Director, Global Customer Success Operations

Deputy Atlanta , GA 30301

Posted 5 months ago

Want to make a genuine impact in a hyper-growth SaaS Product company?

With over 90,000 businesses now on the Deputy platform, our team has done exceptionally well in scaling the business and building out product functionality. We've only scratched the surface in terms of what we can do for the global economy. Want to lean more? Apply today!

We are looking for an experienced leader to guide the team in building key foundational capabilities, processes and tools that drive operational excellence, efficiency, world-class service and value for our customers, and ease of other functions and teams working with the Customer Success team internally.

Key areas of responsibility include management of our Customer Success team systems, processes, reporting and metrics including pre-sales support, delivery driven through our Customer Project Management Office (PMO), Resource Management Office (RMO), IP/content strategy and model, Training, Support, Success Management and various initiatives to establish or enhance these areas.

You are a strong leader who enjoys working cross-functionally, for a large internal customer audience, and at various levels within the organization globally, helping to solve problems and improving the team's execution through coaching, learning, consistent processes, metrics, tools and automation.

Responsibilities:

  • Support our standardized offerings that represent best practice Services and Training delivery, systematize the generation of standard estimates and SOWs with these offerings, and partner with sales to train and successfully deploy into the pre-sales model

  • Develop baseline Service PMO and overall RMO capabilities at scale

  • Support our Services quality assurance function

  • Define and support our overall CX content and IP strategy and model for both internal (team members) and external (Customer and Partner) self-service solutions

  • Support and enhance our online Training delivery systems

  • Develop key reports and dashboards

  • Collaborate and develop strong relationships with leaders at several levels cross-functionally and globally on a regular basis

  • Drive consistency and operational execution excellence

  • Work closely with the global PMO on cross-functional initiatives

Requirements:

  • 10+ years of experience in Professional Services in high-tech software companies

  • 5+ years consulting, project management or other service delivery experience

  • BA/BS degree in relevant focus area

  • Experience in executing this type of role in a Services team in transformation at high velocity

  • Strong leadership; building and mentoring teams

  • Ability to think strategically and to execute impactful deliverables

  • Excellent verbal, written communication and presentation skills

  • Detail oriented

  • Willingness to travel

WHY JOIN DEPUTY?

Deputy bring in $81M series B

No. 5 on Forbes Cloud 100 for 2018: Rising stars

Why IVP invested in Deputy

Check out why our customers love us GetApp and G2Crowd.

WHO IS DEPUTY?

At Deputy our mission is to change how hourly employees are managed globally.

Bureau of Labor and Statistics reported over 80 million hourly workers comprising over 60% of the US workforce in 2017. Global estimates are that hourly workers are 80 % 90% of the workforce. Yet while hourly workers comprise such large majorities of both the U.S. and global workforces, there is a stark lack of software tools available today that directly address their needs.

There are literally millions of workers and businesses clamoring for a technology-based solution to bring the mundane tasks associated with work and scheduling into the modern world.

Deputy is changing all of that. Deputy provides a single, convenient application to handle shift scheduling, timesheets, tasking, and communication a huge boon for managers and employees alike.

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.


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Director, Global Customer Success Operations

Deputy