Director of Customer Success Operations

At Eltropy, we fundamentally believe our success is helping customers achieve their desired outcomes. The Customer Success team is solely focused on that objective and the operations function is the connective tissue to make it all happen. Reporting to the CCO, we are looking to bring on a Director of Customer Success Operations who is passionate about scaling, enabling, empowering, and supporting a growing Customer Success organization (Professional Services, CSMs, Support).

Eltropy works directly with Community Financial Institutions (credit unions and community banks) to create a best-in-class experience for their members through our industry leading omni-channel AI communications platform.

In addition to the skills required to deliver on the responsibilities described below, the ideal candidate embodies teamwork, empathy, technical curiosity, perseverance, and a quality mindset.

What You Offer:

• 5 years of experience in Customer Operations supporting a Customer Success or Professional Services team at a SaaS company.
• A keen sense for operational excellence – what it looks like, how to deliver it, and how to instill the discipline in others.
• Advanced analytical skills, proficiency in Google Sheets/Excel, with the ability to interpret data and deliver actionable insights. Experience working in and improving customer data.
• Proven experience working in and driving change in a CS management tool (e.g. Catalyst, Gainsight, ChurnZero).
• Experience working in other tools, especially Salesforce. Bonus points if you’ve worked in project management tools such as GuideCX.
• A deep understanding and appreciation of customer retention as a discipline, body of data, and series of processes.
• A deep understanding of project management and consulting as a function, a business model, and the body of data that supports it.
• Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams.
  
  

Role & Responsibilities:

• Analytics
• Data plays an important role in CS both in measuring internal performance as well as external (customer) engagement. In this role you will be the expert in data analysis for the CS team.
• Process management
• As Eltropy and its teams grow, scale is key. You will identify opportunities for process improvement and drive the change to make it happen within the CS team.
• Data Accuracy
• Data runs the gamut from internal customer data to financials, customer health, gross retention, team performance, and more. You will be the curator of much of this data and partner with others across Eltropy to support this goal.
• Renewals Management
• Customer renewals are the lifeblood of a recurring revenue model. You will support the renewal process through forecasting, data accuracy, CS team partnership, and more.
• Professional Services
• Our customers’ projects are critical to driving their long-term success on the Eltropy platform. You will support the Professional Services team through forecasting, process improvement, and ongoing guidance.
• Tool Management
• The CS team leverages Salesforce, Catalyst, GuideCX, ZenDesk, and other tools. You will directly manage or support these tools to improve functionality and internal service as well as train members of the team on best practices.
  

What we offer:

A mission and organization that allows you to ‘do good and do well’. Our customers make a real difference in people’s lives and we help them help others. Please view our our About Us and Careers page to learn more about us.

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners
  
  

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.