Director, Global Customer Services Operations at Druva
Sunnyvale, CA, US

Druva delivers data protection and management for the cloud era. Druva Cloud Platform is built on AWS and offered as-a-Service; delivering globally accessible, infinitely scalable and completely autonomous enterprise data resiliency. Customers drive down costs by up to 50 percent by freeing themselves from the burden of unnecessary hardware, capacity planning, and software management. Druva’s patented cloud architecture transforms backup data into an asset, making it more open and accessible so customers can streamline governance, improve cyber resiliency, and gain critical insights to uncover opportunities and expedite decision making.

Druva has raised over $350m in venture capital, is trusted by over 4,000 global organizations and protects over 200 PB of data.

Position Summary:

Druva is seeking a passionate, analytical and driven ops expert to lead our GCS Ops function. As the head of GCS Operations you will be responsible for ensuring that the various arms of the GCS organization - including professional services, client services and support - have the tools needed to do their job and are operating at peak effectiveness and efficiency.  This is a tremendous opportunity to shape the way our growing GCS organization operates, as you and your team will play a crucial role in ensuring cross-functional (at all levels of management) customer success visibility and accountability.  

Responsibilities:

Drive the effective executive forecasting and KPI reporting of results on key customer service measures (deployment, adoption, renewals, support, upsells, customer satisfaction, advocacy, etc.)

Develop systems to track and analyze leading indicators of renewals and upsell/cross-sell

Detect early signals of at-risk accounts, design systematized playbooks and provide path to escalation

Build cross-functional processes (visibility and accountability) that help meet renewal and upsell/cross-sell targets, and drive their successful adoption

Coordinate 1:many communication outreach efforts (e.g. NPS, Product update/enhancement notifications, education/awareness, etc.)

Develop/Manage CS Qualified Lead (CSQL) processes for identifying top customer candidates for upsell

Lead GCS resource forecasting and assignment for Consultants and CSMs

Work with GCS leadership team to develop and administer team performance assessment criteria/bonus model 

GCS team enablement, including materials, data and coordination of training to help the team work more effectively

Implement and manage software that facilitates CS activities

Embody Druva values and serve as a role model for team members

Requirements for position:

+7 years of customer success and service experience with SaaS solutions

+3 years experience with Tableau, Looker or comparable BI Tool

+5 years of people management experience in a customer success or services function

Deep expertise in Salesforce, CS Management and support CRM software

Deep expertise with Excel and popular database tools

An analytical and metrics-driven work style, along with excellent communication and presentation skills

Creative, resourceful, detail-oriented, and highly organized

Self-starter who thrives under ambiguity and change in a fast-paced, deadline+ oriented environment

Passion for data protection/management and new cloud-based technology

Background in data protection/management is a big plus