Director, Customer Success Operations

Company Description

Anomali delivers earlier detection and identification of adversaries in your organization’s network by making it possible to correlate tens of millions of threat indicators against your real time network activity logs and up to a year or more of forensic log data. Anomali’s approach enables detection at every point along the kill chain, making it possible to mitigate threats before any material damage to your organization has occurred.

Job Description

Director of Customer Success Operations’ mission will be to drive the effectiveness and efficiency of our Customer Success team. You will be a trusted partner to the CS leadership and team in defining customer success objectives, strategy, and tactics, implementing processes & systems that scale and living breathing data to help with both governance and navigation of the customer success operations

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Responsibilities

Customer Adoption & Strategy

·        Drive the creation of appropriate customer journey and internal processes to operationalize use case based customer adoption

·        Track, analyze and report on effectiveness of the program. Promote focus areas based on identification of performance gaps and trends

·        Work with CS leadership and other functions to support the customer success strategic planning to meet company objectives

·        Work with CS leadership in driving strategy and goals for the CS team

·        Work with CS leadership to define, prioritize, align, launch and drive strategic and operational initiatives across the CS organization

People practices

Own CS organization capacity planning and efficiency. Track and analyze CS resource demand, staffing and utilization and forecast hiring needs

·        Build enablement strategy to onboard and train CS team members, including new hires, and continuous learning initiatives. Provide materials and data that help CSMs work more effectively

·        Manage the CS incentive programs including both rewards and recognition

Processes

·        Develop and fine tune customer segmentation and customer engagement models

·        Design, develop and roll-out new and improved customer journeys that deliver greater value to our customers. Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption, value realization and customer experience

·        Design, develop, and launch best practices and operating processes, necessary to drive performance, consistency, quality, and maximum efficiency across the CS team

·        Provide ongoing communication, enablement and governance of existing and new processes that impact the CS organization, our customers, and our cross-functional partners (sales, product, finance)

·        Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation. Own and manage red account management and critical Issues tracking/management

·        Own voice of customer programs and drive improvements cross functionally based on customer feedback

Systems & Tools

·        Develop, deploy, maintain and enforce systems and tools, necessary to drive performance, consistency, quality, efficiency and scale of the CS team

·        Drive integrations with other systems and ensure data integrity across systems

·        Ensure that the systems can deliver the dashboards and reports needed

Metrics, Analysis & Reporting

·        Define the key organizational measures to help drive critical immediate, medium and long-term business decisions and process improvements based on data

·        Create and manage dashboards/reports to provide visibility and monitoring of key performance metrics relevant to the CS organization including

o   financial metrics such as gross and net retention

o   customer health – relationship, adoption, usage, value and friction

o   customer experience scores

o   resource utilization and productivity

o   performance and analysis of customer programs and other ad-hoc projects

o   track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not

·        Report on CS OKR (Objective and Key Results) achievement by team and individual members

·        Analyze data to provide insights for improved value to customers and performance of the CS team. Promote focus areas based on identification of trends and performance differentiators

·        Manage the forecasting process. Proactive monitor customer health and early detection of at-risk renewals/design of playbooks to address them

·        Conduct loss analysis and drive initiatives to reduce churn

·        Present business outcomes to stakeholders with a view to assisting them drive performance in their areas

Liaison

·        Act as a liaison and drive alignment and integration of activities with other major organizational functions such as sales, finance and product organizations

Interface with our internal teams to surface customer requirements, and collaborate cross-functionally to design and implement solutions

Requirements

·        10 years of experience in operations focused on people enablement, building processes and systems and data analysis to help understand effectiveness of operations and areas for improvement

·        Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions. Enjoys “getting their hands dirty” by digging into complex operations

·        Passion for designing processes that scale

·        Extensive experience designing, building and launching CRM, customer success management platforms, workflow management and support systems. Knowledge/experience with Gainsight highly desirable

·        Takes high degree of ownership over their work

·        Strong listening skills; open to input from other team members and departments

·        Ability to lead through influence

·        Ability to learn fast, shift directions even faster and work collaboratively on a highly effective team

·        Extremely organized with the ability to juggle multiple projects and initiatives

·        Comfortable working in extended time zones to align with the global team and in a fast-paced environment

·        Highly motivated self-starter with competitive personality and strong attention to detail

·        Team player with a desire to work in a fast-paced, goal-oriented high-growth environment

·        Exceptional communication skills, both oral and written

·        Minimum Bachelor's degree

Equal Opportunities Monitoring

It is our policy to ensure that all eligible persons have equal opportunity for employment and advancement on the basis of their ability, qualifications and aptitude. We select those suitable for appointment solely on the basis of merit without regard to an individual's disability, race, color, religion, sex, sexual orientation, gender identity, national origin, age, or status as a protected veteran. Monitoring is carried out to ensure that our equal opportunity policy is effectively implemented. 

If you are interested in applying for employment with Anomali and need special assistance or accommodation to apply for a posted position, contact our Recruiting team at recruiting@anomali.com.

Compensation Transparency

$145,000 - $155,000 USD

Please note that the annual base salary range is a guideline and, for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as, knowledge, skills and experience of the candidate. In addition to base pay, this position is eligible for benefits, and may be eligible for a bonus and/or equity.

Salary : $145,000 - $155,000