VP CS-Ops
Company: U.S. Bank
Location: Cheyenne
Posted on: March 16, 2023
|
|
|
Job Description:
At U.S. Bank, we're on a journey to do our best. Helping the
customers and businesses we serve to make better and smarter
financial decisions and enabling the communities we support to grow
and succeed. We believe it takes all of us to bring our shared
ambition to life, and each person is unique in their potential. A
career with U.S. Bank gives you a wide, ever-growing range of
opportunities to discover what makes you thrive at every stage of
your career. Try new things, learn new skills and discover what you
excel at-all from Day One.
Job Description
The Customer Success Function:
The primary objective of the Customer Success function is to ensure
our customers maximize the value they receive from the solutions
they acquired from us, while making them raving fans of the company
and/or our partners. Based on that initial delight and success the
CS team supports motions to expand the customer's solution-set to
provide more value to them as well as more revenue to the
company.
Under the responsibility of the Customer Success function are all
post-sales activities including initial customer onboarding,
ongoing technical and application support, customer and partner
training, customer management, program expansion, customer value
capture, and more.
Key Expected Results of the CS Team are:
Effective New Customer Acquisition : Assist the sales organization
(including the multitude of partners across all channels) in
selling our solutions to new customers, including education,
training, sales enablement, and new offerings.
Effective Initial Onboarding: Ensure as many customers are
onboarded on-time, on-budget, and on-quality.
Feature Adoption: Foster adoption of features within already
contracted products and to help customers maximize value from what
they already acquired from us.
Program Expansion: Drive expansion projects and initiatives among
customers to improve and expand the use of our solutionsand enable
themto gain more value from us.
Net Renewal: Drive growth of the overall commercial engagement with
us based on solution/product footprint of our solutions among
customers
NPS: Ensure customers are delighted with our solutions and
interactions with us and become raving fans of ours
The Customer Success Operations Team:
The CS-Ops team is one of the 5 pillars of the CS team at talech
and is responsible for assisting the other CS teams with tools and
processes. To do that, the CS-Ops team engages in 3 types of
activities:
Position Purpose : VP CS-Ops
As we continue to scale our business, we are looking for an
experienced Customer Success Operations leader to help us elevate
this function and support our growth.
In this role you'll be responsible for the two existing teams of
Project Management and Readiness and help develop the Business
Planning function within our CS-Ops team. This function is critical
for us in upgrading our internal management, taking advantage of
the vast data our operation generates and distilling it into
insights that can help us enhance our service to customers and
operate our teams. To develop the requirements, you'd work closely
with the head of CS and the senior CS Mgt team, the BI team,
leaders from Product, and potentially directly with customers.
Based on these requirements you'd be responsible for developing and
operating the actual system and build the CS Business Management
and Planning team and function.
Primary Responsibilities:
Become a SME : Gain a deep understanding of our business and
customer base. Be recognized as THE Customer Success SME.
Lead and Manage: Serve as the CS Ops Team leader. Manage the
leaders of each CS Ops function. Provide insight, guidance,
support, and enable the leveling up and growth of the team at
large.
Project Management: Lead the team that manages projects, provide
coaching on both execution of the projects and the management of
the people doing so. Collaborate with the BizOps team on executing
these projects and update the team on their statuses.
Readiness Program: Ensure that the releases from Product and the
BizOps teams are conducted in a way that enables our teams to
easily and effectively absorb it. This includes changes to SFDC
fields, training to our team, notifications to customers,
coordination with QA and more.
Business Management: Develop and lead the function that ensures
effective management of our CS team including annual, quarterly and
monthly goal setting and ongoing reviews, business planning,
monitoring and managing our financials including budgeting, BvA
assessments, head-count planning and tracking, etc.
Partner and Collaborate: Act as the Customer Success leadership
liaison with and primary interfaceto the Product and Business
Operations teams. Manage and maintain effective partnerships with
our partners in Elavon and U.S. Bank. Understand the key priorities
across the business and partners to ensure proper coverage and
representation of Customer Success.
