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Title: Director, Customer Success Operations
Date Posted: 2017-08-30
Location: Indianapolis, IN; Lowell, MA
Corporate overview

You're empowered when you're a Kronite

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance -- to live inspired. In fact, it's expected! Whether you're playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you'll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you're a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries - including more than half the Fortune 1000(r) - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications. Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

Kronos is an Equal Opportunity Employer.

We're hiring a Director of Customer Success Operations whose mission will be to drive the effectiveness and efficiency of our Customer Success organization. You will report into the VP of Global Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. This role will collaborate with other leaders within the Customer Success organization and with other Kronos functional teams (Sales, Services, Marketing, Customer Experience, Technical Support, Product, etc).

Some of the things you'll be doing include:

- Customer Success Planning & Monitoring: Partner with the Customer Success VP and CS leaders to lead analysis and recommendations related to the annual planning process. Work with the VP and Customer Success leaders to define strategic priorities, program metrics, and analysis in areas such as customer segmentation and customer success coverage model/resource allocation. Lead monitoring and analysis of results vs plan.

- Customer Success Team Measurement: Work with the VP to define variable compensation framework for CS organization.

- Reporting: Create dashboards and presentations to report on results and progress against program metrics. Make strategic recommendations to key stakeholders for improvements based on insights.

- Customer Engagement Process: Lead customer engagement optimization analysis to determine, validate, and optimize the right touch points along the customer journey to drive optimal adoption, retention, and expansion across all customer success segments.

- Playbook Framework: Collaborate with other Customer Success leaders to analyze and identify reasons for poor customer adoption or churn, and mechanisms to detect early signals of at‐risk renewals. In partnership with other CS leaders, build Playbooks and Triggers to neutralize those risks.

- Partner Success Program: Lead effort to develop success program for our channel partners, including resellers and delivery partners.

- Community Success Program and Customer Communication: Coordinate with customer success digital marketing manager to develop and execute scalable programs and campaigns to drive adoption and renewals, as well as identify and neutralize customer risk.

- Customer Happiness Score and Analysis:
oLead the evolution of our customer happiness score. Determine the appropriate data elements to enrich and refine the score, partnering with other organizations to aggregate data including usage/engagement stats, support engagement metrics, marketing engagement, survey data, etc.
oGenerate and trend customer happiness reporting, both at a macro level across global customer base, as well as at a the vertical, product, customer success segment level.

- Tools and Technology
oDevelop the tools and technology roadmap needed to support customer success, and managing and maintaining customer success technology solutions.
oWork closely with internal information technology teams to ensure an integrative approach exists to track customer engagement/adoption data.
oDevelop business cases as needed for new technologies/solutions.

- Customer Experience
oWork closely with the customer experience voice of the customer team to drive enhancements in the survey process and approach.
oLead analysis of survey results and define actionable cross-functional insights. Identify customer satisfaction issues and action plans (customer outreach campaigns, insight dissemination, etc.)

- BA/BS Degree, with 5+ years management experience, and 7+ years of experience with leading programs and/or operations, ideally within a Customer Success organization.

- Excellent Communicator. You know what to say and more importantly, how to say it.

- Collaborative. You are able to bring disparate groups together and reach consensus.

- Independent. You are self-directed and resourceful.

- Problem Solver. You love tackling the most difficult of challenges and know how to get to the best solution.

- Experience with enterprise level account management and technology; experience implementing technology solutions to support enterprise customers

- Metrics-orientation and data-driven approach; previous experience in planning, financial analysis and budgeting

- Experience developing and driving process and system automation and expanding those initiatives to scale

- Experience communicating and collaborating regularly with C-level executives

- Visionary and diplomatic leader able to drive change in a robust, globally dispersed, matrixed organization

- Superior communication skills with the ability to influence without direct authority at all levels of the organization, including peers, direct reports and senior leadership

EEO Statement
Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

Apply via this link only:

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Company: Kronos Incorporated
Contact person: Not mentioned
Contact information: info@kronos.com (DO NOT APPLY VIA THIS EMAIL ADDRESS)