Who has CS ops?

Rachel Provan

I have convinced my boss that as we scale our team, we need to hire a CS Operations person. I want to have them help with execution for process improvement and data forecasting. Has anyone hired for this before?  I know it's a relatively new segment. I'd love to know what the interview process looked like and any advice you may have. 

Thanks!
Rachel

Srikrishnan Ganesan

Following this thread too . 

@Rachel Provan  BTW, just started a series of interviews around CS Ops: https://rocketlane.com/blogs/transitioning-to-a-cs-ops-function-interview-with-jennie-li-allastair-meffen-definitive-healthcare

Looking to get more stories in so that we can all learn from these stories.

Rachel Provan

I'll check it out thanks!

Jan Young

Rachel,
You may want to look at Chad's article too-- he speaks to the importance of getting a CS Ops person in before choosing the CS tool/ platform.
https://www.thesuccessleague.io/blog/2021/5/18/the-path-to-purchasing-a-customer-success-platform

It's a quick read, and I thought very useful.
Jan

Allastair Meffen

Hi Rachel,

Happy to connect and discuss how we added this function.  We have not had to go external for the members of our CS Ops team but I have included the role profiles that we have created which would eventually lead to the job descriptions if/when we need to go external.