Sr. Ops Executive – SAAS Delivery, Services & Success

The Sr. Operations Executive – SAAS Delivery, Services & Success is a strategic, critical role that will lead, manage and oversea the success and growth of this suite of SAAS products.

This Tech-Savvy, Data-driven, Strategic, Company and Customer Success-obsessed, growth-focused, successful SAAS Delivery expert will be responsible for:

• Delivery, Professional Services Implementations, Customer Success, Customer Support, and Infrastructure and driving the profitability and success of the operations department.
• You must have high sales and service acumen as you will be a critical face of the company with direct customer relations and engage in high-priority meetings with clients and prospective clients
• You will also be responsible for resource planning, client management, project visibility, project scope, and P&L
• This role will lead and optimize processes, ensuring the team is positioned favorably for rapid growth, will ensure a clear roadmap for growth and scalability, aligning a strategy to meet the company’s goals. This position will ensure client satisfaction, service quality, and operational efficiency

Our Delivery, Services & Success team is critical to our continued success and is appreciated as such.

Basic Logistics & Comp:

• Location: remote (or can work at one of client offices if desired)
• Comp/Benefit basics: This critical Executive will receive competitive benefits, earn performance bonuses, and will be eligible for equity. 
• Culture: The company’s culture encourages continuous learning and teaching; you’ll have continuous opportunity to learn and grow as well as mentor and share your knowledge with others. The teams are both collaborative and entrepreneurial the organization emphasizes communication and shared respect as the basis for culture.  

Position Overview:

• Build, lead, and optimize client support processes, ensuring the delivery of high-quality service and seamless operations.
• Accountable for the profitability of client services, support, success, and infrastructure.
• Build and scale a best-in-class Client Services team
  • including hiring, training, and developing talent to meet the evolving needs of the business.
• Drives the development of strategic solutions for our clients and manages internal resources to fulfill these strategies on time, on budget and with maximum efficiency of resources.
• Owns and drives client retention and satisfaction and serves as voice of the customer.
• Collaborate with leadership to align client services strategies with company goals, ensuring a clear roadmap for growth and scalability.
• Identify opportunities to improve workflows and implement best practices for customer support, onboarding, and engagement.
• Define and monitor KPIs for client satisfaction, service quality, and operational efficiency, using data to drive continuous improvement.
• Leverage deep vertical knowledge to position the company as a trusted partner and thought leader within the industry.

Required Skills and Experience necessary for success:

• Experience:
• 10+ years of experience in a leadership role:
  • managing client services, operations, or customer success teams.
  • Proven experience building and scaling a client support team for a B2B SaaS company, including hands-on involvement in team structure and process development.
  • Deep vertical experience, enabling you to address unique client challenges and opportunities effectively.
  • Demonstrated success working in startup environments, navigating challenges, and driving growth in a lean environment.
• Technical:
  • The role requires a technical background – someone who has led teams through complex software implementations and understands the operational challenges of delivering solutions at scale.
  • It requires a deep understanding of underlying technical infrastructure to deliver scalable, reliable solutions.
• Strategy, Operations & Data:
  • Ability to develop and execute long-term strategies aligned with business objectives.
  • Strong track record of improving customer service processes, optimizing resource allocation, and meeting KPIs.
  • A passion for delivering exceptional client experiences and a commitment to understanding and addressing client needs.
  • Proficiency in data-driven decision-making to:
    • track performance, forecast trends, and improve operations.
• Communication Skills:
  • Exceptional written and verbal communication skills, with the ability to engage effectively with clients, stakeholders, and team members.
• Industry Experience:
  • Experience in industries such as oil and gas, energy, fintech, or ERP software is highly advantageous.