Customer Success Operations Director is a key role responsible for managing all operational activities for a 40-peron CS organization. This includes managing the reporting and tracking of major key business indicators through the customer life-cycle within Milestone organization. Key areas of focus include managing and reporting on OKRS' including but mot limited to Growth, Churn, Retention, Customer Life-time Value, Onboarding Metrics, Operational discipline adherence, Customer Health, Team utilization, capacity. The person in the role is responsible for managing our key systems for CS organization - Strikedeck and Wrike. Other responsibilities include being the primary interface for the Customer Success team with other organizations within Milestone for business related items such as pricing, account assignment, incentive management, capacity planning, workload assessment. The role reports into Vice President of Customer Success. The detailed responsibilities of the role include the following: People Practices : - Become a trusted advisor and partner to CS leadership - Handle ongoing CS practices with CS managers and directors, including account assignment, incentive management, workload assessment, capacity planning. - Natural go-to across the business to understand and support CS processes and metrics. Process : - Develop processes and analytics to drive key decisions within the CS organization. Handle challenging business problems, support change and innovation within the organization, including, customer segments, customer journeys, customer health, renewals and upsells, risk management, escalation management, and customer engagement - Structure and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses and developing recommendations. - Drive CS team member trainings by coordinating sessions in collaboration with Product team - Assist CS leadership on ad-hoc programs Metrics - Prioritize multiple projects in a fast-paced environment and aligning deadlines across multiple stakeholders - Translate key business initiatives from CS stakeholders to project work with deliverables and executed these projects in partnership with Systems team. - Suggest improvements in reporting efficiency and enforce an operating cadence around forecasting and operational reporting across the global CS teams - Gather data and provide analysis on various functional aspects including, SLA, Churn, Reporting, and Voice of Customer Systems : - Support processes, programs, and tools to improve efficiency within a Customer Success department (knowledge base, data integration, CS Platform, ticketing, project management, and workflow management). - Provide strategic guidance to the Business Systems team to assist in streamlining departmental workflows and processes in Strikedeck, NetSuite, and Wrike. - Skilled in Medallia Strikedeck for Customer Success Platform, Wrike or other Project Mgmt Platform, Service Desk, JIRA, NetSuite, Excel, Smartsheet Requirements : - BE or MBA with overall 15+ years of Industry experience - 5+ years of experience of handling B2B CS operations - Excellent communication and presentation skills - Exposure of dealing with multiple stakeholders - Strong and relevant experience in program management and/or operations - Experience in Search is a plus - Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 500+ employees ) - Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management - Ability to learn and use Milestone Platform - SaaS or Agency experience is a plus

Bangalore

Ahmedabad

Anywhere in India/Multiple Locations

Milestone - Director - Customer Success Operations 

Job Description for Milestone - Director - Customer Success Operations  in Milestone Inc in  Bangalore Ahmedabad Anywhere in India/Multiple Locations for (15-18) years of experience. Apply Now!