Director Customer Success Operations

Descrizione

Alfresco is seeking an experienced Operations leader to help define and manage the operational needs for the Customer Success (CS) organization of Alfresco, which includes technical support, premier services, customer success management, professional services and training.  This key role has responsibility that includes, but is not limited to, key initiative project management, creation and optimization of global organizational processes, change management support and support with data and analytics insights that help drive decision making by the Customer Success leadership team, of which this role is a dotted line member.

Responsibilities

• Help define and evolve global processes, materials and tool experiences to maximize efficiency and reduce customer effort (e.g. KCS rollout, critical situation management, customer portal, support technologies).
• Work with the leadership team to define, produce and deliver key business dashboards and metrics that measure customer experience (NPS, customer health, customer effort, CSAT), that measure operational excellence and our contribution to ARR growth and mitigation of ARR Churn.
• Analyze and interpret key performance indicators (KPIs) and other metrics. Deliver insights & recommendations to the business based on trends
• Drive conversations around technology and data strategy needed to support CS business.
• Collaborate with Finance and the CS Leadership team to manage and report on a rolling budget planning and expense management process. 
• Produce and deliver a biweekly CS and business performance brief that includes key project update statuses to CS Leadership.
• Be an cross functional ambassador with Alfresco and with vendors on behalf of the Customer Success organization.