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Director, Customer Success Operations

Location:

Atlanta - Georgia - USA, Austin - Texas - USA, Boston - Massachusetts - USA, Chicago - Illinois - USA, Indianapolis - Indiana - USA, Lowell - Massachusetts - USA, San Francisco - California - USA

Function:

Professional Services and Consulting

Ref #:

2019003368
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Description

We’re hiring a Director of Customer Success Operations whose mission will be to drive the effectiveness and efficiency of our Customer Success organization in collaboration with the broader Services team, including Renewals and Professional Services. You will report into the Vice President of Customer Success & Renewals and be a trusted partner in defining the overarching operational strategy for supporting and managing recurring revenue across our global customer base, partnering with senior leadership within the Services team to establish strategic plans and operational and financial objectives to unlock productivity and accelerate execution. This role will also collaborate with other leaders across Kronos functional teams like Sales, Professional Services, Marketing, Customer Experience, Technical Support, Product/Engineering, and others and supports operations across our global footprint of $1B+ in recurring revenue.

Key Responsibilities:
• Work with the Vice President and Customer Success leaders to develop our standard operating model and to define strategic priorities, program metrics, and analysis in areas such as customer segmentation and internal resource allocation.
• Lead the evolution and expansion of the predictive modeling and analytics associated with our customer base. Determine the appropriate data elements to enrich and refine the analytics model, partnering with other organizations to aggregate data including product usage information, support engagement metrics, marketing engagement, survey data, and other relevant data points.
• Drive the business performance management framework, including performance and compensation management of our team and incorporating financial/operational metrics that drive informed business decisions, identification of trends, and recommendations to optimize performance.
• Create dashboards and presentations to report on results and progress against program metrics.
• Collaborate with other Customer Success and Renewals leaders to analyze and identify reasons for poor customer adoption and to create mechanisms to detect early signals of customer risk. Build playbooks for customer-facing teams to follow and utilize programmatic mechanisms to neutralize those risks.
• Lead effort to develop success programs for our channel partners, including resellers and delivery partners.
• Support efforts to leverage marketing tools and other technology to scale customer success into lower-touch segments and partner with the Community team to integrate and operationalize the customer success strategy.
• Develop the tools and technology roadmap needed to support Customer Success and Renewal efforts; manage and maintain customer success technology solutions.
• Work closely with the customer experience/voice of the customer team to drive enhancements in survey processes and approach; lead analysis of survey results and define actionable, cross-functional insights.

Qualifications

• BA/BS Degree, with 5+ years management experience, and 7+ years of experience with leading programs and/or operations, ideally within a Customer Success organization or within an enterprise technology company.
• Broad knowledge of Customer Success and Renewals and the processes, challenges, and business context associated with managing a recurring revenue and SaaS-based business.
• Experience driving large and complex initiatives from framing the problem and conducting research/analysis, to building the business and operational plans to address, to driving execution, to success.
• History of operational excellence and exceptional analytical skills and execution abilities.
• Experience evaluating, implementing, and using technology such as Power BI and complex Excel tools, Salesforce.com, and Customer Success & Renewals tools (Gainsight experience preferred).
• Metrics-orientation and data-driven approach; previous experience in planning, financial analysis and budgeting a plus.
• Experience developing and driving process and system automation and expanding those initiatives to scale.
• Strong verbal/written communication and presentation skills, including an ability to communicate effectively within a diverse environment and with C-level executives.

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.