The Senior Director of Operations for the Customer Adoption, Revenue Retention and Engagement Office is responsible for driving xLoB GTM Customer Engagement Operations, programs and insights to improve the effectiveness and efficiency of the customer engagement organization resulting in improved customer renewal rates, customer satisfaction, solution adoption acceleration and customer success. This role is also responsible for contributing to the operations leadership and execution of reporting processes, data management, processes, renewal forecasting, reporting/ analytics, field processes, and deploying related systems, tools, and processes as required. Provides overall direction to both direct reports and cross-functional teams executing within effective and agreed upon governance models and contributing to continuous innovation and cost effective customer delivery models.
Watch: Career Advice
-Delivery of programs that lead to improved financial performance (e.g., renewal rates, upsell rates)
-Delivery of programs & intelligence that lead to improved customer adoption & ability to execute value plays
-Development of Predictive Modeling for Intelligence based engagement and forecasting financial outcomes
-Supports & Contributes to the development of a vision and builds a road-map to enable operational excellence, process optimization, and execution through respective teams.
-Connects strategy to execution and create the respective links for team members.
-Understands and champions core operations processes, tools, or services including but not limited to: Go-to-Market, Renewal Planning, Renewal Deal Execution, Forecasting, Performance Management and defined Operations Services.
-Increases Organizational Productivity o Delivery of Global standardization and practices
-Adapt to evolving business models and xLoB GTM
-Exercise Strong Program & Project Management Discipline
-Design & Deploy to scale for growth
The Senior Director of Operations manages the execution of operational programs & practices for the Organization by integrating current and future customer needs and translating the company’s business and financial objectives into operations goals, programs and projects, under the direction of the VP of Operations and Programs. Builds and maintains strategic partnerships with key decision makers internally and externally. Formulates clear operations objectives and strategies and ensures understanding in the organization. Responsible for the management and advancement of individual contributors and the teams. Focus on facilitating the performance of the teams, setting goals and direction and issue resolution and escalation. Interpret internal and external business and customer needs and makes changes in policy to align with requirements; responsible for vision of operations and programs group; demonstrated ability to contribute to CCO strategy.
Send To A Friend
Posts
