Director of Customer Strategy and Operations

Director of Customer Strategy and Operations

Role Overview

As the Director of Customer Strategy and Operations, you will play a pivotal role in shaping and executing our customer operations approach. Reporting directly to the Chief Customer Officer, you own the strategy and day-to-day operations for company-wide programs designed to enhance customer satisfaction, streamline operations, and support strategic business goals. In addition, you will partner with the CCO and Field Engineering leadership to support a global team of sales engineers and customer success professionals across a range of pre-sales and post-sales functions. Your expertise in customer strategy, operational excellence, and data-driven analytics will be crucial in driving growth and success for our company.

In This Role, You Will...

• Strategic Leadership: Partner with the Chief Customer Officer to develop and implement the annual and quarterly customer operations strategy, focusing on business growth, customer satisfaction, and operational efficiency.
• Customer Operations Management: Lead and optimize global customer operations, including overseeing the performance of Sales Engineers and Technical Account Managers, and ensuring the delivery of high-quality service to our clients.
• Customer Strategy Development: Develop and execute customer success initiatives that align with the company’s growth objectives, including the creation of customer engagement models, success plans, and operational processes.
• Analytics and Reporting: Design and maintain comprehensive customer dashboards and performance metrics to track key performance indicators, analyze trends, and provide actionable insights for continuous improvement.
• Cross-Functional Collaboration: Work closely with Sales, Marketing, Finance, and other key departments to align customer operations with overall business strategies and ensure cohesive execution of company goals.
• Operational Excellence: Develop and oversee processes for efficient resource allocation, market segmentation, and field engagement. Lead the company’s forecast calls and manage the operational aspects of customer success programs.
• Tool and Technology Implementation: Identify, implement, and manage sales and customer success tools and technologies that drive productivity, enhance performance, and support the customer journey.
• Communication and Transparency: Establish and maintain communication channels to ensure clear and consistent dissemination of strategies, updates, and performance results to executive teams, sales teams, and other stakeholders.
• Board and Executive Support: Prepare materials for Board meetings, executive reviews, and other high-level presentations, offering strategic recommendations based on data-driven insights.
• Standardization and Best Practices: Develop and promote best practices for key business functions, including territory planning, Quarterly Business Reviews (QBRs), and performance evaluations.

The Right Candidate Will Have the Following Qualifications & Skills:

• Experience: 10+ years of experience in customer or sales operations, with a strong background in high-growth environments and preferably within the cybersecurity industry.
• Technical Proficiency: Advanced experience with key sales and revenue technology platforms including Salesforce and Clari. Power user capabilities with key Business Intelligence platforms such as Power BI, Tableau, and Looker.  Proficiency in marketing systems and tools for cohesive reporting is a plus.
• Analytical Skills: Demonstrated ability to perform sophisticated data analysis, translating complex data into actionable insights, strategic recommendations, and executive presentations.
• Leadership Abilities: Proven track record of leading teams, driving operational excellence, and collaborating with senior leadership to achieve business objectives.
• Communication Skills: Exceptional written and verbal communication skills with the ability to present information clearly and effectively to a variety of audiences.
• Business Acumen: Strong understanding of business operations, including financial acumen, resource management, and strategic planning.
• Education: Bachelor’s degree required; MBA or equivalent advanced degree preferred.
• Sales/Customer Success Experience: Preference for candidates with prior sales/Customer Success experience or a strong understanding of sales/CS processes and strategies.

• #LI-CH1 (Chris)
• #LI-REMOTE