Director of Customer Operations


Indianapolis, IN, US

Octiv is seeking a Director of Customer Operations to lead, manage and inspire our client support team responsible for the overall satisfaction, adoption and general health of our customer base. Additionally, the Director of Customer Operations will be responsible for InfoSec and IT.

The position will oversee all post-implementation client success operations, including front-line technical support, technical consulting and product training. You will play an instrumental role identifying and implementing world-class customer support programs, measuring the success of initiatives in support of our “above and beyond” approach to customer service and retention, and working closely with Professional Services, Account Management, Product and Engineering leadership to ensure effective cross-team collaboration. You will plan and work with development operations on security measures to prevent data loss and service interruptions and achieve and maintain desired compliance certifications. You will also manage the day-to-day IT needs at Octiv. More specifically, you will:

Establish and grow a support organization focused on client health, utilization, adoption and satisfaction and cultivate a strong team culture focused on delivering great customer experiences
Oversee the end-to-end technical support intake process, including establishing and monitoring metrics and ensuring deadlines, expectations and service level agreements are consistently met
Oversee and manage support systems infrastructure, including identifying and implementing new systems to strengthen operational excellence and enhance client satisfaction
Liaise with the product team to ensure support documentation is accurately maintained and distributed in connection with roll out of new products and enhancements
Oversee product training programs delivered by Octiv to drive customer satisfaction and adoption
Create programs to drive customer engagement, such as building a customer community, knowledge base, customer newsletter, etc.
As a player/coach serve as client-facing technical expert for Octiv’s suite of products and primary point of intake to ensure client requests and questions are promptly resolved
Identify process improvement opportunities and drive strategic and tactical support operations planning and best-in-class program implementation
Identify and create client support and training offerings that would drive utilization and adoption and could potentially drive revenue for Octiv
Grow, mentor, and inspire client support team by owning all elements of the employee lifecycle: onboarding, performance reviews, training, career advancement, etc.
Create, test and implement network disaster recovery and business continuity plans
Perform risk assessments and testing of data processing systems
Recommend security enhancements and purchases
Training staff on network and information security procedures
Pursue and maintain required compliance certifications (SOC 2, ISO, etc.)
Manage support of Octiv’s Purecloud, G-Suite, Last Pass,, Sophos, Lightbound, Salesforce and other IT related services that Octiv may deploy
About you:

A list of job experience and qualification requirements is great, but what is most important to us is attitude and a team-oriented approach. Everyone at Octiv shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. Our client success team is no different, and we only hire people who have a passion for providing legendary client service in a team environment where a sense of humor is a must! But in order to be successful in this role, we are also looking for someone with:

7+ years’ experience leading a client-facing support team and building customer success functions and programs from scratch - SaaS experience required
Constant focus on improving customer experience, success and retention
Passionate about using data to make decisions and measure success
Desire and ability to work in a fast-paced, results-oriented and team-oriented environment
Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level
Outstanding cross-functional collaboration skills
Demonstrated ability to lead, develop and motivate employees
Four-year degree from an accredited college or university

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