Job Description
Global Head of Customer Operations
Location:US-San Francisco-Remote, US
Chargebee is the leading Revenue Growth Management (RGM) platform for subscription businesses. Thousands of companies at every stage of development from startups to enterprises use Chargebee to unlock revenue growth, experiment with new offerings and monetization models, and maintain global compliance as they scale.
Chargebee counts businesses like Freshworks, Calendly, and Study.com amongst its global customer base and is proud to have been named a Leader in Subscription Management by G2 for five consecutive years, as well as a Great Place to Work in both the United States and India.
Job Summary:
The Global Head of Customer Operations is a critical role to achieving Chargebees goals and objectives. As a trusted partner to our SVP of Post Sales, you will provide feedback and leadership around multiple key operational issues, such as systems, processes, reporting, forecasting, and organizational design. You will oversee post sale customer operations across multiple core functions (Professional Services, Customer Success, Renewals, Account Management, and Customer Support). To be successful in this role, youll have a customer-centric attitude and appreciation for working collaboratively in a fast-paced, globally diverse environment. The ideal candidate will be based in the US.
Roles and Responsibilities:
Strategy:
- Partner closely with the SVP of Customer Success on all operational aspects of the post sales organization
- Play a vital role in driving annual strategic planning process through data-driven recommendations
- Define and create monthly, quarterly, and annual reporting for business reviews
- Assist with direction around growing and scaling the Professional Services and Implementation function
- Partner closely with VP – Customer Success to create a customer success coverage model
- Creation of operating playbook for all functions
Systems and Tools:
- Identify, implement and maintain technology that can help improve performance
- Manage (or liaise to manage) tools: Rocketlane, ChurnZero, Freshdesk, Freshsales
Reporting/Analytics:
- Partner closely with the data insights team on the metrics, reporting, and dashboards to enable data-driven decisions and sales performance improvement insights
- Report on KPIs, aggregate insights, offer business flow improvements
Functional Expertise:
- Develop a forecast process for churn, renewals, expansion and implementation
- Facilitate provisioning, feature enablement, bill merges, credit, site login disablement, cancellation and downgrade processes
- Interpret and assess current sales and business practices and provide innovative approaches for improved efficiency and effectiveness
- Partner with the Enablement organization to help with onboarding, maintaining playbooks, upscaling product and market expertise
- Create and communicate an approval matrix for downgrades, cancellations, mid-term changes and credit requests
- Lead projects with key stakeholders and cross functional partners to make decisions on key sales strategy improvements
Must Have:
- MBA or equivalent experience
- 15+ years in direct customer success operations experience, with time spent growing CS organizations.
- In-depth experience and knowledge of best practices, along with proficiency in reporting and dashboards including custom report types, filters, formula fields, dynamic dashboards and dashboard filters
- Attention to detail and accuracy, excellent analytical and financial modeling mindset, with ability to succinctly interpret data and present findings to senior executives
- Collaborative team player, comfortable working with cross-functional stakeholders in both virtual and in-person settings
- Strong strategic, analytical, project management and communication (oral and written) skills Very strong interpersonal skills and ability to build productive working relationships across global cultures
- Ability to think creatively to come up with workable solutions
- Previous experience as a seller or sales manager with international business exposure