Director, Renewals & Customer Success Operations
The Director of Renewals and Customer Success Operations at Conga is responsible for leading and guiding key operational activities across the Renewals and Customer Success teams. This role involves annual planning, forecasting, business process optimization, and executive reporting and analytics. The director will serve as a trusted advisor to the VP of Customer Success, supporting them in various strategic initiatives. Additionally, the position entails leading a high-performing team of operational leads who are experts in business processes and systems, all dedicated to supporting the revenue process and driving business success.
Key responsibilities include leading the annual planning cycle, supporting weekly forecasts, driving cross-functional initiatives, implementing operational processes, and identifying opportunities for improvement. The director will also be responsible for delivering high-quality business intelligence to stakeholders, including the executive team, FP&A, and Renewals and Customer Success Leadership. This role is pivotal in contributing directly to the company's growth and reputation as a customer-focused revenue organization.
The ideal candidate will possess strong analytical thinking and problem-solving skills, with the ability to see issues holistically and identify root causes. Excellent communication and interpersonal skills are essential, as the role requires engaging in collaborative discussions and adapting to different communication styles. The candidate should be resourceful and collaborative, capable of finding solutions and applying knowledge across the business. Flexibility and adaptability are important, as well as a proactive approach to initiating and completing projects that benefit the team or organization.
Preferred qualifications include over six years of experience leading renewals operations, customer operations, or managing a renewals or customer success team. Prior leadership experience of more than six years is also desirable. Experience working for enterprise software companies for over six years is beneficial, as it provides an understanding of the challenges faced by software companies and the ability to navigate the B2B business model effectively. A degree in Economics, Finance, or Math, along with an MBA, is highly desired, reflecting a strong foundation in both numerical analysis and business acumen.