Director of Customer Operations (On-Site, Miami)
The simPRO Group
First Things First - What We Can Offer You
- Responsible Time Off
- Comprehensive medical, dental, vision package with 100% employer paid options
- 401k/Retirement Plan with 6% employer match
- Generous Parental Leave Program
- Home Office Allowance
- Paid Volunteer Leave Days
- Public Holiday Exchange Scheme
- Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
- Talent Referral Program – get rewarded for referring a friend to join our team!
- Flexible work environment
- Diverse training & internal networking opportunities across all of our product lines
- Opportunities for career progression and development
- For in-office roles in Broomfield, CO we offer a dog friendly environment, happy hours and office games, and free parking
- Check out our website for more about working at Simpro Group https://www.simprogroup.com/company/careers
The Job
The Director of Customer Operations will lead a team of analysts tasked with driving our global customer go-to-market. This position directly supports Simpro’s Chief Customer Officer and reports into our global Revenue Operations team.What You’ll Do
Coordinate across functions to optimize operations and remove friction in the sales to customer success transition and optimize returns on investment.
Own business inspections, root cause and corrective actions, weekly “run-the-business” meetings and quarterly business reviews.
Drive the Customer ‘go-to-market’ plan, to include capacity planning, compensation plan design, quotas and operational target setting to ensure Net New ARR targets are achieved.
Develop a deep understanding of Customer segments and metrics, historical trends and attainment vs. our Net New ARR plan and operational targets.
Ensure that customer retention and growth is predictable and on target by tracking daily and weekly progress vs. business targets.
Be the subject matter expert on customer analytics, from data to methods to insights.
Design operational processes that will scale to support a global customer go-to-market and ensure that our technology stack supports these processes.
Enable our Chief Customer Officer to efficiently manage and scale their business.
What You’ll Bring
Excellent business partnering and consulting skills.
Proficiency in Google Sheets and Microsoft Excel along with experience using visualization tools (Power BI, Looker, etc.).
Understanding of Customer Success, Support and Professional Services operations and business metrics.
Familiarity with analytical techniques and experimentation strategies that drive data-driven decision-making.
Experience with customer lifecycle analytics, and Annual Recurring Revenue (ARR) related KPIs.
Comfortable building reports and dashboards in Salesforce.
Bachelor's degree in Finance, Marketing, Business, Economics, Statistics, Data Science, or a related field.
Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:
We Are One Team
We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success
Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.
So, if you'd like to join a fun and progressive organization where there are opportunities to develop your career, please apply now with your CV/resume.
*Please note, no agencies will be accepted in the recruitment of this role. Remote positions are only open to candidates residing in AL, AZ, CA, CO, FL, GA, HI, IL, IN, KY, MA, MN, MO, NC, NJ, NM, NY, OH, OR, PA, RI, SC, TX, UT, WA. Due to legal, tax, and business considerations, we are unable to hire outside these locations at this time. We would like to take this opportunity to thank all candidates for their application. Only candidates who meet the criteria above will be contacted for an interview.