Senior Manager, Customer Success Operations

Reports to:       Senior Director of Revenue Operations

About the Team:

The Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account executives, account managers and sales development reps. We create and implement operational reporting & analytics, improve processes, and enable strategic initiatives that impact the revenue organization.  At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.

About the Role: 

An experienced individual contributor within the Revenue Operations team to develop key enabling tools, streamline processes and be a true partner to our Customer Success team  (ultimately involving all Account Management and Product Specialists). In this role, your responsibilities would include ownership of customer success operations, a strong partnership with our Enablement team and an end to end view of our tools and processes with an overall goal of improving productivity and efficiency for our AMs & Product Specialists. You will have a direct impact to drive improvement in our core KPIs around adoption, retention and conversion rates given your role and how closely you will be partnering with Customer Success Leadership.

• At least 5-7+ years of experience working with a Revenue organization and playing a key role in driving productivity for the Customer Success team
• Operations professional with a passion for driving productivity, improving processes and using new technology to drive revenue at a high growth B2B SaaS company
• Experience optimizing and rolling out new technology, workflows, and processes within a sales organization
• Excellent communication skills, and the ability to work in a dynamic, fast-paced and fun environment
• An ability to think strategically, act tactically and write effectively
• A creative problem solver that identifies new and innovative ways to drive sales productivity
• A strong project manager who enjoys “making things better”
• Enjoy working cross-functionally and building strong relationships with various stakeholders across the  business
• Demonstrates exceptional organizational skills and attention to detail
• Experience with the B2B sales process and the tools it takes to succeed

What You’ll Do: 

• Optimize our existing Customer Success processes to ensure scalability
• Partner with our Customer Success leaders to provide productivity gains and higher user adoption/retention rates
• Identify areas of opportunity across our technology stack, processes and workflows that will enhance productivity and present, implement, and measure solutions
• Understand SFDC Processes and Identify areas of improvement (e.g. opp to quote challenges, task mgmt, user swaps, etc) and provide suggestions to the Deal Desk & User Mgmt team for continued improvement
• Create and optimize Director and Manager level reporting, including attainment, trends, and on-demand reporting such as dashboards
• Develop strong relationships with the Customer Success team to understand and implement best practices, focusing on where they lack visibility and see gaps in processes
• Own the Quarterly Business Review (QBR) process, including working with leaders to create and refine templates and prioritize Asks of the Business coming out of QBR meetings from both leaders and individual contributors
• Partner with our Insights to understand dive deeps within data and how processes can be improved based on data-driven insights and recommendations
• Partner with our Enablement team to roll out and improve training and adoption of existing tools and processes
• Be the “go to person” for the Customer Success organization