Director, Customer Success Strategy & Analytics

| Peninsula | Hybrid
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TripActions is looking for a Director, Customer Success Strategy & Analytics to align Customer Success strategy to execution to our global and rapidly expanding CS team. We are seeking an experienced leader who will optimize our forecasting process, define goals and performance compensation targets, capacity planning and lead a growing team. The CS Strategy & Analytics team is integral to drive global scalability and actionable insights in the customer journey. 

Reporting to the SVP of Global Customer Success, the Director of  CS Strategy & Analytics will be responsible for reporting overall health of the department and partner with senior leadership to transform insights to execution...fast. This person will be excited to take on operational challenges and apply technology and systems to support the growing needs of a fast paced company. 

The Customer Success team touches every part of the business, and this is a unique opportunity to transform our CS operations to provide a better experience for internal and external customers. 

RESPONSIBILITIES

  • Hire, enable and lead the Customer Success Strategy & Analytics team
  • Lead the development of the Customer Success strategy and planning to efficiently drive customer success, value and retention.
  • Ruthlessly prioritize strategic priorities and operational challenges 
  • Build and manage customer distribution and capacity planning across all CS segments to ensure the best experience for our customers
  • Partner with finance on the design of pricing models for success services considering margin and GTM strategies.
  • Refine renewals, retention and expansion forecasting process
  • Work with the TripActions data team to develop end-to-end analytics and dashboards to continually monitor the health of the customer success organization across the entire lifecycle and detect at-risk churn and identify upsell opportunities.
  • Develop and operationalize review of customer insights and health data to enable the Customer Success team improve customer adoption, satisfaction, and retention.
  • Design and operationalize compensation structures for the CS organization in partnership with finance aligned with the company strategy.

QUALIFICATIONS

  • 10+ years of experience in customer success operations, sales operations, GTM strategy and analytics, or operations. 
  • 3+ years of direct management experience: hiring, developing and retaining talent
  • Proven track record of success in developing, planning and delivering business reviews and performance metrics in a fast paced environment
  • Excellent problem solving skills using data analytics to influence strategic decisions; including preparing and delivering insights and recommendations to executives
  • Advanced knowledge of customer lifecycle - customer journeys, upsell, renewals, churn, adoption and customer health index
  • Ability to ruthlessly prioritize and operate in an ambiguous environment 
  • Proficiency in Excel, Salesforce, Tableau and generating operational dashboards that measure KPIs
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Technology we use

  • Engineering
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Location

181 Fremont St. 23rd Floor , San Francisco, CA 94105

An Insider's view of Navan

What are some social events your company does?

It’s may sound cliche, but Navan’s sales culture is ‘work hard, play hard’. Navan knows how to have fun and build an awesome culture. It's beyond your usual happy hours; I’m talking about incredible trips, gourmet handrolls, and lots of dogs! It’s safe to say I’ve met my best friends at Navan.

Nathaniel

Mid-Market Account Executive

How do you collaborate with other teams in the company?

The culture here promotes direct communication and mutual trust, fostering cross-functional collaboration among talented and driven coworkers. Our clear business goals empower us to work together and constantly challenge each other to raise the bar and deliver the best platform, experience, and partnership for our customers.

Jordan

Regional Director, Mid-Market Expense Sales

How has your career grown since starting at the company?

I've had the pleasure of sitting in 8+ roles here at Navan over the last 5 years (SDR to Regional Director). Being at a business with lofty goals and a "failure isn't an option" mentality opens the door to expedite career progression, constant new opportunities and projects, and the ability to learn from a one-of-a-kind leadership team.

Anna

Regional Director, Enterprise Expense Sales

What are Navan Perks + Benefits

Navan Benefits Overview

Our Benefits

We realize benefits are important as they support keeping you at your best at all times. Our benefits are here for you if you get sick or hurt, help you save for now and later, encourage you to take time off work and travel, and provide perks specific to being a Navan employee both in and out of the office.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
President's club
Employee awards
Diversity
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

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