Elevate Business Clarity: Be the guiding light for the CS team and
the CS Leaders overall. Demonstrate the core skills of solutioning,
collaborating, and eliminating ambiguity to pave the way for the
organization to be effective and efficient.
Customer Success Dashboard : Develop the vision for a comprehensive
and sophisticated Customer Success Dashboard of our business, one
that enables us to best understand the performance of our team.
Operate the platform on an ongoing basis including running weekly,
monthly and quarterly reports, distill insights and suggested
actions based on that data, present to senior management, and work
with the relevant teams to execute on these insights.
CS Management: Develop the models to manage the CS team including
head-count planning, performance monitoring, people management
(coordination of hiring, performance reviews), etc.
Financial Management: lead the interaction with our finance team
towards planning, monitoring and managing our financials including
budgeting, BvA assessments, head-count planning and tracking,
etc.
Basic Qualifications - Bachelor's degree, or equivalent work
experience- 10 or more years of operations-related experience
Our Ideal Candidate has the preferred qualifications:
15+ years of experience in Customer Success and Operations
Superior knowledge of Customer Success Operation functions,
systems, policies and procedures
Proven expertise with SaaS solutions and cloud technologies
Strong BI experience and analytical skills
A Player-Coach mentality with strong propensity for hands-on
work
Ability to adapt to a rapidly changing product and respond
strategically to customer needs
Well-developed customer relations skills - a customer-centric
mindset is a core trait
Strong interpersonal, verbal, and written communication skills, and
track record of building collaborative relationships
Excellent organizational, managerial and project management
skills
Experience with POS solutions and/or work with SMBs in Retail,
Restaurants and/or Services fields is a plus
Experience working with (and preferably deploying) technology tools
used for Customer Success, including: CRM, Customer Success Mgt
platforms, In-App guidance, Survey Tools, Learning Mgt Systems,
etc.
Exceptional at zooming out to see the big picture and zooming in to
assess the detail
Ability to create a positive work environment and can maintain an
engaged/motivated team.
Salary Employee
Reporting: S VP , Chief Customer Officer talech
If there's anything we can do to accommodate a disability during
any portion of the application or hiring process, please refer to
our disability accommodations for applicants
(https://careers.usbank.com/global/en/disability-accommodations-for-applicants)
.
Learn how the way we work at U.S. Bank
(https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf)
drives meaningful relationships with our customers and
collaboration across the company.
Benefits:
Our approach to benefits and total rewards considers our team
members' whole selves and what may be needed to thrive in and
outside work. That's why our benefits are designed to help you and
your family boost your health, protect your financial security and
give you peace of mind. Our benefits include the following (some
may vary based on role, location or hours):
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and
tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to
80 hours per calendar year unless otherwise provided by law
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a
diverse workforce. We consider all qualified applicants without
regard to race, religion, color, sex, national origin, age, sexual
orientation, gender identity, disability or veteran status, among
other factors. Applicants can learn more about the company's status
as an equal opportunity employer by viewing the federal KNOW YOUR
RIGHTS
(https://eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)
EEO poster.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security
E-Verify program in all facilities located in the United States and
certain U.S. territories. The E-Verify program is an Internet-based
employment eligibility verification system operated by the U.S.
Citizenship and Immigration Services. Learn more about the E-Verify
program
(https://careers.usbank.com/verification-of-eligibility-for-employment)
.
The salary range reflects figures based on the primary location,
which is listed first. The actual range for the role may differ
based on the location of the role. In addition to salary, US Bank
offers a comprehensive benefits package, including incentive and
recognition programs, equity stock purchase 401k contribution and
pension (all benefits are subject to eligibility requirements). Pay
Range: $139,995.00 - $164,700.00 - $181,170.00
U.S. Bank will consider qualified applicants with criminal
histories in a manner consistent with the San Francisco Fair Chance
Ordinance.
U.S. Bank is an equal opportunity employer committed to creating a
diverse workforce. We consider all qualified applicants without
regard to race, religion, color, sex, national origin, age, sexual
orientation, gender identity, disability or veteran status, among
other factors.
Keywords: U.S. Bank, Cheyenne , VP CS-Ops, Executive , Cheyenne, Wyoming
|
Click
here to apply!
|
