Customer Growth Operations Manager
Customer Growth Operations Manager
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Job Description
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 youll 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; bachelors 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 with direct & channel renewal sales motions.
Enterprise software SaaS or high-tech industry experience.
Experience with Gainsight.
Qualifications required:
Relentless drive & a company first mentality are essential to the role. We are looking for someone who wants to make an impact in a dynamic high growth environment.
Ability to structure and assess problems & execute on high level directives.
Strong written & verbal communication skills with experience engaging and partnering at all levels.
Excellent problem solving project management interpersonal and organizational skills.
Self-starter that knows how to operate in ambiguity and prioritize tasks and resources.
Why Tricentis
Tricentis Core Values:
At Tricentis we strive for success while inspiring those around us by knowing what we need to achieve and how well achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.
Demonstrate Self-Awareness: Own your strengths and limitations.
Finish What We Start: Do what we say we are going to do.
Move Fast: Create momentum and efficiency.
Run Towards Change: Challenge the status quo.
Serve Our Customers & Communities: Create a positive experience with each interaction.
Solve Problems Together: We win or lose as one team.
Think Big & Believe: Set extraordinary goals and believe you can achieve them.
We offer:
Market competitive salary success-oriented commission / bonus
Supportive and engaged leadership team.
Career path and professional & personal development.
401(k) / pension plan full benefits package available.
Hybrid work environment.
Personal and professional development.
And more!
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race color ethnicity gender religious affiliation age sexual orientation socioeconomic status or physical and mental disability and other statuses protected by law.
Required Experience:
Manager
Employment Type
Full-Time
