Responsibilities:

Create and manage capacity models for various businesses in Customer Success. Understand and utilize the key drivers influencing capacity requirements from various sources and through engagement with key stakeholders in the organization. Incorporate these drivers to build out the capacity models.

Align on the capacity models with stakeholders including the Customer Success delivery teams, finance, hiring, recruitment and leadership. Stakeholders range from senior managers to EVPs.

Refresh the models on a regular cadence in alignment with financial cycles and on an ad hoc basis for new demand, and present capacity plan to stakeholders.

Deliver insights on capacity and capacity impacting KPIs and make staffing and scheduling recommendations.

Technical Excellence:

Own the complete cycle of proactively identify trends, risks, and opportunities in the business to influence and set capacity planning strategy, ensuring scalability and robustness.

Data Science Modeling:

Develop and implement advanced data analysis, predictive and prescriptive modeling techniques to extract insights and support data-driven decision-making across the organization.

Produce Insights:

Understand the underlying data architecture supporting Customer Success and how to use it to report on business performance

Identify and optimize the true drivers of Demand, Capacity, Productivity, and other KPI metrics

Leadership:

Provide leadership and mentorship to the junior staff, fostering a culture of excellence, innovation, and collaboration, all aimed at driving tangible business outcomes.

Desired Skills/Experience:

8+ years of in forecasting, capacity planning, workforce management in Customer Support/Customer Success

4+ Customer Support/Customer Success delivery operations.

8+ years business analytics or data science and/or business operations experience.

Practical project experience in advanced data analysis and machine learning concepts is essential.

Very high degree of proficiency with (a) SQL, (b) Tableau and Tableau Prep (b) Python and R, are all mandatory

Very high degree of proficiency with SQL and relational database systems. Experience with Snowflake is a must.

Very high degree of proficiency with Google Sheet, Excel, Google Slides and PowerPoint

Significant work experience focused on quantitative analysis and logical reasoning

Passionate about automating data that directly solving business problem

Must be charismatic storyteller ready to lead capacity conversations with senior leadership and seek to be trusted advisor

Strong communication skills, both written and verbal

Team player able to lead and work effectively at all levels of an organization with the ability to influence others to move toward consensus Strong situational analysis, negotiation, and decision-making abilities.

Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies

Bachelor’s degree in a quantitative field (Mathematics, Engineering) from an accredited university. MBA or Masters in a technical field a plus

Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Characteristics that successful candidates demonstrate in this role