ALLY Energy Inc. Director of Customer Success & Operations Houston, TX · Full time

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About this Role

The Director of Customer Success & Operations oversees the day-to-day activities of at the direction of the CEO. The Director will identify and target areas in which the business can improve operations. As a key member of our leadership team, The Director of Customer Success & Operations will build and maintain the operational and customer services infrastructure and processes to enable the successful scale of the organization while promoting the company's culture and vision. This role is charged with overseeing the day-to-day of the business, including internal and external operations, and execution on all business fronts, including billing, sales, and customer service contact centers. The Director of Customer Success & Operations establishes and tracks key performance metrics and devises a system of improving upon these. Ultimately, this role is the driving force behind all operations efforts to achieve our business revenue objectives. The role requires prior experience building successful teams from scratch and is a ground-floor opportunity to build the customer success and operations function at ALLY.

This role reports to the CEO and will interface with the sales and operations teams.

What you’ll do

• Liaising with CEO and CFO to make decisions for operational activities and set strategic goals and execute
• Planning and monitoring day-to-day running of the business to ensure smooth progress including interface with accounting/finance and technology vendors as well as contract staff
• Roll up the sleeves and execute on operational issues.
• Develop Standard Operating Procedures and a sustainable processes
• Supervise operations staff and vendors and provide constructive feedback
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
• Revise and/or formulate policies and procedures and promote their implementation
• Manage relationships/agreements with external partners/vendors and work being performed
• Evaluate overall operational performance by gathering, analyzing, and interpreting data and metrics
• Serve as the CRM administrator; oversee implementation of major technology enhancements 
• Interface with customers / administer customer support
• Integrate seamlessly with sales and operations/finance teams to assure continuity, communication and excellence between the sales and service process.
• Work on other opportunities and projects as assigned.

What you bring:

• Bachelor of Arts or Science in Business or related degree
• 10+ years of relevant customer service experience in B2B; SaaS (Software as a Service) preferred
• Proficiency in cloud tools: Hubspot CRM, Zoom, MS Office, and Project Management systems

Required Qualifications

• Exceptional written and oral communication skills
• Can work under high-pressure situations
• Excels at delegating tasks, follow-up and follow-through
• Excellent organizational and leadership abilities
• In depth knowledge of diverse business functions and principles
• Working knowledge of data analysis and performance/operation metrics
• Maintains sensitive information and utmost confidentiality
• Mentors junior staff

What skills make you a great candidate

o  Skills & Quality of Work: Your work is completed with few errors and within deadlines with minimal supervision.

o  Planning & Performance: You are transparent on work progress, you share your work and effectively put plans into action.

o  Execution: You demonstrate the ability to transfer vision into execution

o  Teamwork & Cooperation: You are engaged and respectful of colleagues and make valuable contributions to help the group achieve its goals.

o  Reliability & Dependability: You consistently perform at a high level and manage your time and workload effectively to meet responsibilities.

o  Productivity: You exceed normal output standards and are an important contributor in the success of the team.

o  Communication Skills: You have impeccable written and oral communication. You are organized and effective, listen and comprehend well with team members and clients.

o  Judgement & Decision Making: You make thoughtful, well-reasoned decisions, and exercise good judgment, resourcefulness, and creativity in problem-solving.

o  Initiative, Flexibility & Problem Solving: You demonstrate initiative, often seeking out additional responsibility, identify problems and solutions, thrive on new challenges and adjust to unexpected changes.  You thrive on change and work in an ambiguous environment and learn new technologies in a changing organization with competing priorities.

Why you’ll want to work at ALLY?

• Competitive salary + bonus commensurate with individual and company performance
• Experience as an early member of a startup team with exciting early traction.
• Work for a startup focused on driving social impact.

Our Values

·      We practice respect, kindness, and inclusion:  We know we need all forms of energy and people of different genders, races, ethnicities, generations and intersectional perspectives to create the workforce of the future. 

·      We embrace difference and collective genius: The richness of different perspectives allows us to create strong connections.

·      We are authentic, bold, and creative: We love to build, take risks, and we never apologize for who we are.

·      We have a bias for action to drive impact: We admit when we’re wrong, own challenges and bring solutions to the world.