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Director, Customer Success Operations

Dataminr

Dataminr

Customer Service, Sales & Business Development, Operations
Multiple locations
Posted on Thursday, April 18, 2024

See yourself at Dataminr

Are you a tech-savvy leader motivated by operational excellence? We are looking for an experienced professional to lead our CS Operations team. Our pioneering AI-powered event and risk detection platform serves both Public and Private Sector markets. As a player/coach, you will lead, develop and coach a talented team to success. Join us in driving continuous internal improvement and an optimized experience for our customers.

This US-based role can be remote or based out of our New York City office.

At Dataminr, we are creating a team of talented builders, creators and visionaries to have a real-world impact on how organizations respond to fast-emerging events as they unfold. We are over 600 talented individuals, spanning seven global offices, united by our passion to use AI for the greater good and be agents of positive change in our company and in our communities.

We offer a competitive benefits package aimed at keeping you healthy and happy:

  • Comprehensive medical, dental and vision insurance plan options for employees, domestic partners and their dependents

  • Generous PTO, flexible sick days and remote working options

  • Paid parental leave and family forming benefits

  • Mental health benefits and support

  • Company equity (RSUs)

At Dataminr, we serve a global community made up of many cultures and strive to reflect the diversity of the world in which we live. We stand for social justice and we lead with empathy. We foster a culture of allyship, standing up for those who face systemic barriers to equality. We actively condemn racism and discrimination in any form.

We believe our differences give us strength. Our employees are empowered to be their best, authentic selves through various opportunities, such as our robust employee resource group (ERG) network, learning and development funds, and more.

The opportunity

  • Define, lead, and track strategic and operational programs to successful completion

  • Develop and deliver on a wide range of Customer Success initiatives, often cross-functionally, to improve the effectiveness and adoption capabilities of Dataminr’s customers on our platform. Examples include customer journey development, health scoring and new playbooks.

  • Leverage data and analytics in Salesforce and Looker to develop, lead, and measure results for Customer Success Managers on adoption-related initiatives, programs, and campaigns

  • Improve the efficiency of Customer Success Manager day in the life

  • Support the Customer Success partnership with the Platform, bringing the “voice of the customer” to Product teams, including interlock, reporting, metrics, and facilitating customer engagement (e.g., surveys, interviews, etc.)

What you bring

At Dataminr, we value you for who you are. We encourage you to apply for this role, even if you don't meet every qualification. Our candidates are reviewed based on their skills and potential to succeed.

  • Demonstrated progressive Customer Success Operations experience at a SaaS company, preferably with Government and Corporate sector customers. Previous CS experience prior to moving to Ops is a bonus

  • Strong understanding of the capabilities within the Salesforce suite and CS-focused platforms (i.e. Gainsight), and Corporate BI tools (i.e. Looker)

  • Experienced leading cross-functional initiatives in mid-sized organizations (i.e., 400+ employees)

  • Leadership experience with a team of at least 3 team members, and a willingness to operate in a player/coach mode

  • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans

  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision-making, and OKR management

#LI-JF

About Dataminr

Dataminr, the world’s leading real-time information discovery platform, delivers the earliest warnings on high-impact events, emerging risks and other critical business information far in advance of other sources. Recognized as one of the world’s leading AI businesses, Dataminr enables faster response, more effective risk mitigation and stronger crisis management for public and private sector organizations spanning global corporations, first responders, NGOs and newsrooms. Most recently valued at $4.1B, Dataminr serves more than two-thirds of the Fortune 50 and half of the Fortune 100 companies and over 650 newsrooms worldwide.

Colorado, New York, California, Washington only: The salary range for this position is as indicated below. Base salary ranges may vary by geographic location, applicant skills, and prior relevant experience, among other factors.
Colorado: $153,000-$173,000
New York/California/Washington: $170,000-$192,000

Dataminr is an equal opportunity and affirmative action employer. Individuals seeking employment at Dataminr are considered without regards to race, sex, color, creed, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status or veteran status.