What are the responsibilities and job description for the CS operations leader position at Writer?
About Writer
Writer is the full-stack generative AI platform delivering transformative ROI for the world's leading enterprises. Named one of the top 50 companies in AI by Forbes and one of the best places to work by Inc. Magazine, Writer empowers hundreds of customers like Accenture, Intuit, L'Oreal, Mars, Salesforce, and Vanguard to transform the way they work.
Writer's fully integrated solution makes it easy to deploy secure and reliable AI applications and agents that solve mission-critical business challenges. Our suite of development tools is powered by Palmyra - Writer's state-of-the-art family of LLMs - alongside our industry-leading graph-based RAG and customizable AI guardrails.
Founded in 2020 with office hubs in San Francisco, New York City, Austin, Chicago, and London, our team of over 250 employees thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work.
About Writer
Writer is the full-stack generative AI platform delivering transformative ROI for the world's leading enterprises. Named one of the top 50 companies in AI by Forbes and one of the best places to work by Inc. Magazine, Writer empowers some of the largest brands in the world like Accenture, Intuit, L'Oreal, Mars, Salesforce, and Vanguard to transform the way they work.
Writer's fully integrated solution makes it easy to deploy secure and reliable AI applications and agents that solve mission-critical business challenges. Our suite of development tools is powered by Palmyra - Writer's state-of-the-art family of LLMs - alongside our industry-leading graph-based RAG and customizable AI guardrails.
Founded in 2020 with office hubs in San Francisco, New York City, Austin, Chicago, and London, our team of over 250 employees thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work.
About the role :
The Customer Success Operations Leader will be a key leader in our GTM Operations team. They will help the Customer Success (CS) organization realize its vision of helping customers use generative AI applications that create meaningful business value. This role will directly partner with the VP of Customer Success to design and execute operational strategies, processes, and systems that support the full customer lifecycle-from onboarding to renewal and growth.
You will own and drive the success of strategic initiatives, organizational design, customer journey orchestration, and operational tools. By leveraging your analytical and operational expertise, you'll forecast future needs, enhance customer experience, and optimize team performance. As a member of the CS leadership team, you will play a pivotal role in shaping and executing the CS strategy.
Responsibilities :
Strategic planning and organizational design
- Partner with CS leadership to establish and align an annual fiscal plan with organizational goals.
- Design the structure, roles, responsibilities, and KPIs for the CS organization.
- Forecast headcount, capacity, and territory planning to ensure alignment with corporate growth targets.
Customer journey optimization
Data analysis and reporting
Process and technology enablement
Team collaboration and project management
Is this you?
Tech stack
Marketing : Hubspot, 6Sense, Leandata
Curious to learn more about who we are and how we operate? Visit us here
Benefits & perks
Home office setup, cell phone, internet
Writer is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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