Senior Manager, Customer Success Operations

Summary

Join AlphaSense's Revenue Operations team as an experienced individual contributor. You will develop key enabling tools, streamline processes, and partner with the Customer Success team to improve productivity and efficiency. Responsibilities include optimizing customer success processes, identifying areas for improvement in technology and workflows, creating reports, and collaborating with various teams. The ideal candidate has 5-7+ years of experience in a revenue organization, a passion for driving productivity, and excellent communication skills. This role offers a direct impact on key performance indicators and the opportunity to work in a dynamic, fast-paced environment. AlphaSense is committed to equal employment opportunity and offers a competitive compensation package including a performance-based bonus, equity, and a generous benefits program.

Requirements

• 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

Responsibilities

• 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

Benefits

• Performance-based bonus
• Equity
• A generous benefits program