СШАGTM Systems & Operations Manager
1 мес. назад
120k–160k USD / годСШАSeniorHybrid
customer successgo-to-marketoperations management
Manage and optimize post-sales customer operations and go-to-market systems to scale customer success strategy.
О компании
- is the configurable identity platform built for businesses in a digital-first world. Verifying individuals and organizations is harder — but more important — than ever, with AI enabling fraudsters to launch sophisticated accounts at scale and regulations evolving rapidly.
- We’ve built to support practically every use case and industry — that’s why we’re able to serve a wide range of leading companies. For example, Reddit relies on for age assurance and verification to comply with online safety regulations, protecting younger users while maintaining a seamless experience. Meanwhile, OpenAI relies on to keep bad actors out, protecting one of the world’s most powerful AI platforms from large-scale abuse in a time when AI is reshaping the way we work and live.
- We’re growing rapidly and looking for exceptional people to join us!
Обязанности
- As the first Customer Operations Manager for our Post-Sales team, you’ll partner closely with our Post-Sales Leadership to develop, maintain, and scale our customer success strategy. You’ll be able to influence decision-making on core Post-Sales initiatives and help define the foundations of success for a highly efficient organization.
- This role is focused on creating scale within our customer-facing teams by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer-facing teams can drive the highest impact for our customers.
- If you love applying your expertise to develop holistic organizational strategy, drive scalability through process, and work cross-functionally to tackle new challenges, this is the perfect role for you. Come help us build a world-class Post-Sales Organization!
- Define and implement lifecycle processes in conjunction with Post-Sales leadership to support customer outcomes and drive business growth
- Assist in establishing appropriate touch points throughout the customer journey (pre and post-onboarding)
- Develop methodology, processes, and systems that support our customer engagement methodology across all customer segments and teams
- Research, evaluate, recommend, and implement tools that increase efficiency of the Post-Sales team
- Operate as a thought partner to the business by identifying opportunities for future-proofed process automation and optimization, with a focus on scalability
- Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes; manage deployment of processes
- Design and build key reporting for Post-Sales leadership team including but not limited to: customer adoption, sentiment, advocacy, and business results (e.g. renewals, expansions, churn)
- Collaborate with enablement teams to manage training schedule during new hire onboarding and continual education
- Work cross-functionally to support critical Customer Success and Solutions Engineering initiatives that require buy-in and collaboration from teams across the company (e.g. feature request process, renewals management, marketing reach-outs)
Требования
- A minimum of 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company.
- Direct experience in a Customer Success or Solutions Engineering role is a plus.
- You have a deep understanding of key Customer Success concepts, metrics, and processes / best practices.
- You have a track record of success contributing to strategic improvements, advocating for them internally, and managing their end-to-end deployment.
- You operate well in fast-paced environments and are able to prioritize initiatives and excel under ambiguity.
- You have strong attention to detail and excellent written and verbal communication skills.
- You’re collaborative; cross-functional work excites you, and you’re able to coordinate projects across multiple stakeholders.
- You’re comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.).
- You’re able to tell a story with data that creates a compelling narrative for business stakeholders.
Условия
- For full-time US-based employees (excluding internship and contractor opportunities), offers a wide range of benefits, including medical, dental, and vision, 3% 401(k) contribution, unlimited PTO, quarterly mental health days, family planning benefits, professional development stipend, wellness benefits, among others.
- For full-time UK employees, offers a wide range of benefits, including private medical insurance, dental insurance, a 6% employer pension contribution, unlimited PTO, a monthly wellness stipend, professional development stipend, co-working stipend, and more.
- As part of our interview process, all candidates will be asked to verify their identity with . This step is used solely to confirm that candidates are who they say they are, and will have no impact on hiring decisions.