Director, Customer Success Operations (Pacific and Central time zone, or FL, GA, VA, UT, or MA)
Full Time
Remote
Posted
Job description
Career Growth, Flexibility and Collaboration!
Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!
The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.
Position Overview:
The Director, Customer Success Operations will lead a team of highly skilled Customer Success Operations Managers (CSOM) whose primary function is to accelerate impact and efficiency of Customer Success by equipping all teams with the data and insights required to make the right decisions on behalf of our customers, and to proactively guide and enable their Entrust journey. As a pivotal part of the business, CSOMs will ensure that all Entrust teams are working together effectively and efficiently to deliver outcomes for the customer.
The Customer Success Operations Management team will perform the following duties, as well as other reasonably assigned.
1/You will guide your team to be a critical partner to the Entrust teams, driving collaboration among Sales and other core account groups, and product/engineering teams to align on a 360 view of the customer using standard customer success process, systems, mechanisms, and governance.
2/You are encouraged to think big, invent and take ownership on customer challenges. You will identify trends, patterns, and proactively propose mechanisms, tools, and ideas to help solve the customer’s challenges.
2/You are encouraged to think big, invent and take ownership on customer challenges. You will identify trends, patterns, and proactively propose mechanisms, tools, and ideas to help solve the customer’s challenges.
3/Successful candidates will have a strong program management background, be detail driven, have excellent problem solving abilities, and be exemplary communicators both at the executive and project team level. You will be skilled at leading through ambiguity, working within matrixed environments, have the ability to gain stakeholder buy-in, and negotiate and lead virtual teams. Your enterprise cloud experience and operational excellence will influence the team’s decisions, provide insight, and help drive secure and robust solutions.
Responsibilities:
Lead a team of customer success operations managers who will guide Entrust Customer Success Managers and the larger Entrust team through:
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Developing Customer Success analytics, reporting, and forecasting systems, tool stack and processes
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Developing and deliver on customer-facing processes including on-boarding, surveys, renewals, and advocacy programs.
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Creating standardized learning and enablement assets that help CSMs scale their impact.
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Develop governance cadence to bring teams and stakeholders together to surface insights, accelerate decision making, and remove blockers.
Collaborate across account teams as a customer champion and facilitator
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Analyze and make data driven recommendations to improve usage and adoption, and influence cross-functional decisions
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Create and facilitate programs such as Business Reviews (QBR/XBR), NPS, Customer Health Score, Migration tracking, and Account Team Goals
Help customers accelerate their adoption of Entrust through enabling them to realize business results, as measured by the following KPIs:
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Grow Entrust usage
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New and renewed customer commitments
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Reduced time to value
Leadership & People Management
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Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities, etc.
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Monitor team performance against department standards, and ensure that these standards are consistently met or exceeded
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Act as escalation point for issues and provide leadership and guidance to team
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Provide necessary work direction and manage projects effectively through planning, organization and project management
Basic Qualifications
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Minimum 7 years progressive experience in customer success positions in enterprise SaaS/cloud software
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7+ years experience in enterprise IT, either as a vendor, partner, ISVs, consultant or have prior experience working with or managing technical programs
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Minimum 3 years experience leading people in transformation and change management roles.
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Bachelor’s degree in Business or relevant field
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Ability to travel 25% to 35% as needed, role is remote
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Must be able to lawfully work within the US and have unrestricted work authorization for US
Preferred Qualifications:
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Ability to be a strategic thought leader and trusted advisor to customers at the C level
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Thorough understanding of software development/engineering lifecycle from conception to delivery and/or IT life cycle.
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Self-motivated problem solver with strong listening skills; demonstrated ability to ask effective questions and ability to dive deep and understand customer’s business priorities
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Able to build relationships, earn trust, and thrive in a matrixed global environment
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Demonstrated ability to maintain composure in stressful situations, support team in responding to customer needs quickly and effectively, adapts to change and is comfortable with ambiguity
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Highly analytical, technically proficient, with strong organizational and troubleshooting skills with precise attention to detail
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Superior written and verbal communication skills
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Strong project management skills, PMP and/or SCRUM/Agile, SAFe certified
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AWS, GCP, Azure or other cloud certifications
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Experience working with CRM system – SalesForce.com
This role is eligible for a remote or hybrid work arrangement. Please consult with the recruiter for more information.
Vaccination for Covid-19 is currently a condition of employment for field service roles in the U.S., subject to accommodation for qualifying reasons (i.e., medical, religious, etc.) under applicable law. If you would like more information about accommodations, contact
accommodations@entrust.com
.
For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
Recruiter:
Richa Srivastava
Richa.Srivastava@entrust.com
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