Freshworks
Information Technology And Services
Sr.Director,GlobalCustomerServicesOperations
“Sr. Director, Global Customer Services Operations at Freshworks. Skills: Customer Services Operations, Process management, Cross-functional coordination, Vendor management, Stakeholder management, Operational metrics, Resource planning, Continuous improvement. Develop operational strategies. Implement operational strategies”
What You'll Achieve.
Maximize efficiency; Maximize customer outcomes; Maximize revenue retention; Improve team productivity; Make confident decisions; Support business expansion; Drive complex projects to completion
Industry & Context.
Complex challenges; Data-driven decision making; Problem solver
What They're Looking For.
Must Have
10+ years revenue operations, 10+ years CS operations, 10+ years services operations, 10+ years strategy roles, Experience supporting Professional Services, Experience supporting Customer Success, Experience supporting Support functions, Fluency with CRM systems, Fluency with CS platforms, Fluency with PSA tools, Fluency with support systems, Ability to work independently, Ability to take initiative, Experience leading cross-functional teams, Experience developing innovative solutions, Business acumen, Financial acumen, Understanding of services delivery, Understanding of customer success methodologies, Understanding of support operations, Understanding of project management, Ability to thrive in global organization, Ability to collaborate effectively, Skilled at delivering analysis, Skilled at delivering insights, Experience developing metrics, Experience tracking KPIs, Experience translating insights, Data-driven decision-maker, Analytical foundation, Ability to provide strategic guidance, Ability to manage multiple priorities, Ability to drive complex projects
Nice to Have
SaaS company experience
What You'll Do.
Develop operational strategies
Implement operational strategies
Maximize team effectiveness
Drive customer outcomes
Provide thought leadership
Drive action across process improvement
Drive action across methodology
Drive action across capacity planning
Drive action across competitive analysis
Drive action across organizational positioning
Promote customer focus
Ensure systems are configured
Ensure systems are integrated
Ensure systems are adopted
Lead success analytics vision
Execute success analytics vision
Define measurement framework
Define key process metrics
Define leading indicator metrics
Develop performance metrics
Disseminate performance metrics
Monitor business health
Inform recommendations
Design retention strategies
Implement retention strategies
Design expansion strategies
Implement expansion strategies
Design resource models
Implement resource models
Implement scale models
Design delivery processes
Implement delivery processes
Drive continual improvements
Improve process consistency
Improve customer satisfaction
How You'll Work.
Team & Collaboration
Cross-functional initiatives; Senior Leadership collaboration; Sales collaboration; Finance collaboration; Product collaboration; Engineering collaboration; Global organization collaboration; Matrixed organization collaboration
Communication Scope
Presenting to senior leadership
Process & Methodology
Project management
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