Job Description
As Director of Operations for Customer Success, Support & Professional Services you will lead and set strategy for the operations supporting customer success, support, and professional services organizations at Katalon. This role will offer strategic partnership, consultation, and hands-on execution support to our Global VP of CS&S and management. They will partner closely with stakeholders on cross-functional teams to plan and implement systems and programs in support of Katalon’s strategic initiatives. This is a leadership role that requires a strategic thinker with strong communication skills and a customer-focused mindset.
How You’ll Make An Impact
- Work with business owners to oversee the implementation of the CS&S strategy and programs across all regions and customer segments
- Lead transformational initiatives to support Katalon’s growth objectives with a focus on achieving customer retention and upsell/cross-sell KPIs (e.g., NRR, GRR, CSAT)
- Partner with business owners to identify and implement new monetization opportunities through professional services and support offerings
- Build strong relationships with key stakeholders, including sales, product, marketing, finance, revenue operations, and data science teams, to drive customer success and retention
- Develop and implement processes and best practices to enhance the efficiency and effectiveness of CS&S teams
- Implement and manage professional services, support and customer success tools and platforms (Salesforce, Planhat) to ensure data accuracy and facilitate efficient operations
- Own and manage the daily/weekly/monthly forecast process by providing in-depth analysis of customer data to identify upsell and cross-sell opportunities and predicting churn risks
- Collaborate with business teams and product analytics for look-backs of customer trends and behaviors and co-author go-forward plans
- Collaborate with business partners and finance on annual planning and budgeting processes, including resource allocation and compensation planning
- Ensure enablement teams are plugged into and executing comprehensive programs to train the field on new programs/offerings/plays
- Monitor and analyze market trends, customer needs, and competitive activities to inform strategic decisions
