Chief of Staff – Customer Success Management

Chief of Staff – Customer Success Management

Requirements

• Bachelor’s degree or equivalent work experience
• 8+ years management experience
• Proven experience organizing and directing multiple teams
• Excellent written and verbal communication skills
• Extremely versatile, dedicated to efficient productivity
• Experience planning and leading strategic initiatives
• Comprehensive knowledge of Global Product Support function
• Strong understanding of support concepts, terminology, and strategy
• Expert-level presentation and facilitation skills
• Able to build and nurture cross-departmental relationships
• Organized and intensely focused – nothing gets by you
• Strong work ethic and quality standards
• Expert proficiency with Microsoft Office suite

Responsibilities

• Oversee strategic business initiatives from development through successful execution in partnership and with support of Customer Success Management Business Excellence and leadership team
• Act as a strategic advisor and confidant to the Vice President, Global Product Support, and act as an extra set of hands and proxy where appropriate
• Assist and communicate with leadership team members in decision-making, program management, and initiative implementation
• Serve as liaison between staff, executives, and senior leaders regarding key initiatives, team climate, employee well-being, proposals, and planning
• Oversee daily operations through collaboration with senior management and departmental leaders
• Find knowledge and skill gaps and liaise with appropriate stakeholders to address them
• Improve current processes and coordinate organizational procedures for optimal efficiency and productivity
• Ownership of developing and running annual strategic planning process & outputs for fiscal year team plans
• Build and develop relationships with employees for increased efficiency and effective responsiveness into existing operations
• Help define new operational strategies, working with VP and leadership on key projects
• Serve as subject matter expert, handling inquiries and developing action plans to address them, and assisting with the preparation and dissemination of communications
• Formulate and manage a strategic agenda for all weekly and offsite leadership meetings, setting a cadence of interactions, team discipline, action tracking and follow up, and running staff meetings
• Drive the decision-making process, decision tracking and documentation
• Identify the appropriate inspection topics and mechanisms, including Quarterly Business Reviews, operations reviews, and scorecards
• Ensures a strong, candid team dynamic
• Review, design, and execute on improvements to organizational structure
• Defines key business capabilities within the organization and ensures their execution
• Acts as strategic lead for governance and optimization
• Owns cascading communications from Leadership to broader team and advises on communications from leaders to their teams as needed
• Owns key initiatives and projects as assigned by the VP, Customer Success Management, including urgent initiatives, and strategic research

Preferred Qualifications

• Experience with data analysis
• Experience with budget management
• Consulting experience with a focus on operations management
• Proven success in a product coordination role
• Nimble business mind with a focus on developing creative solutions
• Strong project reporting skills, with a focus on interdepartmental communication