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Cx Operations Leader

hace 2 meses

Mérida, Badajoz, España Ntd Software A tiempo completo
{"title": "Cx Operations Leader", "subtitle": "Transform Healthcare with Us", "content": "

At Ntd Software, we're revolutionizing healthcare identity with our cutting-edge technology. As a Cx Operations Leader, you'll play a crucial role in driving our high-growth trajectory.

Daily Responsibilities:
  • Enhance customer experience by eliminating friction and ensuring operational efficiency.
  • Manage operating dashboards for Customer Experience, standardizing key metrics and KPIs across operations support, professional services, and customer success management.
  • Lead and develop the customer-facing teams: Support, Professional Services, and Customer Success.
  • Partner with Customer Experience leadership to align team operations with business needs.
  • Identify opportunities for process automation and performance improvement, driving cross-functional execution of initiatives.
  • Handle routine maintenance requests for business reporting needs.
  • Design, implement, and manage accurate operating metrics, systems design, and career development processes.
  • Manage bookings, utilization, revenue, margin forecasts, and actuals for the CX segment.
  • Provide metrics for CX leadership to support planning and budgeting.
  • Remove execution roadblocks to ensure timely deliveries.
  • Conduct training sessions on CX functions, reporting, and tools.
  • Partner with Finance for consistent business planning and forecasting.
  • Collaborate with the Ntd Software team to refine and execute evolving playbooks.
Requirements:
  • 5+ years in operations roles for Customer Success and Professional Services.
  • Expertise in Salesforce, Gainsight, ReferenceEdge, LMS, and professional services automation tools.
  • Experience advising Success teams; B2B SaaS experience is a plus.
  • Strong operational, project management, consulting, and process improvement skills.
  • Excellent communication and presentation skills, able to work with senior leadership.
  • Management experience in an enterprise software environment (preferably SaaS).
  • Proven ability in customer-facing roles (professional services, consulting, management).
  • Skilled at managing ambiguity and solving unique problems.
  • Success in fast-paced environments, managing multiple projects simultaneously.
  • Proficient in data analysis for decision-making; advanced Excel skills.
  • Detail-oriented with a focus on high-level decision-making impact.
", "lang_code": "en-US"}