Senior Manager Revenue Operations, Customer Success at People.ai
San Francisco, CA, US
People.ai accelerates enterprise growth through the power of AI. With the industry’s only Revenue Intelligence System, People.ai frees all customer-facing teams, including salesmarketing, and customer success, from manual data entry by automatically capturing all contact and customer activity data, dynamically updating CRM and other systems of record, and providing actionable intelligence across management tools to realize the full selling capacity of the enterprise. Some of the world’s best brands are leveraging People.ai to transform their business, including Lyft, New Relic, Okta, Tanium, and Zoom.
 
At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness and critical thinking to activities that matter most in their professional life, the more effective a professional they become. We're developing a deep understanding of the professional world, mapping people, companies, and the information that flows between them through natural language processing and machine learning. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving enterprise growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own. 
 
 
The Senior Manager, Customer Success Operations will develop, operationalize, and enable policies, processes, methodologies/frameworks, systems, tools, key assets, data and insights that empower the Customer Success organization to fulfill its charter in the most effective and efficient manner possible. 

Responsibilities

    • Build and scale the core functions of field operations
    • Support the renewal forecasting and organizational processes
    • Design compensation plans, process, and short-term incentive programs.
    • Serve as the designated POC for FP&A team on forecasting, budget setting, headcount, and ROI of the sales investment.
    • Improve operational effectiveness and increase the quality of decision making while owning and managing the cadence for QBR, board reporting, and other standard report outs for the business.
    • Mature CS programs to scale Customer Success functions and to measure and improve customer health and engagement across the entire customer lifecycle.
    • Create, administer, and enforce CRM data hygiene (and compliance) policies with a forward-looking view on structuring data during the growth phase.
    • Drive cross-functional projects and process alignment across RevOps. Eliminate friction during the handoff of each Go-to-Market function (Pre to post sales) to ensure efficiency across functions.

Requirements

    • Experience designing, refining and managing strategic and operational initiatives across all functions including HR, sales, marketing, product, business operations
    • Proven project and program management expertise including delivering executive updates and briefings
    • Ability to translate abstract ideas into concrete plans and align projects to business goals and objectives
    • Experience of Executive Partnership: have advised senior executives in the past as Operational Support (CS/Revenue/Sales… Ops) subject matter expert. Able to provide insightful analysis and recommendations supported by experience and backed by relevant analysis. 
    • Be very proactive and results-driven: can manage and deliver multiple projects simultaneously in a super high-paced environment; Able to independently lead projects and independently scope, prioritize and execute initiatives.
Founded in 2016 and based in San Francisco, the company is backed by ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Y Combinator and others. In 2019, People.ai was recognized as a winner of the 2019 Bay Area Best Places To Work, an awards program presented by the San Francisco Business Times and the Silicon Valley Business Journal.