About the Role:

Alcority is a global provider of cloud-enabled shared business services that creates long-term value for a privately held portfolio of customers. The services and solutions that we offer enable our ambitious customers to “amplify their competitive advantage” by focusing on doing and scaling what they are uniquely positioned to do best.

The Customer Success Organization consults and collaborates with leaders and stakeholders across all the organizations and our customers with the support of our Account Managers to ensure appropriate delivery of activities related to project management, executive communications, and change management governance.

The chief responsibility of the Customer Success Operations (or CS Ops) enables other members of our customer success team to function efficiently to drive business outcomes, mitigate risks, and ensure effective project delivery. This role will help to create a solid framework of measuring the Customer Success team’s and Alcority’s performance and assist them in delivering outstanding results with robust data reporting.

The position requires significant interaction with cross-functional departments within the organization and excellent communication and relationship management skills.

Responsibilities:

• Manage and maintain reporting around Demand and Project pipelines to customers and Enterprise Leadership
• Develop and maintain monthly reports of actual data and forecast modeling (e.g., PPM reports - Demand Prioritization, Project Resource Demand vs. Capacity, etc.)
• Help with the establishment and tracking of Alcority and CS specific defined and agreed to Customer Success team OKR's and KPI's and SLAs.
• Partner with Customer Success leadership to develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers.
• Maintain an accurate model of current and future project pipeline on a week-to-week basis (or ad-hoc when needed) by working with Account Managers, Project Managers, CS Operations Leadership and Service Owners to help validate project-level resource assignments based on their skills, previous experience, availability, or project budget
• Support Account Managers with development of project proposals as required
• Analyze and outline demand prioritization alternatives with leadership and department heads based on current resource allocations using what-if scenarios
• Work in tandem with the Clarizen Administrator to maintain accurate demand/project views within the platform by conducting quarterly/ad-hoc reviews of current state vs. future state changes.
• Work with the PRM (Project and Resource Management) solution administrator to help in the development, administration, and maintenance of resource management capabilities
• Own and monitor the team's upstream and downstream data quality through reporting by identifying areas of continuous improvement
• Help with designing, building, and analyzing ad-hoc NPS & Alcority CSAT survey requests from CS leadership.
• Develop and drive the proper cadence to analyze and optimize the use of the Customer Success team's real-time data.
• Support and maintain internal documentation such as Customer Success team’s playbooks, process flows, instructional material, resource management user guides, etc.
• Develop key relationships with our cross functional teams, customers, and vendors while promoting Alcority’s CS processes and tools throughout the organization

Requirements:

• Highly organized with mindfulness and clear concise communication abilities
• 3-5 years' experience in an analytics / business operations / consulting role / Customer Success.
• Understand the concepts of Customer Relationship Management Software (e.g., Hubspot, Strikedeck, Gainsight, Totango, Salesforce, etc.)
• Effective use of support platforms (e.g., Atlassian – JIRA, etc.)
• Experience with creating surveys and using surveying platforms (e.g., Qualtrics, Survey Monkey, Microsoft Forms, etc.)
• Experience with Customer Success enablement, onboarding new customers, and training.
• Familiar with establishing data-driven Objective Key Results (OKRs) and Key Performance Indicators (KPIs) for Customer Success.
• Experience working as a project manager or project coordinator to help CS Ops drive projects
• Able to work autonomously while being a collaborator, and assist in driving decisions
• Able to coordinate a team against a goal
• Committed to continuous process evolution and improvements
• Able to communicate appropriately (both written and verbal) at all levels of the organization, especially leadership. The ideal candidate excels in connecting outcomes, process, and execution
• Experience with project management related tools, such as Clarizen, Microsoft PowerPoint, Visio, Word, Excel, MS Project and/or SharePoint
• Ability to adapt to changes quickly, and manage multiple priorities simultaneously
• Calm under pressure, able to make quick and rational decisions, deliver through ambiguity, while maintaining the project priorities of the team
• Expected travel 10-15%

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Benefits & Perks:

• Time Off: 20 days of PTO for full-time employees and 12 company holidays.
• Summer Fridays: July 4th through Labor Day, the office is completely closed/offline every other Friday.
• Company Paid Benefits: Life insurance, Short-term disability, Long-term disability, Paid parental leave, Employee Assistance Program, and medical insurance in our high deductible health plan.
• Optional Employee Paid Benefits: Medical insurance in our EPO plan, Dental benefits, and Vision benefits. We also offer Health Savings Accounts, Flexible Spending Accounts, Supplemental Life insurance, and more.
• 401(k): Eligible after 60 days. Discretionary company match of 50% up to the first 6% of contributions.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 2 years
• 3 years
• 4 years
• 5 years
• 6 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Irving, TX 75039: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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