Job Summary

The GTM Operations Manager will play a key role in shaping our growing Customer organization comprised of Professional Services, Support, Customer Success, Partner Success, Training and Customer Experience. You will partner with the GTM Operations and Customer Team leadership to enforce and improve processes, manage metrics/reporting and ensure consistency and maximum efficiency. A successful individual will have exceptional operational and analytical experience, be an independent self-starter, great communicator and someone who thrives in a dynamic fast-paced environment. This role requires heavy cross-functional collaboration to support the overall Customer Team goals.

Roles and Responsibilities:

• Build and deliver accurate analyses, reports, dashboards and ad-hoc requests for Customer Teams in order to optimize efficiency and effectiveness.
• Leverage business systems including Salesforce, FinancialForce, Tableau and Gainsight to deliver reliable, scalable and efficient solutions to support key objectives.
• Conduct data deep dives to identify key strategic insights to drive improvements across teams. Present findings and provide actionable insights.
• Partner with leadership in managing our capacity planning across all teams to ensure we are set up to achieve our Customer Team goals.
• Create additional capacity models as needed.
• Serve as a subject matter expert in key Customer Team Operations systems and processes. Continually evaluate and look for ways to automate and streamline.
• Partner with Finance to ensure accurate revenue recognition and expense reporting. Collaborate with leadership to track open initiatives/projects and associated forecasted expenses.
• Performs other duties as assigned.

Required Qualifications:

• 5-8 years of experience in an operational analytics/reporting role with demonstrated experience building dashboards, reports, and capacity models.
• Minimum 3 years supporting or partnering with a customer organization
• BS/BA in Business Administration, Finance or a related field
• Strong knowledge of Excel (vLookup, pivot tables, charts), Powerpoint
• Strong knowledge of Salesforce
• Ability to prioritize and balance long-term projects and daily requests requiring quick turnaround
• Ability to work independently and collaboratively, establishing excellent relationships across the organization
• Outstanding verbal and written communication skills and ability to communicate ideas and information effectively, clearly and concisely Displays the ability to exercise independent judgment and discretion on managing important processes and execution in a global audience
• Strong team player, results driven, metrics-driven and thrives in fast-paced environment
• Ability to own responsibilities and make high-level business decisions with limited supervision
• Ability to effectively partner with business leaders to understand strategy and provide suggestions on how to measure success of strategic objectives
• Travel will be required, but should not exceed 15%

Preferred Qualifications:

• Experience with Tableau or other BI reporting tool, FinancialForce, Gainsight
• Familiar with BlackLine or other common financial systems