Customer Success Operations Lead

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Company Description

The Kinetica Active Analytics Platform combines streaming and historical data with location intelligence and machine learning-powered analytics. Organizations across automotive, energy, telecommunications, retail, healthcare, financial services, and beyond leverage the platform’s GPU-accelerated computing power to build custom analytical applications that deliver immediate, dynamic insight. Kinetica has a rich partner ecosystem, including NVIDIA, Dell, HP, and IBM, and is privately held, backed by leading global venture capital firms Canvas Ventures, Citi Ventures, GreatPoint Ventures, and Meritech Capital Partners. 

For more information and trial downloads, visit kinetica.com or follow us on LinkedIn and Twitter.

 

Job Description

As the leader of Customer Success Operations, you will be providing business operations support in three areas 1) building and scaling the team, 2) developing capacity in the partner ecosystem, 3) developing, deploying, and enforcing processes to ensure consistency, quality, and maximum efficiency of the department. 

In this position, you will work closely with the various members of Customer Success across Professional Services, Training, and Support as well as with HR, Finance, Sales, and the other business units. 

Some of the key areas of responsibility include defining the processes for and operating the following key areas:

  • Building and scaling the team
    • Assisting and tracking hiring activity to target
    • Analysis of productivity metrics – identify areas of team bottleneck
  • Resource management
    • Project staffing of both direct and indirect team members
    • Team utilization tracking
  • Partner development and staffing
    • Identification, tracking of partner members
    • Project staffing
    • Sub-contracting SOWs and financials
  • Customer Operations
    • Customer Success KPI dashboard
    • Adoption of end to end Customer Journey process
    • Customer / project governance 
    • Sales engagement
    • Customer transitions
  • Project oversight
    • Sales proposal support, services proposals 
    • Statements of work 
    • Project financials
    • Project on-boarding
    • Reporting
    • Personnel support
    • Time entry and accounting

Additional Information

All your information will be kept confidential according to EEO guidelines.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Location

101 California St., Suite 4560, San Francisco, CA 94111

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