Senior Director, Customer Success Operations

About the Role

Join ORBCOMM as the Senior Director of Customer Success Operations, playing a crucial role in delivering measurable return on investment (ROI) and ensuring flawless execution for global clientele. This hybrid role combines strategic advising and operational leadership to guarantee customer outcomes while providing seamless service delivery. Collaborate across departments to boost adoption, address operational hurdles, and enhance the full customer journey.

Key Responsibilities

• Define and monitor key performance indicators (KPIs) and develop ROI models that align with customer objectives.
• Track value realization and present impactful business reviews to stakeholders.
• Identify areas for optimization to elevate adoption rates and overall performance.
• Serve as the primary contact for major accounts, ensuring prompt resolution of operational issues and a superior customer experience.
• Build and maintain strong stakeholder relationships, understanding their operational needs and providing consultative advice on process improvements and platform usage.
• Identify potential risks and drive efforts toward customer retention, expansion, and growth.
• Oversee post-sale operations including order processing, activation, and billing activities.
• Address billing, order fulfillment, and support-related concerns, collaborating with Finance, Logistics, and Support teams to streamline processes and speed up time-to-value.
• Manage contract lifecycle and ensure billing accuracy, detecting and resolving any discrepancies to avoid revenue loss.
• Collaborate internally with Sales, Product, and Delivery teams to translate customer feedback into enhancements and support growth through data-driven insights.

Candidate Profile

• Possesses 7 to 10 years of experience in Customer Success, Operations, or related fields.
• Experience handling enterprise customers, preferably within IoT, SaaS, or similar sectors.
• Deep understanding of billing, order management, and revenue operations.
• Data-driven approach with proven skills in KPI measurement and ROI analysis.
• Strong ability to manage stakeholders and work cross-functionally.
• Proficient in CRM and billing platforms, with Salesforce experience preferred.
• Highly proactive with a solutions-focused attitude and strong sense of ownership.
• Fluent in English and Mandarin languages.

Benefits

Joining ORBCOMM provides a stimulating environment for professional and personal growth, supported by a competitive benefits package customized locally. Benefits may include health and wellness plans, paid leave, retirement or savings schemes, flexible working arrangements, insurance, lifestyle perks, and discounts for employees.

Additional Information

This role is remote, based in either Singapore or Taipei City, Taiwan, with occasional travel required. ORBCOMM values diversity and inclusion and offers accommodations throughout the hiring process for individuals with disabilities upon request. The recruitment process is technology-assisted but human-led ensuring fairness and decision-making with a personal touch.

About ORBCOMM

With over three decades of innovation in IoT technology, ORBCOMM empowers customers across transportation, heavy industry, satellite, and maritime sectors to make data-driven decisions that enhance productivity and growth worldwide.