Director Client Success Operation

Job description

CHILI publish is a fast-growing SaaS company with the most advanced and flexible online editor to automate repetitive tasks for graphic designers, reducing bottlenecks in the production phase for brands, agencies and printers. CHILI publisher is the preferred creative automation tool for over 230 companies globally including Mars, Philips, HH Global, Oliver Marketing,… and can easily integrate with all their existing marketing automation, eCommerce, CRM, Workflows, DAM or PIM solutions.

Every year we onboard about 60 new customers to our platform. Our Client Succes team's goal is to offer to  the best customer experience and maintain an excellent NPS.  To lead this team with the daily operations we’re looking for a strategic and problem-solving Client Success Operations Manager. 


What will you do?

A Director Client Success Operations allows Client Success Managers and the Client success Leadership to focus on their tasks at hand, for increased productivity.
Director Client Success Operations - is responsible for conducting all the tasks that are assigned to implement customer success strategies. These tasks range from tracking the customer usage to come up with actionable insights to measuring and reporting the KPIs.
Director Client Success Operations is responsible for executing customer success strategies to help CSM run efficiently, forecast upsells, churn to reach set quotas.
In a nutshell, this role will lead the development and maintenance of CS KPI dashboards, including the maintenance of a customer health score to inform CSMs' decision making. Ensure Client Success is capturing the right data. Install a data-driven rigour to enable quick decision-making.


What do we want you to take on?

Data

  • Reporting: Reports to the management on KPIs (NNR, NPS, CSAT, HS, renewals, upsells & churn forecasts) through dashboards and/or presentations
  • Analysis: Track leading indicators or renewals, upsells and churn and analyse them to understand what’s going well and what’s not.

Processes

  • Customer Lifecycle: Together with product evangelism/marketing, determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
  • External Communications: Coordinate with 1:Many Communications to synchronize email outreaches with CSM touchpoints
  • Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
  • Opportunity Management: Identify opportunities for upsell

Cross-Functional Coordination

Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:

  • Relay customer feedback to the Product team
  • Align with the Support team on resolution of major cases and report bugs to the Engineering team
  • Provide feedback to Sales on the readiness of our customers
  • Help the Onboarding team overcome any delays in implementation

People

  • Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as requested by VP CS
  • KPI comp. : Help provide visibility on the metrics on which bonuses are based
  • Enablement: Provide materials and data that help CSMs work more effectively

Systems

Implement, maintain and manage software(s) that simplifies CSM operations activities.

Requirements

Do you fit the profile?

  • Bachelor’s degree, or equivalent years of experience desired in SaaS or technical industry
  • At least 3 years of working with fast-paced commercial Operations teams for enterprise
  • Experience building strategy, processes, and tools that were consumed by commercial team
  • A healthy obsession with data and efficiency
  • People-Canny: You are able to easily adapt to different personalities and levels within an organization.
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Extensive experience working with Salesforce and Salesforce integrations (other CRMs and CS solutions, a plus)
  • You think like the business owner and get the job done. No"ifs". No "buts"

The core values of the company will translate in our expectations

  • Ownership – You take ownership and responsibility of what you do.
  • Teamspirit – There is no I in "team". If you scratch my back, I'll scratch yours.
  • Flexibility – A customer in need is like a damsel in distress. We, the knights, will jump to resolve the issue. This can happen anywhere, anytime. But, flexibility works both ways. We recognize and value flexibility.


Why join us?

CHILI publish is a customer-focused international scale-up, which means want to create the best experience for our customers, but also for the team who take care of our customer support.

Therefore our CS team developed their own Customer Success workflows with Operational Excellence in mind and integrated modern CS tools like Planhat, Salesforce, and Zendesk.

You should join our team if you want to take ownership, offer support as a team, and give and receive flexibility. Because these are the three core values we live, work and play by.

Besides an interesting salary package and a personal learning budget, we do offer extra benefits according to your needs. When you apply, we’ll guide you through all the possibilities.

Our headquarter is based in Aalst, Belgium, but we have tons of experience and colleagues from all over the world so working remotely is no issue.