Hiring: Director of Client Operations (closed)

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Job Brief 

Zapnito is looking for a Client Operations Director in order to keep up with the rising global demand for its enterprise grade SaaS Community product. The role will be primarily focused on Customer Retention and Leadership. 

This role will be leading and expanding Zapnito’s core Client team, which is highly customer-focused and works closely with both the Commercial Director and the CEO. The ideal candidate will be a switched on business professional with strong conceptual and analytical thinking skills and expertise in building Online Communities as well as leading Customer Success teams. The successful candidate will be reporting to our CEO. 

Key Areas of focus

Customer Success & strategic leadership

  • Highly focused on retention, customer satisfaction, customer success and account growth
  • Help ensure  Zapnito is a customer-oriented organization and be the advocate for customers across Zapnito while holding true to the vision of expert communities and collective intelligence
  • Ensure that Customers are leveraging the full platform towards value, moving them from content, community to knowledge sharing and networking across all of their communities
  • Be an advisor on all clients; ensure Key Account implementations run smoothly and the Solutions and Success teams are developing plans aligned with the client objectives and business models
  • Key Account Ownership and Growth/Adoption
  • Increase renewal rates and minimise churn
  • Expand our revenue in existing accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Key Account Project Work; Identify potential projects that are required for the Key Accounts and work with the Zapnito CTO and CEO to develop Statements of Work for custom, migration and integration
  • With the help of the CTO, manage all non-standard implementations for Key Accounts
  • Site Migrations
  • Custom Development (requirements scoping and tracking delivery)
  • 3rd Party Application Integration
  • Advisory Projects 
  • Be a coach/ mentor and provide leadership and direction to the Customer Success team

Operations

  • Implementation post sales; Onboarding and Configuration processes, including streamlining and tailoring for key accounts
  • Design and implement team processes, communication structures and Zapnito wide business processes
  • Transition the Customer Success team to a data driven department, developing KPI’s, digital tools.

Account development 

  • Pre-Sales Support
  • Provide Pre-Sales support as a Subject Matter Expert during the discovery, proposal and agreement stages as needed
  • Collaborate closely with both marketing and solutions to support personalized proposals and contracts for prospects 
  • Key Account Development
  • Seek to actively understand our clients’ business models and identify areas where our product and services can be deployed
  • Ensure that all clients have successfully launched their networks and develop Growth and Adoption plans
  • Ensure that existing clients have a clear roadmap for development
  • Re-ignite any dormant or less healthy networks - working closely with the CEO/CTO and Head of Customer Success
  • Look for opportunities to drive growth in current and new accounts as a key member of the Zapnito Senior Team
  • Success and Service Offerings (examples)
  • Develop inhouse service offerings to drive success, including:
  • Success workshops
  • Adoption workshops
  • Commercial workshops
  • Online Masterclasses for scale
  • Partnerships with providers, including:
  • Community strategy
  • Community Manager training
  • Community Manager recruitment

Product Ownership (Client Advocacy)

  • Thorough understanding our product and its capabilities and user journeys;  advocate for clients/ quality of product; Contribute towards platform development, strategy and vision
  • Meeting regularly with internal team, including developers, marketing, support
  • Collecting, analysing and responding to end user and client feedback, product ideas and opinions
  • Planning new features and changes to the platform in coordination with the Head of Engineering, CTO and CEO
  • Inspiring and enthusing colleagues, clients and end-users of the platform
  • Learning about end-users and Zapnito's platform market

Requirements 

We are looking for a highly self-motivated, strategic leader with;

  • 7+ years experience in leading customer-facing B2B SaaS organizations
  • Ability to manage and influence through persuasion, negotiation, and consensus-building
  • Ideally combined background of Customer Success and online community expertise
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • An enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

A successful person at Zapnito 

  • enjoys working in a (fast-paced) open working environment with lots of transparency and employee freedom
  • is creative, open-minded and organized
  • will pursue growth  & learning
  • has a positive team spirit 
  • is passionate and determined 
  • has a high degree of integrity

What we offer

  • Competitive base salary; including competitive On Target Earnings (OTE)
  • Share options;
  • 25 days' holiday (plus bank holidays);
  • Flexible / home working;
  • Pension scheme

About Zapnito

Founded in 2013, Zapnito is a rapidly-growing, UK-based SaaS community platform built to showcase expertise. Innovative media companies, professional services firms, events businesses and other knowledge providers use the Zapnito platform to promote thought leadership, increase revenue, and build engagement and trust with their audiences. Customers include world-leading scientific publisher, Springer Nature, international associations like the OECD and Institute for Food Technologies and B2B business leaders like Informa and RepTrak.

Zapnito is an enterprise grade knowledge‐sharing and community SaaS platform. It was built to connect trusted brands to their people. We help organizations at the intersection of intelligence and community to  harness collective intelligence and build lasting connections.

Why work at Zapnito?

2021 will mark a rapid growth phase for Zapnito, offering an opportunity for you to work to your full potential and develop strategic and leadership skills as the company grows. At Zapnito we work in a fun environment, with hugely talented individuals. 

How to apply

Email karien@zapnito.com with your CV and covering letter, explaining why you would love to join the Zapnito team.

Equal opportunities 

Zapnito is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.

Deadlines and interview process

Application deadline: 14 February 2021

First interview round: 15-19 February 2021

Second interview round: 22-26 February 2021

Karien Stroucken

Programme Director, Zapnito

With a BA in Business, MA in Mass Communication & Culture, (an upcoming BA in Geoscience) and years of work experience, I have developed a solid knowledge of science and technology, project & design processes, co-creation, rapid prototyping, product development and general business conduct.