
• Advanced proficiency with MS Word, MS PowerPoint, MS Excel, comfortable with Salesforce, familiar with Jira, and any with experience with CRM or SaaS support software is a plus
• Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes
• Experience in SaaS, Social Media Management and enterprise software
• BS or equivalent education and relevant experience – MA/MS/MBA Preferred
• Coachable, open to feedback and dedicated to constant self-improvement

What’s SOCi’s culture like?

Our passionate team of SOCialites work in a casual dress environment (no suits and ties here), quarterly team events, monthly catered lunches, periodic potlucks, daily office snacks, fresh fruit, and coffee. Every new team member will be equipped with a MacBook and a full tech center at their desk to plug in and out of. Above all, you will get to work with a passionate team that loves to laugh-so you might want to make sure your GIF game is strong.

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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