As a leader within the Go-To-Market (GTM) Operations team, you will lead a team of analysts that support Strategic Planning, Program Execution, Core Systems, and Insights/Analytics for our Customer Success Managers, Service Delivery and Customer Support teams. Reporting to our SVP, Business Operations, you will support the design and implementation of our Customer Experience (CX) strategy, which includes: team segmentation, coverage models, capacity planning, KPI tracking and core systems deployment/maintenance. To be successful in this role, you will have experience with and be passionate about building operational/financial models and plans, analyzing large and complex data sets, and guiding organizations through transformation projects. In this leadership role within our Go-To-Market organization, you will have the opportunity to balance strategic planning and prioritization of various deliverables with a hands-on approach to execution.
· Collaborate with the SVP, Business Operations as well as FP&A and executive leadership in the creation of our Annual Operating Plan (AOP)
· Business Partner to the Customer Service executive and the senior CX leaders to support the design and launch of new programs
· Drive the implementation of the AOP including team segmentation and alignment, target setting, capacity tracking and utilization
· Oversee the documentation of key CX processes and definition of requirements for core systems (PSA, case mgmt., CX) needs
· Lead the biweekly CX leadership priority review and operations cadence
· Provide program support for Enablement Services delivery including key reporting, process governance and forward-looking planning
· Support the strategic and on-going reporting needs of the business via QBR/MBR reporting and curation of our core metrics dashboards (customer health, CSM execution, service delivery and capacity, NPS/CSAT)
· 5+ years of experience in a Customer Success and Services Operations related role
· 2+ years of Operations leadership experience in a high-growth SaaS business
· Change management leadership experience, to drive process improvements in large-scale sales organizations
· Comfort working in a fast-paced environment and leading through ambiguity
· Proficiency with PowerBI and data analytic tools
· Experience with implementations of the following systems: Salesforce, Zendesk, Gainsight, FinancialForce or other CX and PSA tool
Top Skills
What We Do
Quickbase provides a no-code operational agility platform that enables organizations to improve operations through real-time insights and automation across complex processes and disparate systems. Our goal is to help companies achieve operational agility—to be more responsive to customers, more engaging to employees and as adaptable as possible to what’s next. Quickbase helps nearly 6,000 customers, including over 80 percent of the Fortune 50.
Why Work With Us
Quick Base employees are engaged in interesting and challenging work, we have the opportunity to try new and different things and lots of room for career advancement (1/3 of our employees are in a new role from 1 year ago!). We have an exceptional team and foster an environment that empowers those closest to the work to make decisions.
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