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Director, Customer Operations Jobs
Company | Auvik |
Address | Waterloo, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-08-17 |
Posted at | 9 months ago |
Why should you consider joining Auvik?
- You want regular opportunities for learning and growth. With ongoing feedback from leadership, you'll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you're prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.
- You want the flexibility to manage your work, your way. We're a fully distributed team and we're prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.
- You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.
- You want to work at a company that is building impactful, relevant technology. Auvik's network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It's more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.
- You want to work with a product customers love. People rave about what we've built—our latest NPS was 57 (phenomenal!). Our customers are smart, aspirational, and highly technical. It pays to get the details right.
- Weekly pacing and reporting of Upgrades, Downgrade and Churn results to ensure Net Dollar Retention targets are met
- Overseeing the reporting and tracking for upsell, cross-sell and renewal processes
- Creating customer playbooks together with the rest of the CS and Support teams
- Responsible for the Customer Operations Roadmap
- Leading the Customer Operations team
- Overseeing customer and product analytics, ensuring data hygiene, creating reports, identifying trends, and forecasting
- Planning and deploying customer surveys and aggregating results
- Setting up, deploying, and managing internal tools for system & process monitoring, product usage monitoring, and customer communication
- Business development knowledge and, ideally, experience growing a business
- Revenue forecasting
- Experience creating complex reports and proven experience applying data hygiene, intelligence, and governance principles
- Expert analytical skills and experience in merging complex datasets to find trends and insights about customers, with the ability to drive customer success and inform the efforts of the entire team
- Experience working as a Director of Customer Success Operations or similar Operations role, with proven Operations and Technical expertise
- Monitoring customer metrics and activity
- Project management and account management
- Experience communicating and reporting customer operations data and correlating it with other data sets to find trends and business-development insights
- Intimate knowledge of SQL and BI tools (ideally Snowflake and Looker)
- Experience presenting reports to c-level and senior-level stakeholders
- Monitoring internal team processes
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