We are looking for a dynamic and experienced Director, Customer Strategy & Operations to operationalize and elevate our customer experience (CX) strategy in key areas of our business at Nuvolo. In this role, you will drive the development of comprehensive strategies that enhance the customer journey, optimize operational processes, and leverage data to improve decision-making for our organization. You will also be responsible for overseeing the customer lifecycle, redeveloping and overseeing our customer engagement / communications strategy, implementing data-driven insights (for internal and customer use), maintaining critical tools / operational processes, and managing strategic customer programs, all while collaborating with Revenue Operations to ensure alignment with business goals.
The ideal candidate is a seasoned leader with a proven track record in customer lifecycle management, operational excellence, and customer engagement at scale. You will play a critical role in setting the direction for customer experience and ensuring that we meet our growth objectives.
Key Responsibilities:
1. Customer Lifecycle Management:
- Lead the redesign and on-going oversight of a best-in-class customer lifecycle strategy, from onboarding to renewal and expansion, ensuring customers realize value at every stage of their journey.
- Collaborate with key stakeholders in Customer Success, Delivery, Product, and Sales to create seamless handoffs and customer interactions.
- Implement initiatives that drive customer retention, product adoption, and satisfaction, working to reduce churn and increase customer lifetime value.
- Develop a continuous improvement framework to evolve customer lifecycle management as the business scales.
2. Customer Strategy & Operations:
- Define and execute a forward-thinking customer engagement strategy that aligns with both short-term objectives and long-term business goals.
- Oversee the operational infrastructure for customer engagement, ensuring that teams have the right tools, processes, technologies, and workflows in place to drive efficiency, effectiveness, and automation.
- Identify and address operational gaps, driving improvements / efficiencies that lead to enhanced customer satisfaction and operational scale.
- Collaborate across departments to ensure a unified approach to customer interactions and service delivery overall.
- Customer Insights & Reporting:
- Build a robust data-driven insights program, collecting, analyzing, and presenting actionable customer data to improve decision-making and proactive customer discussions around business value / adoption
- Evaluate Develop reporting mechanisms to track key metrics such as customer health, retention risk, sentiment / satisfaction, and engagement, providing visibility to leadership and other cross-functional teams
- Use data to identify trends, growth opportunities, and areas for improvement, influencing strategy across the organization.
- Lead efforts to enhance the use of analytics tools to provide deeper insights into customer behavior and needs.
4. Customer Programs:
- Design and implement strategic customer programs that drive engagement, advocacy, and retention, including customer advisory boards, loyalty programs, and advocacy groups (in close collaboration with our sales / marketing organizations)
- Lead customer education initiatives such as training, workshops, and webinars to empower customers and promote successful product adoption.
- Develop community and engagement programs that foster customer loyalty and build long-term relationships with key customer segments.
- Align customer programs with broader marketing and sales efforts to ensure consistency and maximize impact.
5. Customer Rev Ops (Revenue Operations):
- Partner with Revenue Operations to align customer engagement strategies with revenue goals, ensuring that operational activities support revenue growth.
- Drive cross-functional alignment between customer-facing teams and Revenue Operations to optimize forecasting, customer success, and retention strategies.
- Oversee key revenue-related KPIs such as renewals, upsells, and customer expansions, using data to guide growth initiatives.
- Ensure the seamless integration of customer insights into revenue strategies to drive more effective targeting and engagement.
Qualifications:
- 10+ years of experience in customer engagement, customer success, or customer operations, with at least 5 years in a leadership role.
- Demonstrated success in managing customer lifecycle, strategy, and operations within a SaaS or high-growth technology environment.
- Strong expertise in customer insights, data analytics, and operational optimization.
- Experience with Customer Success tools (e.g., Gainsight), Data / Analytics platforms (Power BI, Tableau), Delivery / Services tools, and CRM systems (e.g. Salesforce)
- Exceptional leadership, strategic thinking, and communication skills, with a track record of scaling teams and driving results.
- Proven ability to drive revenue growth and customer satisfaction through strategic customer engagement initiatives.
About Nuvolo:
Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to connect all people, physical locations, assets, and work. Our customers span multiple industries including healthcare, life sciences, financial services, government, and more. Hundreds of brands including 7-11, Chevron, and Premera Blue Cross trust Nuvolo to optimize their workplace operations.
Nuvolo is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
The salary range for this position is $150,000-$165,000 base salary plus bonus. Proposed salary for the selected candidate will depend on a variety of job-related factors, including but not limited to geographic location, market requirements, experience, training, and education.
Compensation$150,000-$165,000
