Job description
Summary
The VP of CPX Operations will be the driving force in growth, scale and strategy across the Customer & Partner Experience (CPX) team at Workiva. This role will be focused on the global strategy and execution that drives Customer & Partner Success, Support, Professional Services and Product Enablement. The VP of CPX Operations will be a result-oriented leader for our global teams to drive improvements across all functions of CPX and work across the Operational Leadership Team at Workiva to foster global alignment, accountability and transparency. They will manage our operations teams and collaborate with global leadership across CPX and Workiva.
The VP of CPX Operations will be the driving force in growth, scale and strategy across the Customer & Partner Experience (CPX) team at Workiva. This role will be focused on the global strategy and execution that drives Customer & Partner Success, Support, Professional Services and Product Enablement. The VP of CPX Operations will be a result-oriented leader for our global teams to drive improvements across all functions of CPX and work across the Operational Leadership Team at Workiva to foster global alignment, accountability and transparency. They will manage our operations teams and collaborate with global leadership across CPX and Workiva.
What You'll Do
- Owning all aspects of the Global CPX Operations Department which is responsible for providing operational strategy and vision across the customer journey;
- Define and deliver strategies and plans to CPX leadership and create and influence Workiva’s Operational Leadership Team to drive CPX 3-year plan;
- Working with Partners & Alliances Team, collaborate to operationalize the Partner Journey;
- Responsibility over the CPX P&L and its forecasting, including ensuring that revenues and net margins are met/protected or exceeded on a quarterly or annual basis;
- Serves as an expert in Operations internally and externally with partners, industry communities, and vendors;
- Planning directing, and ensuring the successful design, implementation, and management of all CPX global initiatives;
- Evaluating and developing methods and procedures that meet or improve on good business practices, and ensuring collaboration with the Operational and CPX Leadership to ensure consistency and scalability;
- Developing and implementing techniques that CPX leaders can use to ensure that deliverables are on-time and within budget, while increasing efficiency and reducing issues;
- Drive regular updates to CS leadership on portfolio health;
- Partner with finance to create monthly headcount and budget plans that encompass all teams;
- Define and develop key analysis and generate insights and recommendations to address any strategic concerns;
- Collaborate with CPX Leadership to dive the development of quarterly prioritization planning;
- Managing leaders of multiple disciplines with the CPX Operations department;
- Managing metrics with the CPX department;
- Managing SaaS software implements projects; implementing all new tools for CPX;
- Building operational mechanic that ensure delivery of all of CPX leadership deliverable to Executive Management, including Quarterly Business Reviews and other reports;
- Own strategy and facilitation of client and partner NPS, CSAT, and other feedback surveys required to drive an outstanding customer and partner experience
What You'll Need
Education
Education
- Undergraduate Degree or equivalent combination of education and experience in a related field.
Experience
- 15+ years working in SaaS environment in the post-sales experience
- Deep knowledge of data analysis in relation to Customer Success, Partnerships, Professional Services and operational metrics
- Experience leading and supporting all activities related to resource planning, capacity planning and availability of workforce
- Proven ability to effectively lead/manage with strong and effective delegation and direction
- Demonstrated ability to influence internal organization on strategic initiatives
- Proven ability to develop strong teams and create developmental plans for growth for key talent
- Proven ability to develop a clear strategy and vision for their department while inspiring a team to align with company mission, vision and values
Skills
- Perform analytic analysis on operational KPIs to identify and resolve business risks/issues, evaluate performance/results, and evolve business processes
- Self-motivated, capable of working independently, proficient at problem solving as well as proactively recommending and implementing improvements or solutions
- Excellent communication, organizational and analytical skills; the ability to identify priorities, multi-task, meet deadlines and change course quickly
- Strong interpersonal skills, capable of maintaining effective working relationships with customers, vendors, employees and management through use of tact, diplomacy, responsiveness and follow-through
Travel
- Up to 50% travel required including occasional international travel.
Working Conditions
- Reliable internet access for any period of time working remotely, not in a Workiva office
How You’ll Be Rewarded:
- Salary range in the US:
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401(k) match and comprehensive employee benefits package
The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.
Where You’ll Work
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.
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Customer Success: Always delight our customers.
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Trust: Rely on each other.
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Integrity: Do the right thing, every time.
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Collaboration: Share resources and work together.
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Innovation: Keep creating solutions and finding better ways.
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Inclusion: Support a diverse community where we all belong.
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Accountability: Be responsible for your success and failure.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.
At Workiva, you’ll enjoy:
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Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
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Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
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Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
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Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Learn more about life at Workiva:
https://www.linkedin.com/company/workiva/
Learn more about benefits:
https://www.workiva.com/careers/benefits
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic. We strongly encourage and welcome people from historically marginalized groups to apply.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email
talentacquisition@workiva.com
.
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.
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