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Trace helps businesses simplify how they buy things, manage budgets, and understand their finances

Head of Customer Operations

$100k – $150k • 0.1% – 1.0%
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Mission:

The mission of the Head of Operations is to be a trusted advisor to our customers and support them on their path to better financial health. This person will serve as the voice of our customers and instill a customer-first mindset in our leadership team and the broader organization. Once the post-sale customer journey is defined, our leader will scale the organization with high standards for team performance and culture. We'll work towards market-leading time to value, customer satisfaction, and retention.

The ideal candidate has built and managed operations from early-stage to scale and is still willing to roll up their sleeves. Their customer partners love to work with them because they build trust and always bring a smile. This person is process orientated, has strong attention to detail, and is a great teacher. They can identify and recruit top talent, and build a high-performing team with a trusting and mission-driven culture. They're a broad and curious thinker who can support and influence their peers in Product, Sales, Marketing, and Finance. They have a strong presence in leadership and board meetings, but without ego -- always putting the business and team first.

Responsibilities:

• Map post-sale customer journey and set expectations (touchpoints, SLAs, etc.)
• Serve as the voice of the customer to influence the product roadmap, marketing programs, and create a customer-first culture.
• Onboard enterprise customers and create a repeatable implementation program.
• Work with product to design and architect features to improve implementation productivity, time to value, and overall customer experience.
• Manage customer support inquiries and build systems and processes to meet SLAs.
• Create customer training materials, resource center, and community/advocacy programs.
• Optimize customer lifetime value by defining and measuring key operational metrics (retention, upsell, CSAT, gross margins)
• Define productivity targets, create operating plans, and scale team with customer growth.

Competencies:

• Entrepreneurial mindset with a strong work ethic.
• Excellent interpersonal, verbal, written, and presentation skills.
• Strong team mentorship and coaching abilities.
• Strategic thinker with excellent problem solving and analytic skills.
• Process-orientated with high attention to detail.
• Ability to improve operations with product requirements or process excellence.
• Experience with Enterprise SaaS operations and recurring revenue business model.
• Experience supporting Corporate Finance is preferred.
• Bachelors degree required. Finance or Operations focus is preferred.
• 8+ years of progressive experience including leading customer-facing organizations.

Trace at a glance

Trace helps businesses simplify how they buy things, manage budgets, and understand their finances

Trace focuses on SaaS, Enterprise Software, Financial Services, and Finance Technology. Their company has offices in San Francisco. They have a small team that's between 1-10 employees.

You can view their website at http://tracehq.com or find them on Twitter, Facebook, and LinkedIn.

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