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Benevity: Director, Client Success Operations


This is a Full-time position in Los Angeles, CA posted September 8, 2021.

Benevity is actively searching for an experienced Client Success Operations leader to join our passionate and growing Client Success Team (~250 people).

Client Success is a strategic pillar in the client experience, ensuring that clients are able to maximize the value and impact of their corporate purpose and goodness programs through their use of Benevity’s solutions.

We strive to have all of our clients be RFOB’s (Raving Fans of Benevity), and this is a key metric of success in our business.

Benevity’s Client Success team is experienced, committed and focused on supporting the employee engagement and community investment programs of the world’s largest corporations.

Our Client Success team is looking for a strategic, driven, and analytical Director, Client Success & Operations with a passion for designing processes that scale.

Reporting to the EVP, Client Success and managing a dedicated Operations team, this role will focus on increasing the efficiency, effectiveness, and quality of Benevity’s Client Success team.

In this role you will be Benevity’s Client Success team core operating partner and collaborate closely with our Product, Marketing, Sales, Revenue Operations, Financial Operations and Engineering teams to tackle operational and strategic initiatives for our organization and drive the effectiveness and efficiency of our Client team.

In collaboration with the EVP, Client Success, you will be responsible for CS Operations strategy, P/L reporting, cost management, internal CS communications and critical projects that continue to elevate the overall CX Experience.

You bring the experience to help set the direction for CS/CX investment across the overall organization structural design and resource allocation, and help ensure the smooth working coordination around shared processes between CS Teams.

You will design strategies in collaboration with your peer CS leadership team and be a role model and mentor for the extended CS leadership team.

You think like an owner, have a service-oriented ethos, a keen understanding of the SaaS operations and/or customer success landscape, and the experience to scale cross-team processes for efficiency and scale.

Ideally, you would be based out of Benevity’s Calgary or Toronto offices.

What you will doAssess business critical processes and metrics; maintain, measure, and enhance operational dashboards, team and client performance across all CS functions to ensure processes are designed to drive high performance.Document and align the Client Journey and CX Experience across all CS functions, enabling CS Leadership to implement and execute programs.Work and influence cross-functionally with CS, Product, Marketing, Revenue Operations and Sales to report and align on priorities, including Voice of the Client programs (NPS, CSAT, CES surveys etc.)Collaborate and influence with CS Leadership by driving cross-functional initiatives that deliver impactful results.Work to identify opportunities and design/implement solutions for process improvements, as well as improvements to tooling and analytics.

Help lead and optimize the CS ecosystem of tools, processes and enablement by working closely with our systems team (Salesforce, Gainsight, etc) to scope business requirements with CS stakeholders and guide implementation of new features.Collaborate closely with our Product, Marketing, Sales, Revenue Operations, Financial Operations and Engineering teams to tackle operational and strategic initiatives for our organization and drive the effectiveness and efficiency of our Client team.Lead change and coordinate communication on the team’s initiatives across various key stakeholders in partnership with our CS Leadership and Internal Communications teams.Analyze customer health and develop a deep understanding of evolving value drivers in partnership with Analytics & Insights and Revenue Operations, with an eye on always improving the Client Experience.Lead and inspire small dedicated team focused on a roadmap of initiatives to scale Client Success over the long term.What you bringA powerful client advocate – you feel a sense of empathy, responsibility and urgency when a client calls for help and can communicate that urgency and need for high performance to the team even in a supporting leadership role.A minimum of 8-10 years with the internet or software as a service (SaaS) industry, customer/client success experience, or equivalent industry experience, and proven success in supporting the scaling of high growth organizations.You have 8-10 years of experience in team management, including pre and post sales (professional service, support and success)You have 5+ years in management consulting in a strategic/operational roleYou are a change leader with finely-honed communication skills: you are able to credibly and compellingly present and debate recommendations with senior leadership as well as mastering change management.You have practical experience in building narratives using data, communication tools, and empathetic storytelling to influence and drive change.Your passion for the client and putting their experience at the heart of our processes, are evident in your past experiences with client experience and journey mapping.Problem solving and strategic thinking with a love of helping people; Outstanding project management skills, ability to work cross functionally and outside the organization, and have a track record of achieving the results expected; You have a talent for solving sticky situations, creating alignment and turning teammates into raving fans; Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions; A bias toward action / you love to dive in and get things done; Ability to successfullymanage multiple priorities while maintaining a strong sense of urgency to ensure we are achieving our larger strategic goals.You have a high-energy, team-first attitude and you are motivated to work in an ever-changing environment to help our growing client base Go to Work and Change the WorldLooking for meaningful work where you can have an impact?

Benevity is the place for you.

We’re a fast-paced (and fast growing) software company in the business of doing good.

Our market-leading cloud solution powers Goodness programs that help some of the world’s most iconic brands engage their people, customers and communities by connecting them with causes they care about.

As a B Corp, we’re thrilled to be part of the next wave of companies that are committed to higher social and sustainability standards—a commitment you’ll see reflected in our mission-driven culture.

If you want to feel good about going to work every day, Benevity delivers.

We’re an agile, high-performing team and we need new team members—people like you—to help us continue to innovate game-changing technology, and help our raving fans (our clients) successfully run world-class Goodness programs that create a culture of purpose and passion while making a positive difference in the world.

Imagine using your skills to catalyze a network of 10 million+ people from hundreds of the most recognizable global brands to connect with millions of charities around the world.

At Benevity, you can!

When you Work at BenevityYou’ll have the once-in-a-career opportunity to be a part of a movement—helping some of the world’s most iconic brands drive social change and create a better employee experience that can attract, retain and engage today’s diverse workforce.You’ll make more than just a paycheck.

You’ll have the opportunity to combine your passion with purpose every day while achieving tangible results.

Just last year our team delivered nearly 1,000 feature enhancements; not to mention we’ve continued to build game-changing products while processing over $3 billion in donations and 12 million volunteer hours to 150,000 charities worldwide.You’ll join a high-performing, purpose-driven team that will help you advance your skills and adopt the growth mindset that’s essential to success at our company (and in everyday life).

Our inclusive environment will allow you to come to work each day and be your best, most authentic self.You won’t find a lot of office policies and politics around here, but you will find dogs.

You’ll also find a lot of passionate people who are all owners in the company.

That doesn’t just mean potential equity in the company (though it means that, too!), but also a sense of responsibility and pride that we’re in this thing together.

Our Commitment to a Diverse CultureWe believe in the power of diversity and we’re dedicated to creating a diverse, equitable and inclusive environment at Benevity.

We ensure equal opportunity for all applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.

A Place for all Genders in TechGender diversity and equality benefits everyone.

We’re committed to supporting all gender identities and expressions in tech by sharing stories and advocating for equality.

We’re also proud to partner with forward-thinking organizations like Chic Geek and Next Gen Men, who continue to build a more vibrant, inclusive and diverse technology landscape.

While we sincerely appreciate every application received, only those candidates selected for an interview will be contacted