Customer Success and Services Operations Director

Summary

Join Ontic as an Operations Director and become a strategic business partner to the Client Experience (Success + Services) Leadership teams. You will be responsible for building an operations infrastructure that drives effective and efficient services engagements with clients, supports best-in-class renewal and expansion motions, and helps the company achieve its go-to-market strategy. This role involves collaborating with leadership and individual contributors, establishing key business processes, preparing regular reports and presentations, managing KPIs, analyzing business performance trends, providing insights and recommendations, driving core components of the operating rhythm, implementing and maintaining business processes, ensuring data integrity and accuracy, driving forecasting cadence, building peer support and relationships, managing the tool stack, driving cross-functional alignment, and ensuring successful end-to-end execution of key Client Experience initiatives.

Requirements

• 7-10 years experience in Client Success, Customer Experience or Services Operations; Sales Operations acceptable with other applicable experience
• Mature understanding of GTM + client-facing SaaS strategies, experience translating them into system and process requirements & history of delivering business impact
• Salesforce.com subject matter expert with fluency in creating reports, improving processes & managing dashboards
• Proven experience leveraging and managing GTM technology platforms; current tech stack includes Salesforce, Clari, Domo, GuideCX, ZoomInfo, Google Office Suite, Slack
• Strong written and verbal communication skills, and experience as a strategic business partner
• Bachelor's degree or equivalent work experience

Responsibilities

• Partner with client experience management teams to drive effective implementation of our new logo, expansion + renewal motions, including maintaining regular check-ins with Leadership and ICs to understand how results are tracking against plan; providing insights on trends + areas for improvement, establishing operating rhythms and enabling strategic directives
• Establish and evolve key business processes and cross-functional handoffs to drive efficiency + build for future growth like renewal lifecycle processes, QBRs, forecasting, account loading, compensation + quota allocation, staffing pipeline, churn risk management, client health, client adoption/consumption
• Prepare regular reporting and presentations on business results & key trends to help the leadership team understand how we are tracking to our goals, where there is risk and where there are successes to be replicated
• Manage and become an expert in all of our KPIs tied to Client Success (ARR, bookings, renewal rates, pipeline, conversion rates, net dollar expansion, etc) and Services (margin, utilization, attach rate, time to implement, etc) as part of a strategic RevOps team responsible for driving accountability to outcomes and cross-functional alignment
• Monitor and analyze business performance trends on a consistent cadence
• Provide meaningful, actionable insights, advice, and recommendations on historic and the future performance to leadership
• Drive core components of our operating rhythm, including the Client Experience section of our weekly ELT datapack, quarterly company Ops Reviews and board reporting
• Implement and maintain business processes to increase data integrity and accuracy
• Ensure consistent definitions, calculations and use of critical metrics company-wide
• Drive forecasting cadence to enable predictability & accuracy in our quarterly + annual target attainment; ensuring Services + Client Success leadership teams partner with Sales team to understand pipeline + expansion potential; measure + coach on accuracy, account risk indicators and productivity trends
• Build peer support and strong inter-company relationships with other key management and partner with them on various projects and initiatives
• Manage + guide on the tool stack that supports the CX organizations and ensure accurate use via ongoing sales training in partnership with the Enablement team
• Drive cross-functional alignment with key partnered organizations like Sales, Marketing, Engineering and Product to enable successful end-to-end execution of key Client Experience initiatives

Benefits

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations