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Form of work
SalarySUMMARY
We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details. The ideal candidate will possess deep expertise in business processes across the customer lifecycle, strong leadership skills with the ability to influence decision-making, and a track record of playing a pivotal role in successful transformations.
In this role, you will strategically build systems, processes and tools to create best-in-class customer experiences in partnership with the Sr. Revenue Operations Manager (Marketing & Sales). Your expertise will be pivotal in influencing SQUIRE’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.
This role is 100% remote and can be located anywhere in the US.
REPORTS TO
This position reports to the Senior Manager of Revenue Operations
JOB DUTIES AND RESPONSIBILITIES
- Familiarity with Salesforce architecture, data model, and platform capabilities - Ability to perform various system administration tasks, such as managing automation, workflows, approvals, security, validation rules, and process development, especially within Service Cloud
- Proactively design and implement technical solutions that align with a tool’s best practices; optimize existing setup and processes to better support the business and drive a best-in-class customer experience
- Help drive business decisions for SQUIRE’s customer onboarding, success, support and growth at scale using process optimization and technology
- Architect seamless integrations between Salesforce and other tools utilized by teams
- Define, document, and develop a roadmap to support a scaling business
- Monitor system usage and triage technical errors as needed
- Improve data quality throughout systems and develop processes to drive improved data quality throughout the customer lifecycle
- Evaluate, recommend, deliver and manage new technologies and identify opportunities to improve existing systems and processes within our GTM tech stack, including SFDC, ChurnZero and others
- Identify process automation, working with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product and Finance
The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.
PREFERRED EXPERIENCE AND QUALIFICATIONS
- 5+ years of experience in Customer Success Operations, preferably in the SaaS or FinTech industry
- Experience optimizing post-sale processes via process engineering, software and tools, such as Salesforce, ChurnZero (customer onboarding, success, support and account management)
- Exceptional communication, project management, collaboration, and influencing skills with the ability to influence and persuade stakeholders of a point of few and prepare thoroughly for critical questions
- Proactively analyze, recommend improvements and communicate efficiency and effectiveness of CS operations to CS leadership
- Detailed oriented, organized and have an eye for detail - particularly in the context of building complicated business systems and seeing longer-term implications of certain decisions
- Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)
WHAT WE OFFER
- Base Salary of $130,000 - $150,000
- New hire stock grant
- 100% employer paid medical/dental/vision insurance for you and your dependents
- 401K plan with company contribution
- Generous PTO and Parental Leave policies
- 100% remote
