Director, Customer Success Strategy & Operations

Job Title:

Director, Customer Success Strategy & Operations

Role Overview:

-The Customer Success (CS) Director of Strategy & Operations will be a key member of the CS Leadership team driving operational excellence and CS delivery efficiency. Reporting to the Vice President of Customer Success Product Management & Operations, the Director will manage the CS Operations team, a team focused on alignment of Trellix CS strategy to cross-functional execution. The Director of Strategy & Operations will simultaneously extend the effectiveness of the team and the organization by building trust across the organization, communicating strategy and progress consistently, prioritizing areas for investment, cross-functional workstream leadership, and assisting key leaders in achieving focus within their teams.

The Director of Strategy & Operations for Customer Success will:

• Clearly articulate Trellix CS strategy, and measure its execution.

• Develop and report Objectives and Key Results for Customer Success, collaborating with CS Leadership.

• Promote operational excellence: identifying and executing opportunities to optimize our organizational systems and processes with a focus on agility.

• Manage a portfolio of Customer Success internal projects, managing the portfolio to a roadmap and a prioritization process.

• Partner with FP&A team to develop KPIs and other financial and operational metrics. Measure and find ways to improve results over time.

• Develop business cases and assist in the prioritization of Customer Success investments.

• Review, design and execute on improvements to org structure and skills/knowledge expansion

• Build and maximize trusting relationships with CS Leadership Team members to understand and align leadership priorities

• Support and promote professional development and identify/implement key programs across the org in close partnership with People & Purpose and other learning enablement teams.

• Work closely with Customer Success Leadership Team to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and strategy.

• Serve as an empowered representative for CS leadership in various meetings, and forums as appropriate.

About You Basic Qualifications

• 8+ years of relevant experience in Customer Success / Services operations, strategy, consulting, product management

• 5+ years in Customer Success & Services functions of Enterprise B2B SaaS environment

• Experience with Customer Success large transformation programs, including foundational system infrastructure (SFDC, etc)

• Experience in Change Management

• BA, BS in Business, Computer Science, or related field and/or MBA Other Qualifications

• Previous experience driving priorities, operational rhythm of the business, and collaborate cross-functionally in a global organization

• Ability to learn quickly within a fast-paced team, including highly technical topics

• Ability to handle interpersonal relationships judiciously, professionally, and empathetically

• Passion for data-driven decision making

• Organized and detail-oriented with a love for creating order out of chaos

• Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset

• Strong influencing skills, with a reputation for getting things done effectively

• Excellent oral and written communication skills, including Executive-level presence and gravitas

• Superb people and management skills and ability to interact with peers, senior Executives, cross-functional stakeholders, and external third parties

• Strong strategic mindset, with ability to help set direction and outline key outcomes

• Team-player attitude with ability to dig into the details as well as see the big picture

• Experience in cybersecurity industry is a plus

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.