Director of Customer Success Program & Operations

Company Description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world.  But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Construction, Distribution, and CRM, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

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.

Job Description

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:

1. Clearly communicate, verbally and in writing, opportunities, ideas, concepts, and issues,  
2. 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,
3. 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's minds, 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 Customer Success Managers (A-CSMs) and the partner’s (P-CSMs) how to excel at Customer Success,
• Develop Customer Success Best Practices 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,

Qualifications

Requirements:

• You must be located in the USA.
• You must have SaaS and Customer Success Operations experience.
• You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)
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