Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor.

Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions.

As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are confident without arrogance, customer obsessed and care about our people and our communities. We are looking for people to join Matillion who share our integrity, drive and passion.

We are now looking to add a Director, Customer Operations to #TeamGreen. This role is US based and ideally in Denver but we are willing to consider remote applications too.

The Director, Customer Operations leads Matillion’s efforts to drive the effectiveness and efficiency of the Customer Success organization via a set of standardized metrics, processes, tools and enablement that ensure delivery of a world class customer journey for Matillion’s customers.

What you will be doing;

Metrics

• Enabling excellence in customer service by arming the customer success organization with clear, consistent visibility into all key aspects of the customer journey
• Tracking and reporting on all KPIs for the customer success organization
• Leading development and maintenance of a customer health score in partnership with the BI team to inform customer success decision making
• Leveraging metrics to; Detect early signals of at-risk customers and arming the customer success organization with playbooks to address, Identify top candidates for expansion, Drive a culture of continuous improvement and customer delight
• Analyzing customer data including health scores and other leading indicators of renewal and upsell to help inform where to focus customer success capacity

Processes

• Partnering with the Success Management, Customer Support, and Professional Services teams inside Customer Success to deliver a unified set of playbooks that optimize the customer journey for Matillion’s customers
• Looking for consistent issues across the customer success organization, breaking issues down into manageable components, and creating solutions with measurable results 
• Determining the right timing and right content to engage customers digitally along the customer journey to drive net retention of the long tail of Matillion’s customer base 
• Initiating new or enhanced processes to improve productivity of the customer success organization and optimize the customer experience
• Helping define the intersection of Matillion’s customer success and community strategies
• Coordinating cross-functional processes that help meet net retention targets and delivery on customer needs, including; Delivering customer success feedback to the product team, aligning team members across departments to resolve major customer issues, ensuring consistent visibility into the status of bugs and feature requests and serving as a liaison to other departments on operational matters
• Managing the enablement program for customer success in partnership with Product Marketing and Product Management, ensuring the right people are enabled on the right content at the right time to deliver a world class experience to Matillion’s customers

Tools

• Managing the process of evaluating, selecting, implementing and improving technology solutions that enable and automate customer success workflows
• Owning the customer success toolstack and integrations with other relevant data sources
• Establishing automatic workflows leveraging technology that drive measurable increases in efficiency of the entire customer success organization
• Working with other teams and data sources to mitigate customer data silo issues

Technical / Role Specific Essential Skills

• 5+ years in a customer operations role
• Proven knowledge of how to build and run key aspects of a customer success program including; Customer health scoring, Customer adoption, retention and expansion playbooks, Customer success tooling, Customer success enablement
• Experience implementing and managing a set of customer success KPIs
• Familiarity with common customer relationship management software including SFDC and Gainsight
• Excellent communication skills, both written and verbal, as well as excellent organisational skills
• Experience running high-velocity digital programs (e.g. tech touch)
• Ability to quickly become fluent with new technologies used to capture customer data
• Experience administering customer success platforms (Gainsight or equivalent) ideal

Personal Capabilities Required, e.g. skills, attitude, strengths

• Passion for designing processes that scale
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys “getting their hands dirty” by digging into complex operational issues
• Ability to lead through influence, generating buy in and action across the customer success organization
• Cross-functional orientation and ability to build relationships with other leaders and teams
• Creative problem solving skills and a mentality of “art of the possible”
• A proactive mindset towards continuous improvement 
• Ability to thrive in an Agile environment

Find out more about Matillion and our core company values.

- A truly flexible & remote working culture

- A culture that promotes work life balance

- Company Equity

- Access to mental health support

- 15 days PTO that increases to 25 after 12 months service

- 5 days paid volunteering leave

- Health insurance

- Life insurance

- 401K

- Career development with monthly hackdays and access to a Udemy account

& much more!

We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch.

Alternatively, if you are interested in Matillion but don't see a suitable role, please email [email protected]

Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.