Customer Growth Operations Manager

The Customer Growth Operations Manager will report to the Senior Director of Customer Growth Operations and will be a critical member of the team that provides operational support to help drive strategic decision making, planning, and operational excellence across the Customer Growth business.  In this role, you will help build and scale the Customer Growth organization in partnership with Customer Growth Team leadership.  This includes building processes, systems and the operations infrastructure to ensure an efficient process and positive customer experience throughout the renewal cycle.

What you’ll do:


* Optimize and scale the renewal management and bookings forecast process.


* Drive culture of continuous improvement on performance, process, automation, and data accuracy.


* Support Customer Growth team for efficient, consistent, and effective retention and customer lifecycle management.


* Drive retention best practices portfolio-wide, assisting the build out of training for field team.


* Extract insights from retention data and recommend tactics to improve results.


* Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives.


* Collaborate with the Customer Growth & Enablement teams to identify and help build out vital collateral for retention and customer lifecycle.


* Perform weekly, monthly and quarterly opportunity pipeline analysis, data validation and identify gaps and actions required to close gaps.


* Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas.


* Act on behalf of the leadership team (e.g.

drive global churn forecasting, identify direct and channel renewal improvements, forecasting mechanics evolution to incorporate customer health insights).


* Provide critical business insights to Customer Growth, Sales, Education, and Professional Services leadership based on data analysis.


* Build standard Salesforce reporting and dashboards to be consumed by the Customer Growth team & management.


* Work with Customer Growth management to determine structure for consumable reporting and measurement across various systems (SFDC, ServiceNow, Gainsight, Clari, Power BI, etc.)

Experience required:


* 5+ years in Renewals/Sales Operations, Revenue/Business Operations or similar role; bachelor’s degree or equivalent work experience.


* Intermediate to Advanced experience with tools that create and house our data:
+ Salesforce (experience creating complex dashboards & reports, custom report types, calculated fields)
+ Salesforce CPQ or other CPQ / Q2C tools
+ Power BI, or other analysis/ business intelligence software
+ Excel


* Experience driving systems & tools related projects and enhancements.

Experience preferred:


* Sales Operations experience in supporting renewals.


* Experience wi...