Director, Customer Success Operations

About Hello Heart: Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke – the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association’s Innovators’ Network and CVS Health Point Solutions Management platform. Visit www.helloheart.com for more information. About the Role: We are searching for a proven leader to join us as our Director, Client Success Operations. In this role, you will have the opportunity to collaborate cross-functionally to continue to build out operational strategy, insights, and processes in order to scale our Customer Success organization. You will also work on programs and projects between the Customer Experience organization while representing Sales Operations to the rest of the organization, which are critical to drive world-class experience. It is also critical, as we scale quickly, that you can help lead us through the next phase of growth by building systems and their connectivity. If you enjoy applying logic to business processes using various systems, while making data flow ‘easy’ across all steps in the customer lifecycle, this could be a good fit for you. This role is for someone who aspires to solve complex business problems through automation while keeping client and end-user needs top of mind. Reporting into our VP, Sales Operations GTM Systems, you will seek to improve end-to-end experiences both for internal and cross-functional stakeholders. We are seeking someone who is energetic, self-driven, and motivated who will build scalability across our Customer Experience (CX) department through automation, systems management, and data integrations. To be successful in this position, you should have a user-first mentality and attitude, as both our clients and users are our biggest assets, and we are obsessed with ensuring both are exceedingly happy. Responsibilities: Own the end-to-end systems connectivity and usage across the entire CX department. Overlay all existing processes into appropriate tools to make sure ‘who-does-what-when’ aspects are captured seamlessly. Work closely with key CX leadership to ensure business requirements are identified, and a plan of action is managed to automate all initiatives. Act as a proactive business partner to Customer Success leadership, anticipating needs, identifying operational gaps, and driving forward-looking solutions that enable scale. Ability to work bottom up as well as top down to drive growth discussions as we look to build a ‘white glove service experience’ across our organization. Partner with internal and cross-functional stakeholders across Customer Experience, Marketing, Product, and Sales teams to drive stronger alignment on our goals and objectives. Ability to think Scalability and Efficiencies at all times – allow automation and systems to be that one point solution instead of ‘patch-fixes’. Own reporting and dashboards associated with CX needs – work in collaboration with our cross-functional Data team for support. Collaborative and a team player to align with all Revenue Operations stakeholders and have a ‘one team’ mentality. Create efficiencies across all aspects of the CX lifecycle through overlapping business acumen with technical know-how while building Sales Operations for scale. Ability to measure performance through variou ... (truncated, view full listing at source)