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Director of Client Operations

Company: Evocalize
Location: Seattle
Posted on: January 15, 2022

Job Description:

Seattle, WA or Austin, TX

Let's face it; great online marketing is really hard. The complexity of our data-first world is leaving small businesses behind, as they don't have the technology, data, expertise, or time necessary to compete with their larger competitors.

We believe the solution lies in a unique collaboration of small businesses with their large non-competitive partners, bringing local knowledge and a deep connection with the customer together with big data and deep marketing expertise. Evocalize technology is the foundation of this new partnership.

With offices in Seattle and Austin, we're building technology to change the way businesses spend over $128 billion each year and we need your help to do it!

With a true startup mind set you'll work alongside our close partners at Madrona Venture Group, the National Association of Realtors, Move Inc, Google and Facebook to execute to our vision.

We are looking for creative and driven people and will provide you the environment where your unique contributions are truly valued. This position includes salary, benefits, and equity on a team that fosters innovation and professional growth. Come join us!

We're looking for a process-driven and technically proficient Director of Client Operations to join our high-energy, collaborative, and growing team. The role will be responsible for the strategic oversight and direction of our new Client Operations team including continuous improvement initiatives, team professional development, and client relationship development in partnership with our Client Success team. This role will lead and grow our combined client implementation and support team of solution architects, implementation engineers, support operations manager, and support analysts.

This critical leadership role will work closely with our Sales, Client Success, Engineering, and Product Management teams to ensure our new enterprise SaaS clients are onboarded expediently, with a focus on developing and enforcing repeatable process and quality, and supported throughout their lifecycle to help solve any issues that arise during daily operation. This role will report directly to the CEO and sit on our Senior Leadership team.

Drive the success of the implementation team, focused on onboarding clients through new implementations, enhancements, and other initiatives geared to drive value for our Partners, platform users, and Evocalize.
Work closely with Sales in the late stages of the Sales process to ensure a robust integration system design and clear objectives for system integration & configuration
Collaborate with each client's assigned Client Success Manager on the best configuration to maximize user adoption and satisfaction
Provide feedback to Product Management to improve onboarding automation
Escalate and prioritize bugs and system issues to Engineering were appropriate
Elevate team performance, at both the collective department and individual contributor levels, through accountability to clear organizational goals and role-based expectations - employing direct situational coaching and leadership by example
Leverage creative problem-solving skills, working to understand the challenges at hand and remove blockers to ensure tasks progress while maintaining engagement and alignment of all stakeholders (both internal and external)
Provide thought-leadership in internal continuous improvement and transformation efforts within the Client Operations team
Fostering a collaborative approach to solutioning with internal stakeholders responsible for delivery while maintaining focus on preserving sustainability of decision making through the lenses of product functionality and business scalability
Building out a culture of data-driven decision making
Developing robust monitoring, alerting, and escalation technology and processes
Supporting creation of project and business artifacts such as standard operating procedures, training content, subject matter best practice, etc.
Managing difficult client and internal situations - being direct in understanding the gaps so that clear action items / timelines / expectations can be defined and managed through resolution
Raising concerns quickly escalating to partner teams as well as executive leadership, as necessary - maintaining a solutions-focused approach to relaying the needs as well as coming to the table with ideas as well as an open mind.

Qualifications Bachelor's or Master's degree in Business Administration, Management, MIS, or equivalent program; Commensurate demonstrated career experience acceptable
5-10 years of leadership experience required
Project Management experience required
Software Implementation experience required
Demonstrated proficiency working with data, databases, SQL, tableau, and spreadsheets
Excellent oral and written communication skills
Ability to communicate with across all levels of an organization from associates to executive leadership
Strong organizational, attention to detail, and time management skills
Empathetic and direct leadership skills, ability to engage individuals toward success

Excellent Oral And Written Communication Skills.

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Keywords: Evocalize, Seattle , Director of Client Operations, Executive , Seattle, Washington

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