Chief of Staff - Customer Success Management

Position Overview

The Chief of Staff, Customer Success Management is chartered with ensuring the seamless planning and execution of all Customer Success Management initiatives, inclusive of strategic planning, business operations and execution, and planning and directing all administrative and operational activities. This role exists primarily to facilitate the transformation and management of Customer Success Management. They perform activities that enable the Customer Success Management leadership team to operate at a higher level of performance and advises on how to best set up the organization to accomplish key objectives. This includes activities such as organizing and prioritizing critical issues and required information for the Vice President, Customer Success Management to facilitate effective decision-making, acting as a liaison between top management and other stakeholders, and providing oversight and guidance to projects of high importance. The Chief of Staff also develops major goals to support broad functional objectives, as well as approving policies developed within various sub-functions and departments. This position may be responsible for the management of executive support staff. The Chief of Staff reports to the Vice President, Customer Success Management.

Responsibilities

• Oversee strategic business initiatives from development through successful execution in partnership and with support of Customer Success Management Business Excellence and leadership team

• Act as a strategic advisor and confidant to the Vice President, Global Product Support, and acta s an extra set of hands and proxy where appropriate

• Assist and communicate with leadership team members in decision-making, program management, and initiative implementation

• Serve as liaison between staff, executives, and senior leaders regarding key initiatives, team climate, employee well-being, proposals, and planning

• Oversee daily operations through collaboration with senior management and departmental leaders

• Find knowledge and skill gaps and liaise with appropriate stakeholders to address them

• Improve current processes and coordinate organizational procedures for optimal efficiency and productivity

• Ownership of developing and running annual strategic planning process & outputs for fiscal year team plans

• Build and develop relationships with employees for increased efficiency and effective responsiveness into existing operations

• Help define new operational strategies, working with VP and leadership on key projects

• Serve as subject matter expert, handling inquiries and developing action plans to address them, and assisting with the preparation and dissemination of communications

• Formulate and manage a strategic agenda for all weekly and offsite leadership meetings, setting a cadence of interactions, team discipline, action tracking and follow up, and running staff meetings

• Drive the decision-making process, decision tracking and documentation

• Identify the appropriate inspection topics and mechanisms, including Quarterly Business Reviews, operations reviews, and scorecards

• Ensures a strong, candid team dynamic

• Review, design, and execute on improvements to organizational structure

• Defines key business capabilities within the organization and ensures their execution

• Acts as strategic lead for governance and optimization

• Owns cascading communications from Leadership to broader team and advises on communications from leaders to their teams as needed

• Owns key initiatives and projects as assigned by the VP, Customer Success Management, including urgent initiatives, and strategic research

Minimum Qualifications

• Bachelor’s degree or equivalent work experience

• 8+ years management experience

• Proven experience organizing and directing multiple teams

• Excellent written and verbal communication skills

• Extremely versatile, dedicated to efficient productivity

• Experience planning and leading strategic initiatives

• Comprehensive knowledge of Global Product Support function

• Strong understanding of support concepts, terminology, and strategy

• Expert-level presentation and facilitation skills

• Able to build and nurture cross-departmental relationships

• Organized and intensely focused – nothing gets by you

• Strong work ethic and quality standards

• Expert proficiency with Microsoft Office suite

Preferred Qualifications

• Experience with data analysis

• Experience with budget management

• Consulting experience with a focus on operations management

• Proven success in a product coordination role

• Nimble business mind with a focus on developing creative solutions

• Strong project reporting skills, with a focus on interdepartmental communication

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