Director Customer Operations Jobs

Director, Customer Operations

Sales + operations are the variables that most affect a company’s success and ability to make the moves it wants to. As a result, we hold our Director of Customer Operations to a high standard of professionalism, communication, and accountability and will oversee our entire CS team.

Reporting to the COO, the ideal candidate is an excellent communicator of business value and insight. You thrive on ensuring you and your team build meaningful relationships with customers. You are uniquely able to recognize and interpret business trends that can be used to make recommendations that drive performance.

Responsibilities:

· Oversee Implementation, Customer Success, and Product Support for a team of approx 12 with 3 direct reports

· Build and nurture customer relationships. Ensure your team is regularly meeting with your customers to maintain and strengthen their ties with company.

· Direct and manage your team with their customers in setting and tracking goals that highlight the value in company.

· Manage the team and processes related to customers migrating from the legacy platform over to our new and improved POS platform

· Manage processes related to product support case load

· Create processes, procedures, and tactics to help reduce customer churn.

· Create and participate in webinars that deliver business value.

· Construct strategies around delivering helpful content (tips and tricks, new features, SOPs)

· Retention. Handle escalations to determine primary risk reasons and update accordingly on resolution timelines. Ensure there is awareness of all features/functionality and that proper workflows are adopted.

· Maintain up-to-date Account Health status for at-risk customers.

· Ensure churn risk reasons are accurately captured and documented.

· Influence Product decisions. Represent your customer needs to R&D.

· Develop programs for each channel to meet the actual needs of our target customer that which our sales and marketing and team can apply to achieve their goals

Qualifications:

· 7+ years of previous experience in customer success or management in cannabis retail. The ideal candidate would have both

· This individual will demonstrate a genuine interest in helping businesses be successful with a commitment to continuous improvement

· This individual will demonstrate experience with support tools like Dialpad, Intercom, and other VoIP systems

· Previous experience with managing and understanding of support metrics (ie. response times, resolution success, IVR messaging, and Omnichannel Customer Routing, etc.)

· Experience with an in-house CRM tool (Salesforce, Hubspot, etc.)

· Proven record of helping customers hit their goals

· This individual will ideally demonstrate strength in both Customer Success and Product Support

About Vangst:

Vangst is the cannabis industry’s hiring platform. Vangst helps cannabis companies find the talent they need to grow their business. From on-demand gig workers to trained & credential full-time employees, Vangst has built the industry’s go-to talent marketplace for all cannabis hiring. Vangst is proud to work with 1,200+ of the cannabis industry’s leading businesses. Since raising its seed round in 2018, Vangst has become one of the fastest-growing companies in the cannabis industry and was recognized as one of Fast Company’s Most Innovative Companies.

Today, over 300,000 people have full-time jobs in the cannabis industry and this number is expected to triple over the next five years. Vangst is on a mission to fill every job in the cannabis industry.

Vangst’s headquarters is in Denver, CO. Vangst is a Series B company and backed by Lerer Hippeau, Colle Capital, Level One Fund, Snoop Dogg’s Casa Verde Capital, and others.

Disclaimer:

Vangst provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.