Gladly · 4 hours ago

Customer Success Operations Manager

United States

Full-time

Remote

Mid Level

$131K/yr - $154K/yr

4+ years exp

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ComputerCustomer Service

Comp. & Benefits

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Responsibilities

Partner with sales managers to build better processes and policies, enabling sales managers and account executives to effectively and efficiently execute on day-to-day activities.

Proactively identify process challenges and either build or improve on these processes. This requires thought around documentation, communication, and enablement to ensure adoption throughout the sales organization and cross-functional teams.

Support the team in designing reports and dashboards

Supervise key data and maintain our reporting processes (spanning all sales pipeline, efficiency metrics, and forecasting.)

Be fanatical about data hygiene. Modify and improve the way we gather, store, and report on data via manual or automated processes.

Assist in the Marketing to Sales handoff, including ownership of lead upload, scoring, routing, and assignment; help streamline the process as we grow.

Drive improvements to our technology stack by recommending and integrating technologies that help our sales team to achieve their goals.

Communicate change across the organization and work to train others on new processes, policies, and tools.

Seek to automate where possible, and understand the benefits of automation in a scaling business.

Handle case queue to ensure our collaborators receive timely responses to their inquiries.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Sales Operations experienceSalesforce functionalitySales technology stackProject management skillsData hygieneAutomation understanding

Required

4+ years Sales Operations experience at a software company

Deeply knowledgeable of Salesforce functionality and best-practices, Certification is a plus

Familiarity with common sales technology stack (including Outreach, ZoomInfo, LinkedIn Sales Navigator) and is able to design cross-tool process

Excellent communication skills - equally comfortable working with technical and non-technical stakeholders and can help others articulate their needs and translate them into projects

Excellent project management skills, including organization and prioritization

Detail-oriented and process-driven

Driven by a need to uncover and solve problems