Cx Operations Leader

hace 3 semanas


Mérida, Badajoz, España NTD Software A tiempo completo
About the Role

We are seeking an experienced Cx Operations Leader to join our team at NTD Software. As a key member of our operations team, you will play a crucial role in driving the success of our customer-facing teams.

Key Responsibilities
  1. Enhance Customer Experience: Eliminate friction and ensure operational efficiency to deliver exceptional customer experiences.
  2. Operational Dashboards: Manage and standardize key metrics and KPIs across operations support, professional services, and customer success management.
  3. Team Leadership: Lead and develop the customer-facing teams, including Support, Professional Services, and Customer Success.
  4. Business Alignment: Partner with Customer Experience leadership to align team operations with business needs.
  5. Process Improvement: Identify opportunities for process automation and performance improvement, driving cross-functional execution of initiatives.
  6. Maintenance Requests: Handle routine maintenance requests for business reporting needs.
  7. Operating Metrics: Design, implement, and manage accurate operating metrics, systems design, and career development processes.
  8. Financial Management: Manage bookings, utilization, revenue, margin forecasts, and actuals for the CX segment.
  9. Reporting and Planning: Provide metrics for CX leadership to support planning and budgeting.
  10. Training and Development: Conduct training sessions on CX functions, reporting, and tools.
  11. Business Planning: Partner with Finance for consistent business planning and forecasting.
  12. Process Refining: Collaborate with the NTD Software team to refine and execute evolving playbooks.
Requirements
  1. Operations Experience: 5+ years in operations roles for Customer Success and Professional Services.
  2. Technical Expertise: Expertise in Salesforce, Gainsight, ReferenceEdge, LMS, and professional services automation tools.
  3. Advisory Experience: Experience advising Success teams; B2B SaaS experience is a plus.
  4. Operational Skills: Strong operational, project management, consulting, and process improvement skills.
  5. Communication Skills: Excellent communication and presentation skills, able to work with senior leadership.
  6. Management Experience: Management experience in an enterprise software environment (preferably SaaS).
  7. Customer-Facing Experience: Proven ability in customer-facing roles (professional services, consulting, management).
  8. Problem-Solving: Skilled at managing ambiguity and solving unique problems.
  9. Project Management: Success in fast-paced environments, managing multiple projects simultaneously.
  10. Data Analysis: Proficient in data analysis for decision-making; advanced Excel skills.
  11. Attention to Detail: Detail-oriented with a focus on high-level decision-making impact.

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