Senior Director Sales Operations
Senior Director Sales Operations
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$ 206000 - 308000
1 Vacancy
Job Description
Job Description
What were looking for:
We are seeking a strategic and experienced Senior Director of Customer Success Operations to lead and optimize our customer success initiatives. In this senior leadership role you will be responsible for driving operational excellence scaling processes and leveraging data insights to enhance customer satisfaction and retention. You will work closely with the Customer Success Sales Product and Executive teams to align on strategic goals and ensure that our customers achieve their desired outcomes.
This is a fastpaced and evolving sales environment that requires excellent communication skills the ability to multitask and work towards a deadline. The right candidate will possess a strategic mindset that will be able to partner with Sales Leadership and other GTM team members to ensure diverse thought leadership that ensures our GTM organization continues to scale and meet our overall growth objectives.
What youll be doing:
Strategic Leadership Develop and execute a strategic vision for Customer Success Operations aligning with the broader goals of the Customer Success team and the company.
Process Optimization Lead the design implementation and continuous improvement of scalable customer success processes. Identify and address inefficiencies to enhance team productivity and customer satisfaction.
DataDriven Insights Oversee the development and maintenance of dashboards and reports that track key performance indicators (KPIs). Provide strategic insights to senior leadership and the Customer Success team to drive decisionmaking.
Technology Management Manage the selection implementation and optimization of Customer Success tools and software (e.g. CRM Customer Success platforms). Ensure that technology solutions support the teams goals and improve operational efficiency.
Customer Journey Enhancement Lead initiatives to map and optimize the customer journey identifying opportunities for increased engagement value delivery and customer success.
Team Development & Enablement Build and lead a highperforming Customer Success Operations team. Develop and implement training programs to ensure the team is equipped with the knowledge skills and tools needed for success.
CrossFunctional Collaboration Serve as a key liaison between Customer Success Sales Marketing Product and Support teams. Ensure alignment on customer goals and facilitate seamless collaboration across the organization.
Customer Feedback & Insights Oversee the collection and analysis of customer feedback. Lead efforts to implement improvements based on insights gained driving customer satisfaction and retention.
Operational Forecasting & Planning Lead the development of customer success forecasting and capacity planning to ensure the team is appropriately resourced to meet customer needs.
Customer Segmentation Strategy Develop and implement customer segmentation strategies tailoring approaches to different customer groups to maximize their success and satisfaction.
Qualifications:
Ten years plus of experience in Operations CX & Strategy with a demonstrated history of improving sales productivity retention by providing datadriven insights preferably in the software/technology industry.
Flexible fast learner who thrives in a fastpaced work environment.
Datadriven mindset with proven experience utilizing metrics & insights as tools for informed decisionmaking.
A strong team player who supports their team and embraces ownership accountability and responsibility for the teams work.
Strong financial acumen and understanding.
Experience with Salesforce Gainsight or similar CRM.
Strong organizational skills and ability to prioritize and communicate.
Strong team leadership skills to continue growing and scaling GTM Operations organization.
Excellent listening verbal written communication skills.
Where We Work:
Fully Flexible
In this role youll work primarily remotely with the support of a dynamic and caring team. Well provide you with the digital tools and experiences to be togethereven when were apart. Being digital first doesnt mean were digital only. Youll also have the flexibility to join us at a Zendesk workspace in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect collaborate learn or celebrate in person.
#Remote
Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific inoffice schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.
Required Experience:
Exec
Employment Type
Full-Time
