Director, Customer Success Operations

Sumo Logic

10d • $170,000 - $200,000

About The Position

As the Director of Customer Success Operations, you are a business partner to the Customer Success team. You will drive excellence by identifying, developing, implementing, and improving business processes and initiatives. You have both business and financial acumen, with a strong attention to detail. You will contribute by shaping strategy, building & executing operational plans, driving key initiatives that translate to sales growth, and delivering on strategic & tactical ‘run-the-business’ imperatives. As a team, one of our guiding principles is continual process and tool improvement, scalability to reduce administrative overhead for the teams we support, and enable them to spend more time supporting Sumo Logic customers.

Requirements

• 8-10+ years professional work experience, including at least 5 years experience working for a software services or consulting organization in the Customer Success Organization.
• Excellent understanding of Customer Success processes, key metrics and operational excellence.
• Analytical and problem-solving skills supported with Organizational and time management skills.
• Experience with cross-functional collaboration, building relationships, and driving success in a matrixed environment.
• You demonstrate the ability to scale and equip the business in a strategic manner, communicate big picture opportunities and make data-driven decisions
• You have an enthusiastic “roll up your sleeves” mentality
• You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
• Project management experience.
• Demonstrated experience with Google Suite, MS Excel, Salesforce.com, and comfortable with communicating over Slack.
• Prior experience with Looker or similar analytical software.
• Excellent written and verbal communication skills.
• Bachelor’s Degree in Business Administration, Finance or Accounting or equivalent work experience.

Nice To Haves

• Prior experience with Totango, or other Customer Success software.
• An understanding of accounting principles, including knowledge of invoicing, revenue recognition, and bookings.
• Ability to analyze data and create complex, customized reports in Excel and other reporting tools.
• Positive, high-energy attitude, independent, and takes ownership of all tasks from start to finish.

Responsibilities

• Customer Retention and Expansion; forecasting; manage onboarding and adoption programs; develop sales tools & processes; create segmentation and coverage models.
• Facilitate QBRs (Quarterly Business Reviews); and maintain business metrics and reporting.
• Support Professional Services team via OpenAir; forecasting, bookings, KPIs.
• Validate, analyze, reconcile and summarize weekly, monthly, quarterly reports and metrics for leadership.
• Identify and resolve related data issues in SFDC, Totango, etc.
• Collaborate with business leaders and staff on analyzing reports and presenting findings.
• Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation and enablement.
• Identify and drive initiatives to streamline processes, reduce administrative overhead, and achieve business goals.
• Partner with leadership to define and adopt governance practices that support team and company objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director