Customer Operations

About Us:
Headcount365 is used as the central software platform to manage data related to a company’s annual hiring plan. Created by ex-operators from high growth start-ups, we aim to eliminate the hundreds of spreadsheets used to manage this process through consolidated data and system integrations. The result of our work means companies can more predictably hire on-time, while providing real-time accurate financial information to the leadership team.

Role Summary:
As the Customer Operations Lead, you will partner directly with our Chief Customer Officer to architect and own the entire post-sales journey. You will drive technical implementations and configurations while serving as the primary point of contact for triaging support issues and managing post-go-live hypercare. Ultimately, you are responsible for ensuring Headcount365 becomes an indispensable, high-performing part of every customer's daily workflow.

What You’ll do:

- The Technical Hand-Off: Lead the transition from Sales to Go-Live. You’ll serve as the technical authority on how headcount365 integrates with complex HR tech stacks (ATS, HRIS, and ERP).
- Architect Solutions: Work to map customers’ current (often messy) headcount processes into a streamlined, automated workflow within our platform.
- Drive Implementation & Onboarding: Manage a project timeline for new customers, ensuring their data is mapped correctly and their team is trained to love the product and feels confident and comfortable using the system.
- Proactive Account Management: Own the relationship post-onboarding. You’ll monitor account health, and identify opportunities for renewal and expansion.
- Technical Support & Delight: Act as the first line of defense for technical hurdles. You’ll troubleshoot API syncs or data discrepancies with urgency and empathy, turning "problems" into "proactive saves."
- Process Builder: Support creating or updating tools, templates, resources, and other artifacts used by the headcount365 team and customers.
- Bridge the Gap: Act as a feokedback loop between our customers and the Product team, helping to prioritize features like advanced variance tracking and AI-driven forecasting.
- Be the Expert: Serve as the technical authority on how headcount365 integrates with HR tech stacks (ATS, HRIS, and ERP).

About you:

- Technically Fluent: You have experience with SaaS integrations and a solid understanding of how data flows between systems (REST APIs, webhooks, and data mapping).
- The Project Manager: You have led projects from start to finish using structured methodologies with tool and templates to ensure a successful completion of a project or program.
- The Problem Solver: The same problem can be solved in different ways. Critically think through problems so customers understand all impact & trade offs of proposed solutions.
- Customer Obsessed: You thrive on seeing a client have an "Aha!" moment. You are organized, responsive, and driven by the goal of 100% net revenue retention (NRR).
- Startup Ready: You are comfortable with ambiguity. You’re excited to help build the playbooks, documentation, and processes that the next 50 hires will use.

Requirements

- 3+ years of experience as a Solutions Engineer, Implementation Consultant, or Technical Account Manager in a B2B SaaS environment.
- Analytical Prowess: The ability to transform raw system signals into predictive executive storytelling and real-time variance tracking.
- Communication: C1 or better English skills (writing, reading, speaking). You can communicate complex technical concepts with clarity and warmth.
- Project Management: Proven ability to manage multiple client implementations simultaneously without letting details slip through the cracks.

Bonus Experience & Qualifications

- Domain Knowledgeable: Experience in the HR Tech or Fintech space (ATS, HRIS, or FP&A tools) is a massive plus. If you know the difference between a "requisition" and a "position," you’re already ahead.
- Advanced Technical Skills: Experience with API management, webhook triggers, and the deployment of AI/LLM tools within a corporate environment.