Your new company!
A tech scale up with Big Plans...When you join Exclaimer, you will be joining a global SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.
Not heard of us?
We are the industry's leading provider of email signature solutions, empowering businesses to unlock the potential of email as a key digital advertising channel. With our award-winning tools, organizations can simplify the management of email signatures to deliver consistent branding, promote marketing campaigns and company news, gather real-time customer feedback, and much more. Some of our customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 260 employees worldwide.
As part of this growth we are looking for a Director of Customer Operations, who will be integral to the success of our customer facing teams. As a part of the Worldwide Sales and Success Operations team, they will drive the effectiveness and efficiency of our Customer Success organization by collaborating with leaders within the Customer Success, Sales, and Operations teams.
We have a strong culture of data-driven decision making and this individual, along with a small team of analysts that they will manage, will function as a centre of expertise for the Customer Success organization
The role will be a “leader of Leaders” that will hold strategic and operational responsibility for the operations, processes and analysis of all customer facing teams. Reporting into the SVP Customer Engagement they will play a leading role in the growth strategy of Exclaimer.
The role is focused on discovering, implementing, and managing the best processes and tools for all Customer facing teams to use as well as leading the core customer operational teams.
The Customer Operations Director will handle strategic process decisions so that the team can focus on delivering their best work to customers. They will also have experience working closely with several internal stakeholders, including, Sales and Success Operations, Sales, Finance, Product, Customer Success, and the Executive/Senior Leadership team.
Leadership
- This role will be responsible for the success of all teams that handle operational customer activities including Renewals, Sales Order Processing and Credit Control
- You will need to manage resource effectively across these teams to ensure all business-critical tasks are always covered.
- Handle recruitment and a team growth strategy that takes in to account business and process efficiencies as the business scales
- As well as being line manager for the Customer Ops teams analysts willing to dig into complex problems and become an expert in Customer operations at every level
- Report to leaders and executives on results, forecasts, and trends with insights and analysis through dashboards, presentations, and data models
- Driving accountability and alignment across functions to deliver against key strategic initiatives
Process and Business Efficiency
- Mapping the end-to-end lifecycle of our customers so we can give the best experience possible at every stage.
- A key part of this role will be to document and circulate all customer process to the wider business. Some example processes would be – cancellation process, customer handover process, payment chasing.
- As well as the Customer Operations processes this role will help shape and optimise Customer Success and Support processes to ensure the entire customer journey sings with efficiency and gives a great experience.
- Establish and manage policies, procedures and reporting and drive operational results across the Customer Success team.
- Develop recommendations for new business processes and initiatives to support improvements in Customer Operations
- Translate business initiatives into actionable objectives for Customer Success operations by developing, coordinating, and implementing a plan then measuring the overall impact and success
- Partner with cross-functional teams on business initiatives that impact systems, reporting, policies, and process improvements.
Data and Analytics
- Ability to pull data points and analyses together to influence leaders and provide strategic recommendations.
- Have the grit to dig in to the business data siloes to pull together the key customer data points and calculations in to one place (Currently Salesforce)
- Utilise predictive analytics to provide trends and insights around retention, churn, renewal linearity, and propensity to buy.
- To be successful, the Manager, Customer Success Operations will have demonstrable experience in analyses, reporting and processes - retention, renewal processes, compensation, performance, renewal trends, churn, and forecasting.
- Researching and Implementing Tools / Software to support the Success team
- Building and Maintaining Reports and Dashboards to track team metrics
- Forecasting capacity planning, workload and CSM needs
- Communicating with other departments around Customer Success planning and goals
- Measure our success by building reports and dashboards, leveraging Salesforce.com, our Data Warehouse, and dedicated Business Intelligence tools.
- Providing all necessary reports, assisting management in goal setting and promoting company growth and anticipating and forecasting trends and patterns of the company and marketplace
Channel Customers
- Using our data and analytics we will share upsell and churn analysis with our channel network to further increase our net retention.
- Keep our channel customer data clean and accurate and make sure we can see the full channel customer journey through our internal platforms.
- Roll out any new processes we’ve found effective with direct customers to our channel customers.
- Formalise our channel customer processes across all teams.
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BA/BS or equivalent experience
- 5+ years of related experience focused on using data to uncover insights that drive action within the Operations function
- Proven ability to coach, mentor, and develop individual contributors
- Experience across multiple operations functional areas: Sales, Services, Customer Success
- Background in SaaS or a recurring customer subscription model company
- Experience using Customer Success Software, CRM Software and BI Tools
- Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
- Demonstrated ability to roll-up sleeves and work with team members in a hands-on management capacity
- Interprets business issues and recommends best practices and innovative solutions
- Communication skills and an ability to partner effectively across the organization from the individual contributor to executive leadership level
- Ability to work under tight deadlines and prioritize multiple deliverables and responsibilities, while also leading or leveraging cross-functional teams, to deliver projects on time
- Experience leading the ideation, planning, and implementation of business processes to enable more effective operations
- High standards of accuracy and precision
- Ability to think creatively and problem solve; highly-driven and self-motivated
- Ability to use dashboards to drive performance measures, maximise company growth and asset development
- Possess strong leadership and communication skills for training and motivating teams, creating the vision for the future of the company
- Be process driven and be able to work at a fast paced in a changing environment
We offer you a challenging job in a growing international software company with a competitive remuneration structure. You will be part of a fun and hardworking team.
- Join a fast-growing SaaS company
- Work in an exciting, collaborative environment
- Hybrid/remote working
- Casual dress code
- Flexible Schedule
- Paid Time Off
NOTE: We work flexibly at Exclaimer (choose a work from home/office arrangement that suits you!). Some meetings and planning sessions would be in either our Farnborough or London office so some in office attendance is preferred.
Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.
Exclaimer does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Exclaimer is not responsible for any fees related to unsolicited CVs.
We default to running our recruitment process virtually
At Exclaimer, we’re proud of our market-leading position and our proven track record is down to the exceptionally talented individuals we have working for us. Their enthusiasm and skills make a real impact on the quality of service that our customers receive.
Working for us is both challenging and rewarding. We enable our people to be the best they can be by providing the resources and opportunities needed to be successful. We pride ourselves on nurturing our talent by providing exciting career prospects within a dynamic, challenging and rewarding industry.