Description
RainFocus, one of the most innovative software companies in the heart of Utah's Silicon Slopes, is in search of an exceptional VP of Client Success Operations.
About RainFocus
RainFocus cares about its employees, customers, and the world in which we live. Our rapidly growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.
About the Role
The VP, CS Operations will oversee and coordinate operational activities across Professional Services and Client Success teams to maximize efficiency and reduce cost. This includes defining and implementing structure and processes, assessing and managing Client Success specific tools and solutions, creating insights through analyses, and optimizing the workforce. The goal is to help scale the Client Success department and ensure all CS team members are providing maximum value on a daily basis in order to increase profit margins and drive customer satisfaction.
\n- Develop and implement a strategic vision for the Client Success Operations department, aligning it with RainFocus’ goals of profitability, scalability, and repeatability.
- Continuously partner with leaders of key functional areas within CS to review and understand pain points and gain alignment on operational priorities.
- Identify, recommend, document, and implement new processes, technologies, and systems to create efficiencies and reduce cost. Develop transition plans and execute thoughtfully.
- Design the future state for the Client Success Operations function including structure, roles, processes, tools/technology, and KPIs to monitor the efficiency and effectiveness of client service operations.
- Act as liaison with the Business Operations team to define and roll out the necessary tools to enable all CS teams (including CS Ops) to meet objectives. Keep a pulse on emerging trends and technologies in CS operations.
- Provide reporting and analysis related to established operations, staff capacity, key customer metrics, profitability, expenses, etc. Continuously monitor performance.
- Direct the daily operations of the CS Operations team to ensure priorities and tasks are aligned with company goals. Serve as the escalation point for operational concerns and challenges for all of Client Success.
- Recruit, interview, hire, and train all CS operations employees. Guide and coach staff through timely, constructive, and actionable feedback. Conduct performance reviews, salary reviews and all other personnel related activities including terminations if necessary.
- Perform other duties as requested by the Chief Customer Officer
- Bachelor’s Degree in Business or related field
- 10+ years of leadership in SaaS organizations
- Experience in professional services and/or customer success management
- Proven efficiency in building and scaling Client Success and/or Professional Services teams
- Proficient with Google Workspace apps (Sheets, Docs, Slides, etc.)
- Knowledge of CS specific software/tools (ie. Gainsight, GetFeedback)
- Familiarity with Salesforce functionality
- Excellent collaborator with leaders, peers, and team members to promote transparency and achievement of shared goals
- Easily able to transition between strategizing, forecasting, and planning to rolling up sleeves and executing
- Ability to influence change with stakeholders through storytelling rooted in factual data
- Strong analytical skills and ability to translate insights into action
- Always professional and constructive, maintaining a positive outlook
- Inspiring leader that embraces change and continuous improvement
- Holds self and team members to high standards
- Lean champion; always looking for ways to reduce waste and eliminate redundancies
- Superior organization, prioritization, and communication skills
- Comfortable in a fast paced environment within a remote/hybrid organization
Location/Travel
This role is can be located anywhere in the US. This position requires the ability to travel from time to time and to events anywhere in the country or world when needed. 10-15% travel is expected and a valid passport is required.
Why work at RainFocus?
At RainFocus we delight millions of attendees at large-scale events by delivering better insights, experiences, and marketing. We were able to pivot our product and services offering in 2020 to continue growing and serving new clients and events.
As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our platform at events around the world. Additionally, RainFocus offers competitive salaries, competitive benefits, 401k, generous PTO, and countless other team building activities.
What are you waiting for? Apply today! We need more talented, hard-working, fun-loving team members just like yourself!
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