Salary $36,998 - $127,257 a year job type full-time number of hires for this role 1
Microsoft office: 1 year (preferred)
Sales: 1 year (preferred)
Us work authorization (preferred)
Full job description
Terminus is the only account-based engagement platform built to deliver more pipeline and revenue through multi-channel account-based marketing (abm)The platform, terminus engagement hub, connects the first and third-party data needed to understand both customers and prospects, with the most robust suite of engagement channels—including ads, chat, email, and web—availableTerminus powers multi-channel abm for thousands of brands globally including dhl, g2, outreach, and tripactionsTerminus is proud to be a g2 leader in abm for 13 consecutive quartersVisit terminus.com to learn more or connect with us on twitter and linkedin.
Terminus is looking for a customer experience operations manager to support our post-sale teamsAs part of the revenue operations team, you’ll serve as the critical link between our cx department leaders and the revops teamThese teams include customer success, digital media strategy, and professional servicesAt terminus, customer engagement, satisfaction, and advocacy are some of our most important priorities.
The cx ops manager must be a self-starter, and highly motivated with a bias for taking actionYou’ll be collaborating with several teams and should have experience with cross-functional collaboration and leadershipWe’re looking for someone who has an impressive level of attention to detail but can still see the big picture and support strategic projects tooWith equal parts analysis, process, and strategy, this role is an important part of helping terminus scale during our next phase of growth.
The function of revenue operations is to ensure we’re using the right tools and technology in a way that makes our go to market team more efficient, and yields data + insights that can inform our teams about the best possible way to grow and scaleOur revenue operations managers are responsible for managing this process end-to-end and implementing processes which will help us get insights to support our teams.
Position requirements listed below:
Data reporting & analysis
Refine and improve our data and analytics foundation including executive reporting, quarterly board reporting, dashboards, and kpi tracking
Track leading indicators of customer health, renewals, expansion, and analyze them to understand what’s going well and what’s not in the post-sales realm
Take ownership of data analyses and deliverables to support varying levels of the business from our executive team to individual account managers
Drive operational efficiency by leveraging best practices and designing process, tool, and dashboard improvements to scale a high-growth business and improve team productivity
Create and manage a customer health score / scorecard to enable teams to have real-time understanding and prioritize their work with customers
Build processes within post-sales systems (i.eGainsight and wrike) to support the analysis of customer health, product usage, and other key data pointssupport various customer communications as needed monitor and measure the effectiveness of processes to ensure performance aligns with desired outcomes related to onboarding, adoption, renewal, and expansion
Ensure a smooth transition from sales to customer management by optimizing the “hand offs” from team to team and support this process with technology
Work with leadership to evaluate and implement positive changes with retention initiatives: vision & strategy, roles & responsibilities, rules of engagement, process flows, system & sfdc requirements, reporting and tracking
Build dashboards and reporting that help post-sales leadership, individuals, and finance understand customer health and retention
Support the ideation, creation, and ongoing management of engagement models that help our team work with customers more effectively
Determine the timing and content of touch points along the customer journey, to drive optimal adoption and net promoter score (i.eImplementation surveys, renewal reminders, in-app notifications, etc.)
Be the champion for customer experience across the company and provide executive visibility around key customer experience metrics and critical pain pointsCoordinate cross-functional processes that help meet retention targets and deliver on customers’ needs, including processes to:
Align with cx leadership to stay abreast of department efforts and priorities while relaying the needs of other departments too for awareness and collaboration
Provide feedback to sales on the readiness of our customers based on onboarding outcomes
Help the professional services team identify and overcome any delays in implementation and drive better, shorter time-to-value
Partnering closely with the revenue operations team to ensure processes and data are streamlined, accurate, and readily available across gtm teams
Bachelor`s degree in business or other relevant field required
Self-starting, motivated team player who enjoys a fast-paced growth environment
5+ years of experience in customer experience operations, or running customer success programs as described above
Experience in b2b saas with a proven track record of success in leading collaboration across multiple teams
Deep understanding of customer success principles, tools, and processes.
Experience using tools such as gainsight, gainsight px, wrike, salesforce, pendo, gong
Demonstrated understanding and experience with recurring revenue concepts, retention measurement and management, customer health analysis, territory and team member utilization management, and reporting / analysis across the customer lifecycle
Incredible benefits, incredible company!
100% employer paid health, dental, and vision insurance for employee only coverage to cover your fundamental needs
401k with a competitive company match to build your future financial security
We put families first with an exceptional paid parental leave program for employees with 1+ years of service
Guaranteed participation in our equity program - because our employees should share in our success
100% employer paid short-term and long-term disability insurance to protect your paycheck
100% employer paid basic life and accidental death and dismemberment (ad&d) benefits to protect your loved ones
Unlimited vacation to unplug and recharge however you choose
Half-day fridays to reward you for your productivity
2 days paid vto (volunteer time off) every year to help impact your community
Monthly ubereats stipend to help support your favorite local spots
Team budget to help facilitate team building - connected teams are more successful teams
Rotating quarterly perks for the evolving needs of our employees
Wellness stipend to balance your body and mind
Commuter benefits to help you save money when you commute to work
Named best workplace winner 2017, 2018, and 2019 by incMagazine
Ranked #21 on the deloitte fast 500
Ranked on the inc5000 of fastest-growing private companies in the u.s.
Named g2 2020 spring category leader for the 10th consecutive quarter
Diversity and inclusion are essential values at terminusWe believe we do our best and most impactful work when we are a diverse, inclusive and equitable organizationWe`re proud to recruit and hire talented people from a wide variety of backgrounds and experiencesWe do not discriminate on the basis of race, color, national origin, gender, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, or disability.
Job type: full-time
Salary: $36,998.00 - $127,257.00 per year
Employee stock purchase plan
Paid time off
Monday to friday
Microsoft office: 1 year (preferred)
Sales: 1 year (preferred)
Work location: remote