APAC Customer Success Operations Director

5 days ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $150,000 - $180,000
Job Description:

This role is responsible for driving retention and growth across the APAC investment segment, managing a portfolio of approximately 10 million dollars in annual recurring revenue (ARR) and 4,200 customers.

You will lead the customer success operations centre, ensuring operational excellence, customer satisfaction, and fulfillment of key journey outcomes. The role involves coaching a high-performing team, monitoring customer health, and collaborating cross-functionally to resolve issues and improve processes.

  • Overall accountability for retention & growth of the APAC investment segment portfolio (Approx 10M ARR/42K Customers), customer experience and fulfillment of defined operational tasks on behalf of customer success managers through the customer success operations centre of excellence.
  • Coach and lead the customer success operations centre functions on a day-to-day basis, monitoring performance through established dashboards and reports.
  • Protect and grow revenue from the investment segment customer base, with overall accountability for fulfillment of defined segment journey outcomes, leveraging the customer success operations centre of excellence to fulfill tasks and workflows.
  • Monitor customer health, ensuring you are aware of any areas of concerns for your client base and work with internal teams to rectify any issues.
  • Identify and develop opportunities to expand the client's use of products and services and deepen our relationship, establishing and overseeing digital and outbound campaigns through the CSOS campaign team, monitoring success rates.
  • Define and govern escalation workflows, customer complaints and concerns, seeking to improve all aspects of the customer experience with the company. Lead collaboration with GCS ops & enablement, billing, sales and other key stakeholders, escalating where needed, to ensure customer satisfaction
  • Serve as an advocate for overall customer experience, proposing and lobbying for improved solutions, process workflows and automation opportunities.

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