The Customer Success Operations team is looking for a highly motivated person, passionate about Feedzai's mission, who knows how to drive change in a fast paced tech organization and foster a culture of continuous improvement, efficiency and innovation. If you have a creative mind and love challenging the status quo, this is the ideal position for you!

You:

As part of our CS Ops team, you will be responsible for driving key initiatives, auditing, mentoring and assisting the Customer Success organisation in raising the bar on Delivery Empowerment at Feedzai and adding more value through Delivery Operations and Workforce Management insights, and implementing strategic services/initiatives/programs in pursuit of a successful end-to-end delivery journey.You will assess common themes to address across the portfolio and drive improved delivery and cut out leakage and/or churn. You will develop and implement standardized processes, practices and tools, driving consistency and scaling our capabilities within Customer Success. Since CS Ops programs can overlap with overall company initiatives, you will also need to have strong communication skills and a proven ability to effectively collaborate cross-functionally and build internal consensus.

Your Day to Day:

• Driving key initiatives, auditing, mentoring and assisting Delivery Heads, Project Managers and other CS functions as applicable
• Develop and implement standardized processes, practices and tools, driving consistency and scaling our capabilities relating to delivery operations and workforce management
• Redesign, implement and drive portfolio-level governance standards, controls and improvements across the CS Delivery Portfolio and supplementary reviews and reporting, delivery and hygiene metrics, and facilitation of portfolio-level approval processes and risk management
• Drives systematic reporting, improves the base system data quality to reduce manual reporting overlays and ensure reporting is self-service to CS where possible
• Build cross-departmental collaboration forums to drive end-to-end delivery journey, operational process solutioning, alignment, and implementation, through (but not limited to) facilitation of unified CS monthly operational/portfolio reviews, and ensuring relevant key information is centralized and standardized
• Proactively identify, prioritize and execute on opportunity areas for efficiencies across the portfolio by working closely with OPS, Business Owners and relevant stakeholders to drive adoption and project/portfolio health in line with the CS success strategy
• Create new and/or maintain/supplement CS Playbook and continuously test, measure, and improve processes and tactics.
• Build and roll-out operational governance and KPIs around (but not limited to) project leakage, delivery performance,resource capacity and supply vs demand, and identifying opportunities for automation across all areas of data management and reporting
• Support Workforce Management in driving continuous improvement for analytical and forecasting processes, and in CS adherence to the resource management processes
• Support the CS organization with data-led guidance on processes, policies and opportunities for continuous improvement

You Have & You Know-How:

• Ability to connect the dots, listen carefully to the different stakeholders, decipher what they're hearing and its context and bring that to light for the company.
• Analytical capabilities, conceptual thinking, strategic planning and execution skills
• Ability to be efficient with limited resources, to understand business needs and to communicate and present to key stakeholders effectively.Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end.
• Ability to analyze and interpret data sets in order to identify trends, patterns and areas for efficiency improvement, drawing actionable insights, and to communicate strategy to internal stakeholders and external clients.
• Problem solver and creative change embracer, who never wants to settle for good enough or the status quo, and demonstrates a design thinking mindset – ability to understand/recognize route causes of challenges
• Ability to work with multiple departments and partners, effectively managing their expectations and defining priorities.
• Optimistic and organized, able to pivot quickly based on shifting demands while maintaining a set list of priorities and focus.
• Able to take ownership for cross-functional problems with a pragmatic and collaborative approach to solving them.
• High emotional intelligence, communication skills and confident presence, able to influence and persuade at all levels.

The Customer Success Team is responsible for building lifetime customers by enabling value realization through optimized adoption of Feedzai products and services. We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximizing enablement, engagement, adoption and customer health always with a value driven mindset. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join Us!

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