Director, Revenue Operations

Location: Wappingers Falls

Director, Revenue Operations

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

The Director, Revenue Operations oversees our post-sales customer engagementprocesses and renewal processes within the organization, ensuring operational efficiency and strong customer solutions orientation. This role requires keyskills such as analytical thinking, process management, communication, and leadership. The Director is responsible for core renewal related activities,driving operational improvements, and collaborating with cross-functional teamsto enhance the customer journey post purchase of a SAAS solution.

Theideal candidate demonstrates strong fluency and curiosity in AI and emerging technologies, with the ability to translate technical capabilities into meaningful customer outcomes. They bring a proven track record of identifying and driving expansion opportunities within existing accounts, supported byexcellent communication skills and the ability to confidently engage senior stakeholders.

Responsibilities:

Leadership:

• Primary responsibility of leading Customer Success and Impact Management teams.

Analytics:

• Own simplified reporting dashboards in current systems for key metrics related to SAAS renewals and expansions;
  Churn, Renewal %, Expansions, Customer Health Score, Consumption, and forecasting of all SAAS and warranty renewals for upcoming years.
• Identification/ evolution of tactics that each team is using to influence win % and success.
• Using data insights, VOC and market information secure the value proposition for post sales account management teams to ensure alignment with industry best practices, while innovating for our product mix and customer base.

Consumption/Usage:

• Create strategic path to track and record consumption-based subscriptions helping to drive utilization and adoption and customer health.
• Drive Innovation with AI, IoT and Automation
• Enhance customer and team member experience by using technology to drive better outcomes and simplified use.
• Reduce admin time of teams so they have more customer facing time
• Work with CSS and IM team leadership to continue to develop and foster; core competencies, value proposition, customer engagement strategies, at risk account management principles, and a more unified customer experience synergizing where possible. Doing the work where it makes the most sense.

Account Management:

• Develop and own robust account management principles for both SAAS and other subscription offerings, process mapping, documentation and optimization for both CSS and IM teams using key data points to continuously evolve customer experience to drive growth and retention while ensuring role clarity and ownership of key tasks.
• Deep Customer Understanding & Personalization:
  Thoroughly understand our client's/Market segments business, goals, challenges, and industry trends to offer personalized, tailor-made solutions and offers.
• Enhance Relationship-Driven Partnership: work with teams to continue building the foundation of continue moving beyond transactional support to become a trusted advisor.

Growth Strategies:

• Using key data, create growth strategies to induce clients to utilize more of our educational and quality solutions in order to grow our recurring revenue.
• Drive growth for "In account" subscriptions and offerings identifying expansion opportunities. tracking of leads and unmet customer needs, partnering with sales where applicable.

Cross Functional Collaboration:

• Partner with Product Management, Services, and Sales to represent customer feedback and critical issues with a focus on outcomes not just escalation.

Data:

• Ensuring continuity and clarity at customer account level with subscriptions, renewals, expansions.
• Work with partners to create processes that enhance Q2C processing for best post sales experience

Customer Life…