This role is responsible for driving CX transformation by translating CX leadership priorities into implemented processes, systems, and operating workflows across Customer Success, Services, and Support in conjunction with supporting functions such as IT and systems teams. This role focuses on turning business needs and strategic direction into clear, scalable ways of working, including initiatives related to AI-driven insights and predictive capabilities, and driving implementation through to measurable operational outcomes.
This individual works closely with CX leadership to operationalize initiatives, improve cross-functional workflows, and ensure systems such as PlanHat, Kantata, and Salesforce are configured appropriately to support how teams are expected to operate. This includes defining requirements, guiding system administrators and technical teams, and ensuring implementations align with intended workflows and outcomes.
This is a hands-on role focused on delivering measurable operational results. The role owns delivery from problem definition through implementation, ensuring workflows and systems are not only implemented, but function effectively in practice and support consistent execution across teams.
Key Responsibilities:
Design and implement core CX workflows across Customer Success, Services, and Support, including sales-to-services handoffs, estimation processes, and cross-functional operating models
Translate CX leadership direction into operational processes and system requirements, ensuring tools such as PlanHat, Salesforce, and Kantata support how teams are expected to work
Define system requirements and guide IT teams, system administrators, and vendors through implementation, ensuring solutions align with intended workflows and user experience
Define and improve forecasting, planning, and operating rhythms, including business reviews/performance cadences to drive decision-making/accountability
Own cross-functional initiatives and ambiguous operational problems end-to-end, including initiatives related to AI-driven insights and predictive workflows, from defining the approach through implementation
Ensure processes are effective in practice, refining workflows, systems, and handoffs to drive consistent execution and intended business outcomes
Work across CX leadership, IT, and external partners to drive alignment and implementation of processes and systems
Coordinate with enablement and operational teams to support rollout of new processes and systems
Required Skills:
Bachelor’s degree required; MBA or equivalent preferred
12+ years of experience in operations (including services and customer success), consulting, business operations, or a related field
Proven experience designing and implementing business processes and workflows in a cross-functional environment
Experience working with business systems such as CRM (e.g., Salesforce), customer success platforms (e.g., PlanHat), or services/PSA tools (e.g., Kantata)
Demonstrated experience translating business needs into operational processes and system requirements, and guiding implementation through completion
Experience working with technical teams, IT, or external vendors to deliver system-enabled solutions
Strong problem-solving skills, with the ability to structure and execute on ambiguous requirements
Strong communication and collaboration skills, with the ability to work across leadership levels and functions
- Ability to operate independently and drive work forward in a fast-paced, evolving environment
Top Skills
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