Operations Director

Liverpool, England, United Kingdom

12/5/2024

Job Description

Operations Director

Liverpool (Hybrid working)

About Concerto

Part of the Bellrock Group, Concerto has been a market-disrupting innovator of cloud-based software since 2004, delivering market-leading CAFM/IWMS solutions. Our technology is trusted by household names, such as John Lewis & Waitrose, Wagamama and University of Oxford, along with many other blue-chip and public sector organisations who rely on our technology to monitor and manage all aspects of property asset information, processes and risk.

Concerto is a well-established business with a solid financial base but has the agile mindset of a start-up. Having proven our technology in a highly competitive landscape and recently acquired new owners/investment, Concerto has plans to scale the business significantly.

Role Summary

We are seeking a commercially astute and innovative Operations Director to lead our post-sales operations, including Customer Onboarding and Customer Success teams. The ideal candidate will have a proven track record in the SaaS industry, excelling in customer relations and implementing top-tier operational delivery models. This role requires a dynamic individual who can revolutionise our delivery framework to ensure it is fit for purpose, scalable, trackable against key performance indicators (KPIs), and optimised through technology and automation.

Key Responsibilities

• Operational Leadership: Develop and implement best-in-class operational strategies tailored to a fast-paced SaaS environment, ensuring efficient service delivery and scalability.
• Team Management: Lead and mentor Customer Onboarding and Customer Success teams, setting clear goals and KPIs to drive performance and accountability.
• Customer Success & Retention: Oversee customer success initiatives, focusing on client retention and satisfaction. Develop strategies to build a vibrant user community around our SaaS platform.
• Service Level Agreements (SLAs): Create, implement, and monitor SLAs, ensuring commitments are met and service quality remains high.
• Process Improvement: Continuously seek opportunities to enhance operations through technology adoption and automation, streamlining processes for better efficiency.
• Hands-On Leadership: Engage directly with teams and clients, staying involved in the details to understand challenges and drive effective solutions.
• Post-Sales Management: Take full accountability for post-sales activities, ensuring seamless transitions from sales to onboarding and ongoing customer success.
  
  

Skills & Experience

• Experience: Minimum of 5 years in a similar role within a fast-growing SaaS company, demonstrating success in operational leadership and customer success management.
• Commercial Acumen: Strong business sense with the ability to align operational strategies with commercial objectives.
• Customer Focus: Proven ability to build and maintain strong customer relationships, enhancing client satisfaction and loyalty.
• Technical Proficiency: Familiarity with SaaS platforms and experience in leveraging technology for operational improvements.
• Leadership Skills: Demonstrated ability to lead teams effectively, fostering a culture of accountability and continuous improvement.
• Communication: Excellent interpersonal and communication skills, capable of engaging with stakeholders at all levels.
• Energetic & Proactive: A self-starter who is energetic, proactive, and consistently seeks ways to improve operations.
• Detail-Oriented: Strong attention to detail with the ability to manage multiple priorities in a dynamic environment.
• Community Building: Experience in creating and nurturing user communities to enhance engagement and platform adoption.
  
  

Working Arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from the Liverpool office 3 days per week and the rest can be worked from home.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

• 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
• Highly competitive salary
• Private healthcare
• Salary exchange pension scheme
• Life cover
• Paid sick leave
• Health Assured employee assistance and wellness program
• Enhanced maternity, paternity and adoption leave
• Salary sacrifice schemes: Cycle to work
• Holiday purchase scheme of additional 5 days per year
• Offers and discount scheme designed to save money on everyday shopping and essentials
• Healthcare Cashplan
• MotorSave Scheme
• Refer a friend
• Virtual GP
  
  

Why Bellrock?

Our people are our passion, so we’re all about helping them to achieve their ambitions. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock we’re ready to welcome you. It’s a great place to be.

We would like to attract talent from all corners of the world for this role. Or commitment is to an equitable recruitment process so feel free to apply in any way that suits you. We are looking for the right person, not necessarily just the right person for this role

Apply today.