Client Success Strategy – Operations Lead

🕒 Agosto 21

🌽 Illinois – Remoto

🌽 Illinois – Remote

💵 $128.000 - $160.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 13%

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Origami Risk

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2009

🏥 Saúde

🏗️ Construção

📦 Logística

💰 Private Equity Round em 2018-03

Healthcare • Construction • Logistics

Origami Risk é uma plataforma de software abrangente que simplifica e aprimora os processos de gestão de riscos e seguros. Ela fornece ferramentas para integração de dados, automação de fluxos de trabalho e facilitação da colaboração em diversos setores, como saúde, manufatura e construção. A Origami Risk apoia as organizações na melhoria de seus programas de segurança, administração de sinistros, gestão de políticas e conformidade com os requisitos de governança, garantindo uma abordagem personalizada para a gestão de riscos.

Descrição

• Serve as the operational backbone of the Client Success and Technical Account Management organizations • Develop, document, and maintain Salesforce SOPs and own the Salesforce evolution roadmap • Act as the link between Client Success leadership and technical Salesforce teams • Maintain Planhat as the Client Success platform of record and drive platform enhancements • Own and refine the client health score framework • Lead the strategy and design of Client Success reporting infrastructure • Build dashboards in Planhat and Salesforce for CSM, TAM, and executive performance and health views • Define dashboard evaluation metrics with Client Success leaders and maintain a proactive reporting roadmap • Own documentation and operational execution of the client journey framework • Align client journey touchpoints across Client Success, Product, Revenue, Engineering, Marketing, and Professional Services • Drive continuous improvement using performance data, client feedback, and operational signals • Coordinate the Client Portal from strategy through day-to-day execution • Develop and manage the client community for engagement, self-service, and relationship building • Partner with the Chief of Staff, Scaled Client Success Management, and Marketing on community content, governance, and growth • Maintain active moderation and value delivery within the community • Own client satisfaction survey strategy and connect feedback to internal action • Coordinate cross-functionally on planning and execution of the annual Elevate client conference • Own Elevate operational workstreams, including logistics and content coordination • Maintain a holistic view of the Client Success tool landscape and lead tool evaluation and rationalization • Own the internal Client Success playbook, runbooks, and enablement resources • Keep documentation current and support efficient onboarding • Identify, evaluate, and prioritize AI opportunities to improve client experience • Translate AI opportunities into practical use cases and structured cross-functional initiatives • Stay current on AI tooling and emerging capabilities relevant to Client Success • Perform other duties as assigned

🎯 Requisitos

• Bachelor's degree in Business Administration, Information Systems, Finance, or a related field; or equivalent practical experience • 5+ years of experience in CS Strategy & Programs, CS Operations, Revenue Operations, or a closely related function within a SaaS environment • Hands-on experience with Salesforce, including shaping how others use it through SOPs and workflow design • Experience with a CS platform such as Planhat, Gainsight, or ChurnZero • Proven track record of owning complex, cross-functional projects from initiation through completion • Data literacy and ability to build and interpret dashboards in Salesforce, Planhat, or BI tools • Experience leading change management efforts and rolling out new processes and tools across a team • Structured project management experience; PMP, Scrum, or equivalent demonstrated capability preferred • Strong communication skills for translating operational complexity into clear direction for technical and non-technical stakeholders • Ability to work effectively as an individual contributor while influencing outcomes across teams without direct authority • High organization and attention to detail; ability to manage multiple priorities in a fast-paced, evolving environment • Foundational understanding of security and privacy responsibilities and standards such as NIST 800-53, ISO/IEC 27001, and SOC 2 • Ability to follow information protection and security protocols, complete mandatory training, report suspicious activities and security or privacy incidents, and handle information according to classification and protection requirements

🏖️ Benefícios

• Bonus eligibility • Medical and dental coverage for employees, dependents, domestic partners, and spouses • Paid time off with flexible options • 10 paid company holidays where available • Vision insurance • Short- and long-term disability insurance • Basic life insurance • Generous family leave, including adoption and foster care placements • Flexible Spending Account • Health Savings Account • Commuter Benefits • Dependent Care Savings Account • 401(k) with company match up to 4% • Employee Assistance Program (EAP) • Education Assistance Program for industry/role-specific certifications • Wellness reimbursement program • Pet Insurance • Critical Illness Insurance • Voluntary Life & AD&D coverage • Many full-time positions eligible to be completely remote • Flexible PTO not available in California or the UK

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