BetterCloud
New York, NY

Director of Customer Operations

| Greater NYC Area
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BetterCloud is the leader in SaaSOps, enabling companies to discover, manage, and secure their cloud applications in a best-of-breed world. The driving force behind our work is to ensure organizations get the transformative value and benefits of adopting SaaS applications, while ensuring IT has complete control over their environment and can serve as an enabler for the business. Today, we're proud to call 1,700 companies across 60+ countries our customers — but we're just getting started. BetterCloud is headquartered in New York City with offices in San Francisco, CA, and Atlanta, GA.

As the Director, Customer Operations, you will serve as an individual contributor responsible for aligning the customer experience  strategy to execution with critical focus on improving team efficiency and customer net retention.  We’re looking for someone who can roll up their sleeves and own the deliverables below, with support from our data team.  

You will define segmentation, capacity and coverage operating models, and partner with our Finance team on respective customer success compensation targets. You will provide reporting and insights across the complete book of business health and assist with analyzing where we can improve efficiencies across Support and Services (i.e. utilization). You will create reporting, and analysis of leading and lagging indicators across customer segments, and you will assist with training our Customer Success team on all essential systems and processes. This position will report to the Chief Customer Officer.

Requirements

  • You have 5+ years of experience in sales, success and/or services operations
  • You are tech savvy and proficient with Excel
  • You have knowledge of Salesforce.com, admin experience a plus
  • You have knowledge of Tableau
  • You have knowledge of Pendo
  • You have knowledge of customer success platforms such as Gainsight or Catalyst, admin experience a plus
  • You are organized and able to work on both long-term projects and requests requiring a quick turnaround
  • You are capable of turning large sets of data into actionable insights
  • You love working cross functionally and globally to support the broader team’s goals
  • You’re curious, insightful, and are a detail-oriented operator who can see the big picture
  • You’re organized and can manage multiple concurrent projects
  • You thrive in ambiguity and have a knack for distilling an idea into an actionable plan
  • You are adept at change management

Responsibilities

  • Accurate forecasting of global renewal and churn by collaborating with Account Management, Success, Finance, and Deal Desk.
  • Track and measure customer success, services and support operational metrics including employee utilization, retention rate, customer engagement, and product adoption.
  • Create and maintain insightful reports and dashboards to help our executive team understand customer touchpoint activities as they relate to adoption and successful renewal.
  • Work closely with key stakeholders across data, finance, marketing and product to champion cross-functional initiatives that improve the customer experience and critical hand-offs between departments. 
  • Gather business requirements and systems improvements for key CX applications, and help roll out new features, improvements, and user training.
  • Design business initiatives that analyze customer data, and trigger actions for the customer success team to proactively engage with customers.
  • Fulfill ad-hoc reporting requests and identify opportunities for improved reporting.
  • Support the installation and maintenance of additional systems.
  • Provide training to new hires on success technology tools & processes. 
  • Own post-implementation support and iteration of CX tooling (i.e Gainsight, ServiceCloud, AskNicely, etc.).
  • Lead roll out of customer adoption initiatives and track corresponding metrics.
  • Own documentation and coordinate roll out of process changes to team members. 
  • Own the coordination of our CX monthly all-hands meetings and annual kick-off events. 

Compensation | Benefits

  • Competitive base salary
  • Full benefits package
  • Stock options
  • Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.


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Where we are

We're in the heart of Chelsea where theres lots of great lunch and happy hour spots! Plus, the office is near tons of subways and Penn Station.

Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks
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What are BetterCloud Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Competitive salary + full benefits package, stock options, 401K, stocked kitchen, high end tech tools, team outings and more!

Jobs at BetterCloud
8

All Jobs
All Jobs
Marketing
Operations
Project Mgmt
Sales
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Product Marketing Manager

BetterCloud
Greater NYC Area
18 hours ago
+28
BetterCloud is the leader in SaaSOps, enabling companies to discover, manage, and secure their cloud applications in a best-of-breed world. The driving force behind our work is to ensure organizations get the transformative value and benefits of adopting SaaS applications, while ensuring IT has complete control over their environment and can serve as an enabler for the business. Today, we're proud to call 1,700 companies across 60+ countries our

Project Manager

BetterCloud
Greater NYC Area
1 day ago
+28
BetterCloud is the leader in SaaSOps, enabling companies to discover, manage, and secure their cloud applications in a best-of-breed world. The driving force behind our work is to ensure organizations get the transformative value and benefits of adopting SaaS applications, while ensuring IT has complete control over their environment and can serve as an enabler for the business. Today, we're proud to call 1,700 companies across 60+ countries our

Customer Marketing Manager

BetterCloud
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+28
We are looking for an ambitious marketer and strategist that will deep-dive into how our customers use BetterCloud to create campaigns that systematically support customers in achieving maximum value while recommending complementary products. Passion for customer success and customer experience technology is key. The successful candidate will join a marketing organization that is smart, scrappy, authentic and innovative.

Account Executive, Enterprise

BetterCloud
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+28
BetterCloud can only achieve its lofty aspirations by finding and hiring amazing sales talent.  If you are looking to be part of something profound and build something special, BetterCloud is for you.  We're looking for an Enterprise Account Executive to join our rapidly growing sales org.  We value hard work and positive attitude. We are looking for an accomplished, quota carrying sales professional to share their skills, who can think creatively and make an immediate impact.

Senior Salesforce Administrator

BetterCloud
Greater NYC Area
6 days ago
+28
We’re looking for a Senior Salesforce Administrator dedicated to ensuring we are maximizing the efficiency and capitalizing on the full features and benefits of the system based on the businesses needs. 

Associate Salesforce Administrator

BetterCloud
Greater NYC Area
1 week ago
+28
We’re currently hiring an Associate System Administrator dedicated to ensuring we are maximizing the efficiency and capitalizing on the full features and benefits of the system based on the businesses needs.

Customer Success Manager, Enterprise

BetterCloud
Greater NYC Area
1 week ago
+28
BetterCloud Enterprise Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer onboarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process.

Director of Customer Operations

BetterCloud
Greater NYC Area
1 week ago
+28
As the Director, Customer Operations, you will serve as an individual contributor responsible for aligning the customer experience  strategy to execution with critical focus on improving team efficiency and customer net retention.  We’re looking for someone who can roll up their sleeves and own the deliverables below, with support from our data team.   You will define segmentation, capacity and coverage operating models, and partner with our Finance team on respective customer success compensation targets. You will provide reporting and insights across the complete book of business health and assist with analyzing where we can improve efficiencies across Support and Services (i.e. utilization). You will create reporting, and analysis of leading and lagging indicators across customer segments, and you will assist with training our Customer Success team on all essential systems and processes. This position will report to the Chief Customer Officer.