Customer Success Field Operations Director
New
C
CoupaSaaS technology
Workplace type: Remote; Listing location: New York, New York, United StatesFull-TimeDirector
Salary128,000 - 179,333 USD per year
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Job Details
- Experience
- 5-8 years of relevant experience in Revenue Operations, Customer Success Operations, Sales Strategy or Business Operations; 5+ years of experience in the software industry and cloud platform businesses.
- Required Skills
- SalesforceBusiness OperationsMicrosoft Excel
Requirements
- Bring strong executive presence and communication skills, and lead through influence and credibility.
- Demonstrate leadership, independence, and the ability to manage and influence stakeholders.
- Understand the post-sales customer lifecycle, including renewals, retention, and expansion.
- Have analytical, problem-solving, organizational, project management, and business judgment skills.
- Hold a bachelor's degree in a business-related discipline; an MBA and/or CPA is an asset.
- Have 5-8 years of relevant experience in Revenue Operations, Customer Success Operations, Sales Strategy, or Business Operations.
- Have 5+ years of experience in the software industry and cloud platform businesses.
- Bring experience with Salesforce, Clari, Microsoft Excel, and revenue analytics.
- Experience with Gainsight or other Customer Success platforms and Tableau or other data visualization tools is an asset.
- B2B, HCM, and/or SaaS technology industry experience is an asset.
Responsibilities
- Advise and partner with Customer Success leadership on strategy and execution.
- Implement the Coupa Revenue Operating Model across Customer Success.
- Establish objectives and operating cadences, including renewal forecast reviews and at-risk account reviews.
- Own renewal forecasting, available-to-renew management, and renewal rate, churn, and expansion reporting.
- Drive book-of-business segmentation, coverage, and capacity planning with cross-functional teams.
- Develop processes and cadences for consistent reporting, forecasting, retention management, and revenue optimization.
- Oversee the creation, accuracy, and distribution of retention, renewal, and customer health metrics and reports.
- Partner with Finance and Revenue Operations to reconcile renewal, churn, and net retention reporting with company-level forecasts and plans.
- Improve operations processes for applications, data, reporting, field engagement, and project and change management.
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