Director of Customer Success Program & Operations

Kirkland, WA, United States

Acumatica is a leading innovator and publisher of Cloud business management (ERP) software that powers 10,000+ SMB customers worldwide. Our holistic offering includes a best-in-class platform, a suite of Industry Editions, and hundreds of fully integrated first- and third-party apps.

The Acumatica culture is casual and high-energy. We are passionate about our product and mission; we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

Acumatica sells through a partner channel, yet we are highly customer-centric. In 2018, we created the Customer Success team to drive even greater outcomes for our customers. To support our growth, we are looking to hire a people-manager Director of Customer Success Operations.

In this role, you will oversee all operations across the Customer Success organization, driving operational excellence to help the organization realize its objectives. This role collaborates extensively with leaders across all departments, including Sales, Technical Sales, Pre-Sales, Marketing, Product, Technical Support, Professional Services, and IT.

The ideal candidate will be able to:

Clearly communicate, verbally and in writing, opportunities, ideas, concepts, and issues,

Invent and develop solutions to unlock opportunities and solve issues via the enhancement of existing programs, policies, systems, and processes, or via the development of new ones,

Drive process creation, implementation, changes, and transformation with our business partners.

What you will do:

You will be expected to be a collaborative player/coach—rolling up your sleeves to get work done while also structuring and project-managing workstreams, providing guidance to others, and managing or influencing the contribution and accountability of workstream participants to keep projects and deliverables on track. In this role, you will work on highly-complex problems and help senior leaders to organize, prioritize, and implement their strategic agenda.

In this role, you will work on highly-complex problems, gain insight into the strategic and operational issues that are at the forefront of the leadership team'sminds, have exposure to C-level decision-making, and establish relationships with senior team members across all departments and divisions.

Take the Customer Success Program Office to the next level to ever-elevate our world-class NPS/CSAT scores, and attainment across retention, churn and contraction mitigation, renewals, and expansion goals,

Ensure consistency on overall strategic goals, standards, objectives & key results, and metrics for each planning cycle,

Change Leadership to guide the organization through change, and adoption thereof, including process enablement,

Embrace and extend existing programs, policies, systems, processes, and procedures, and transform them when and where needed,

Drive execution of cross-functional projects and programs,

Maintain visibility across the leadership team for day-to-day Business Operations execution; drive rhythm of business, enable financial planning and investments, support communication strategies, etc.,

Monitor and react to performance, accountable for issue identification and resolution in support of organizational goals,

Develop the program and curriculum that teaches the Acumatica CustomerSuccess Managers (A-CSMs) and the partner’s (P-CSMs) how to excel at CustomerSuccess,

Develop Customer Success BestPractices and adoption thereof,

Create Customer Success plays/initiatives in support of the retention and expansion strategy and goals,

Your team will run/facilitate orgs’ and teams’ offsite / deep-dive gatherings with a focus on intra/inter-team collaboration and objective setting,

Requirements:

You must be located in the USA.

You must haveSaaS and Customer Success Operations experience.

You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)

You have experience with, and a deep understanding of high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.

15+ years of experience with a preference for those with a strategy/planning, program management and/or similar role in a technology company

Bachelor's degree in Business Administration, Analytics, Computer Science, Engineering, or a related field; or MBA; or Equivalent related professional experience

Strategic and accountability mentality to drive consistency and follow-through with leadership and the overall organization.

Thought leadership: ability to lead, influence & mobilize multiple internal collaborators (including top executives) and priorities in a dynamic environment.

Clear communication: excellent communication skills with the ability to present complex concepts to both executive leadership and operational teams.

Critical thinking: superior problem-solving and analytical skills, take a data-driven, analytical approach to draw upon business insight where information is incomplete.

Results-orientation: an ability to drive business impact/execution, including in a highly autonomous role.

Experience owning sophisticated program strategy development and implementation across a program portfolio that enables extraordinary customer, partner, and employee experiences.

People leadership experience, having led teams to drive collaborative decisions while developing an autonomous team to drive business results.

Effective at building relationships, collaborating, and influencing others; experience collaborating with senior executives across various geographies and functions.

Strong people development and influencing skills; able to build and drive extended and virtual teams.

Great hands-on teammate who is also a problem-solver.

Strong analytical, data, and financial skills to work on sophisticated business issues with minimum supervision.

Self-starter who enjoys working in a fast-paced, collaborative, and innovative high-growth environment

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please email [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

For this role, the salary range is $170,000-$185,000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience, and other relevant elements.

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock for full-time employees. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.

US-based employees:

Gain access to healthcare benefits (Medical- one plan 100% ER paid), dental and vision insurance for you and your dependents);

Employer-paid Short-term/Long-term Disability and Basic life insurance;

401(k) plan and company match;

15 days of PTO (paid time off);

5 sick days;

9 paid holidays

3 Floating Holidays;

Paid Parental leave

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