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Director of Customer Operations

Publishing.com

Customer Service & Support

IT & Telecoms GHS Confidential
1 month ago

Job Summary

The Director of Customer Operations at Publishing.com plays a crucial role in managing the complete customer journey, from onboarding to growth. Tasked with leading a team of support agents and coaches, this position focuses on ensuring customer success and satisfaction.

  • Minimum Qualification: Degree
  • Experience Level: Executive level
  • Experience Length: 8 years

Job Description/Requirements

Responsibilities
Comprehensive Oversight and Collaboration:

  • Directly oversee Coaching, Support, and Onboarding functions, ensuring a cohesive strategy that aligns with overall business goals and enhances customer success and experience (CX).
  • Collaborate closely with Marketing and Sales & Product to identify and implement strategies that improve the entire customer lifecycle, from acquisition through retention and upsell.


Process Optimization and Strategic Improvements:

  • Conduct thorough reviews of current processes across customer success functions, identifying areas for strategic improvement and providing actionable recommendations.
  • Serve as a critical liaison between customer success teams and executive management, facilitating the flow of information and setting clear expectations for performance enhancements across the board.
  • Forecast and anticipate the growing needs of the team(s), ensuring accurate head count for scale and proper customer coverage.
  • Proactively collaborate with the development and product team to test new features and enhancements based on collected insights from the customers.


Direct Involvement and Strategic Collaboration:

  • Actively engage in customer success operations, from onboarding processes to customer support interactions, ensuring a seamless and high-quality customer experience.
  • Forge strong partnerships with Product, Sales, and Marketing to enhance the onboarding experience, demonstrating a hands-on approach to problem-solving and process optimization.
  • Execute project management protocols, determining critical factors required to support customer goals and successfully guide team(s) focused on regular customer delivery ensuring positive results


Documentation and Metrics:

  • Document all significant changes and results achieved within the customer success domain, ensuring transparency and accountability for all initiatives undertaken.
  • Define and set the appropriate metrics and KPIs for the Customer Success team, ensuring all team members are aligned on key performance indicators that drive business growth and customer satisfaction.
  • Standard operating procedures (SOPs) resonate deeply with you; you meticulously document everything, making certain that a process is in place for each task.


Hands-On Team Leadership:

  • Lead by example, demonstrating a willingness to engage directly in customer success activities, from resolving complex customer issues to optimizing internal processes.
  • Provide hands-on coaching and development, working closely with team members on specific cases, sharing expertise, and directly contributing to the team's learning and success.
  • Oversee the development of training programs and playbooks for Coaching, Onboarding, and Support teams which improve the customer experience, support strong customer lifetime value, enable growth, and drive increased efficiency.
  • Recruit, mentor, retain, and inspire a high-performance team.


Results

  • Sets ambitious goals and is committed to not only meeting but exceeding expectations through strategic planning and execution.
  • Exhibits a relentless pursuit of success, with a track record of delivering results in a timely and efficient manner.
  • Utilizes feedback and performance metrics to continually refine strategies and approaches, ensuring the achievement of organizational objectives.


Qualifications

  • 8+ years experience in customer success management (or similar) with direct reports.
  • 3+ years experience in a B2C SaaS or Service Company.
  • Experience in a startup environment is preferred.
  • Demonstrated experience in a leadership role within Customer Success, with a strong emphasis on direct, hands-on involvement in strategy and execution.
  • Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction, retention, and growth.
  • Proven ability to review, recommend, and implement process improvements that enhance customer success outcomes.
  • Strong communication skills, with the capability to serve as a liaison between teams and executive leadership, ensuring alignment and driving strategic improvements.
  • Experience collaborating with product development to integrate customer feedback into tangible product enhancements.
  • Expertise in defining, tracking, and driving performance against key metrics and KPIs relevant to customer success and experience.
  • Technical proficiency with customer success platforms (e.g., Intercom, Zendesk) and a keen interest in leveraging technology to enhance customer experiences.
  • Excellent organizational and project management skills.
  • Willingness to travel and to participate in remote meetings for stakeholders in other time zones.

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