Principal, Customer Success Operational Excellence - Herndon, United States - Expel

Expel

Verified Company

Herndon, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

You have two (among many) strengths: you dream up better processes and more efficient ways of getting things done as you go about each day, and you also have a deep sense of ownership to deliver excellence and solve problems that stems from your customer service mentality.

You know the best customer success teams create a consistent and high quality customer experience, and you have a strong track record of building great delivery systems that do just this.

By building processes and gathering and analyzing data, with a clear lens on how to make data-driven decisions, you drive constant improvement in anything under your purview and, sometimes things outside of your line of sight as well.

You know what good onboarding, service, and support look like, and you know how to engineer them into streamlined cross-functional metrics and dashboards.

The heart of what we do at Expel lives at that sweet spot between our product, our Security Operations Center, and our Customer Success team, and we're looking for someone to ensure everything flows between these systems and teams beautifully.

Ultimately you will either develop processes from scratch or enhance existing systems that will track, measure, and maximize the quality, efficiency and performance of customer success.
Do you thrive in ambiguity and have a penchant for simplifying the complex? Can you measure what matters and ensure constant improvement? If so, we'd love to hear from you

What Expel can do for you:

Offer you first-hand exposure across the customer journey and an opportunity to define and improve the customer experience for some of the most powerful and influential companies in the world
Offer you a crossfunctional leadership opportunity to advance your career and make your mark, driving productivity, efficiency, consistency, and scale across the CS org and adjacent teams
Provide a constantly growing and changing environment to foster learning in both technical and nontechnical areas

What you can do for Expel:

Bring your cross-functional and data-driven mind to connect the operational dots across departments. In your role, you will build connective tissue to ensure teams lean in on processes that result in better results for customers and more efficient use of resources
Help us make the qualitative more quantitative work with CS leadership to design the metrics that help us measure and track health of our business and health of our customers
Build out the workflows that will then feed a purchase of a customer success platform and populate it with the consistent processes and templates that make our team deliver at speed and efficacy.

What you should bring with you:

A proven track record of optimizing workflows across SaaS technical Support and / or SaaS customer success journeys
A background in rolling out, launching, and being the primary operator for a CS tool ideally Gainsight (or Totango, Vitality, Planhat, etc)
5+ years in management consulting, project management, or a core operational role
Stellar written and verbal communication skills, and presentation skills
Ability to drive decisions using data analysis and monitoring tools such as Datadog, Tableau, Domo, spreadsheets, etc.
Ability to manage effectively against business/financial metrics and budget
A commitment to crossfunctional relationships, including conflict resolution and negotiation skills
Ability to lead, scope, get buyin, and drive a project from inception to completion ontime, onbudget, and with deliverables that demonstrate outcomes
A college degree, 8+ years of experience or other compelling background

Additional notes:

The base salary range for this role is between $134,700 USD and $195,300 USD + bonus eligibility and equity.

We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data.

You'll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.

We're only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We're an Equal Opportunity Employer:

You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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