VP CS-Ops

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. Job Description The Customer Success Function: The primary objective of the Customer Success function is to ensure our customers maximize the value they receive from the solutions they acquired from us, while making them raving fans of the company and/or our partners. Based on that initial delight and success the CS team supports motions to expand the customer’s solution-set to provide more value to them as well as more revenue to the company. Under the responsibility of the Customer Success function are all post-sales activities including initial customer onboarding, ongoing technical and application support, customer and partner training, customer management, program expansion, customer value capture, and more. Key Expected Results of the CS Team are: Effective New Customer Acquisition: Assist the sales organization (including the multitude of partners across all channels) in selling our solutions to new customers, including education, training, sales enablement, and new offerings. Effective Initial Onboarding: Ensure as many customers are onboarded on-time, on-budget, and on-quality. Feature Adoption: Foster adoption of features within already contracted products and to help customers maximize value from what they already acquired from us. Program Expansion: Drive expansion projects and initiatives among customers to improve and expand the use of our solutions and enable them to gain more value from us. Net Renewal: Drive growth of the overall commercial engagement with us based on solution/product footprint of our solutions among customers NPS: Ensure customers are delighted with our solutions and interactions with us and become raving fans of ours The Customer Success Operations Team: The CS-Ops team is one of the 5 pillars of the CS team at talech and is responsible for assisting the other CS teams with tools and processes. To do that, the CS-Ops team engages in 3 types of activities: 1) Process Improvement Projects: projects to develop and enhance processes and methodologies, deployment of new tools, etc. 2) Readiness Enablement: activities to ensure releases of products and processes (mainly by our Product team) are easily and effectively absorbed by the CS teams (Professional Services, Customer Care, CSM, etc.). 3) Business Management: Business level planning, analytics and analysis to monitor operational performance (customers, product usage, people performance, etc.), commercial needs (renewals, add-ons), develop offerings (scoping needs, costing and pricing, etc.), support people needs (business forecasting, resources/hiring planning, etc.) and coordination of key initiatives with other teams at talech and within the bank. Position Purpose: VP CS-Ops As we continue to scale our business, we are looking for an experienced Customer Success Operations leader to help us elevate this function and support our growth. In this role you’ll be responsible for the two existing teams of Project Management and Readiness and help develop the Business Planning function within our CS-Ops team. This function is critical for us in upgrading our internal management, taking advantage of the vast data our operation generates and distilling it into insights that can help us enhance our service to customers and operate our teams. To develop the requirements, you’d work closely with the head of CS and the senior CS Mgt team, the BI team, leaders from Product, and potentially directly with customers. Based on these requirements you’d be responsible for developing and operating the actual system and build the CS Business Management and Planning team and function. Primary Responsibilities: Become a SME: Gain a deep understanding of our business and customer base. Be recognized as THE Customer Success SME. Lead and Manage: Serve as the CS Ops Team leader. Manage the leaders of each CS Ops function. Provide insight, guidance, support, and enable the leveling up and growth of the team at large. Project Management: Lead the team that manages projects, provide coaching on both execution of the projects and the management of the people doing so. Collaborate with the BizOps team on executing these projects and update the team on their statuses. Readiness Program: Ensure that the releases from Product and the BizOps teams are conducted in a way that enables our teams to easily and effectively absorb it. This includes changes to SFDC fields, training to our team, notifications to customers, coordination with QA and more. Business Management: Develop and lead the function that ensures effective management of our CS team including annual, quarterly and monthly goal setting and ongoing reviews, business planning, monitoring and managing our financials including budgeting, BvA assessments, head-count planning and tracking, etc. Partner and Collaborate: Act as the Customer Success leadership liaison with and primary interface to the Product and Business Operations teams. Manage and maintain effective partnerships with our partners in Elavon and U.S. Bank. Understand the key priorities across the business and partners to ensure proper coverage and representation of Customer Success. Elevate Business Clarity: Be the guiding light for the CS team and the CS Leaders overall. Demonstrate the core skills of solutioning, collaborating, and eliminating ambiguity to pave the way for the organization to be effective and efficient. Customer Success Dashboard: Develop the vision for a comprehensive and sophisticated Customer Success Dashboard of our business, one that enables us to best understand the performance of our team. Operate the platform on an ongoing basis including running weekly, monthly and quarterly reports, distill insights and suggested actions based on that data, present to senior management, and work with the relevant teams to execute on these insights. CS Management: Develop the models to manage the CS team including head-count planning, performance monitoring, people management (coordination of hiring, performance reviews), etc. Financial Management: lead the interaction with our finance team towards planning, monitoring and managing our financials including budgeting, BvA assessments, head-count planning and tracking, etc. Basic Qualifications- Bachelor's degree, or equivalent work experience- 10 or more years of operations-related experience Our Ideal Candidate has the preferred qualifications: 15 years of experience in Customer Success and Operations Superior knowledge of Customer Success Operation functions, systems, policies and procedures Proven expertise with SaaS solutions and cloud technologies Strong BI experience and analytical skills A Player-Coach mentality with strong propensity for hands-on work Ability to adapt to a rapidly changing product and respond strategically to customer needs Well-developed customer relations skills – a customer-centric mindset is a core trait Strong interpersonal, verbal, and written communication skills, and track record of building collaborative relationships Excellent organizational, managerial and project management skills Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a plus Experience working with (and preferably deploying) technology tools used for Customer Success, including: CRM, Customer Success Mgt platforms, In-App guidance, Survey Tools, Learning Mgt Systems, etc. Exceptional at zooming out to see the big picture and zooming in to assess the detail Ability to create a positive work environment and can maintain an engaged/motivated team. Salary Employee Reporting: SVP, Chief Customer Officer talech If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants. Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company. Benefits: Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours): Healthcare (medical, dental, vision) Basic term and optional term life insurance Short-term and long-term disability Pregnancy disability and parental leave 401(k) and employer-funded retirement plan Paid vacation (from two to five weeks depending on salary grade and tenure) Up to 11 paid holiday opportunities Adoption assistance Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law EEO is the Law U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster. E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program. The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $139,995.00 - $164,700.00 - $181,170.00 U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. Our 74,000 employees work across departments to help our millions of retail, business, wealth management, payment, commercial and corporate, and investment services customers across the country and around the world turn their dreams into reality. Our employees are empowered to create change and drive our future, and we pride ourselves on diligently and ethically upholding U.S. Bank’s best-in-class financial record and legacy of more than 150 years in banking. Most importantly, we put people first, cultivating and treasuring meaningful relationships with the customers we serve, the colleagues we support and the communities where we live and work.

Salary : $139,995 - $164,700