It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
As the Director, Customer Success Operations you will support NAVEX Global’s Customer Success Organization (CSO) in optimizing the customer experience while driving operational excellence and maximizing partnerships across the broader organization. You will deliver strategic recommendations to CSO Senior Leadership through data analysis and careful prioritization of business needs aligned with high-level company objectives.
The Director, Customer Success Operations will proactively develop strategies and execute plans to optimize performance through partnership with peers across CSO and will lead a team of Customer Education, Customer Experience, Data Analysts and Operations professionals. You will work closely with cross-functional teams to drive successful communication and collaboration, ensuring alignment, especially around cross-functional initiatives.
We Offer You:
A collaborative, thriving organization with constant growth potential and strong brand recognition
An inclusive work environment centered around personal growth, career development and mentors dedicated to your success at every level
Competitive pay and benefits that matter, including the time and flexibility for a balanced lifestyle
What You Will Do:
Work with CSO Senior Leadership to define, launch and drive strategic and operational initiatives
Manage teams that support Customer Education, Customer Experience (CX), Data Analytics and Operations/Enablement
Partner closely with Product Management to ensure successful release management and CSO enablement
Partner closely with other Directors across CSO including Data Services, Implementation, Professional Services, Customer Support and Customer Success Management to drive alignment and prioritization of key initiatives
Deliver CSO Executive-Level reporting on key metrics, projects and customer insights
Drive improvements to our Voice of the Customer Program and partner closely with cross-functional leadership to align insights to CX initiatives
Support the continued customer adoption of resources including the NAVEX Global Community and NAVEX Academy
Define CSO strategic priorities and align initiatives that are tied to documented business outcomes
Work to identify internal and external risks and proactively create mitigation plans to address them
Own and drive programs around CSO systems and tools
What You Will Need:
A Bachelor’s degree from an accredited university or college preferred, not required
5+ years of experience in a Customer Success or Business Operations role
Strong Program and Project Management skills
Experience managing teams responsible for a broad scope of work
Experience owning Executive-Level reporting deliverables – must be detail-oriented with a passion for data and complex problem solving
Strong executive presence
Ability to thrive in a fast-paced environment where initiatives are fluid and require constant prioritization
Proficient working in Microsoft Excel/PowerPoint and other business systems (Salesforce, Gainsight, etc.)
Strong mentorship skills and experience leading through direct and indirect reporting relationships
Excellent verbal and written communication skills and a commitment to collaborate with people across a variety of levels with diverse backgrounds
NAVEX Global is an equal opportunity employer, including disability/vets.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!