Harness is a rapidly growing startup that is disrupting the software delivery market. We are building an intelligent software delivery platform that enables engineers to deliver software faster, with higher quality, and less effort. The Harness Software Delivery Platform includes Continuous Integration, Continuous Delivery, Continuous Efficiency, Continuous Verification, and Continuous Features. The platform is designed to help companies accelerate their cloud initiatives as well as their adoption of containers and orchestration tools like Kubernetes and Amazon ECS. 

Harness recently raised $115 million in financing, reaching a valuation of $1.7 billion in just three years after launching from stealth. With a total of $195 million in financing to date, Harness investors include IVP, Menlo Ventures, Unusual Ventures, Alkeon Capital, Battery Ventures, Citi Ventures, Norwest Venture Partners, Sorenson Capital, and Thomvest Ventures.

THE TEAM

The goal of the Sales & Customer Success Operations & Strategy team is to build the foundation of our internal systems and processes, scale these systems, and improve efficiencies across the board. The team blends high-level strategic thinking with on-the-ground execution to propel the company to grow and scale well, with a strong focus on analytical and quantitative thinking. We are a team of problem-solvers, where all challenges are met with enthusiasm and open minds.

The team works cross-functionally with multiple departments including sales, marketing, operations, finance, product, and IT. This is an opportunity to influence how we build our operations and sales/customer success efforts and strategies worldwide and contribute to a highly productive, data-driven, and analytical team. We are looking for an operations manager with strong business acumen, excellent communication skills, and a passion for customer success. 

This role will work with the full Customer org, but primarily focus on supporting the Customer Success team.

KEY RESPONSIBILITIES

• Operations and systems: Drive alignment with cross-functional teams to deliver key business results. Own the day to day processes and systems to support the customer success org. Manage Customer Success platform Planhat with Salesforce and Zendesk integrations. Manage and optimize customer health tracking, renewal process, and customer satisfaction reporting. 
• Strategy and analytics: Develop reports and dashboards to help answer key questions about the business. Monitor and continuously improve our existing reports and dashboards. 
• Continuous improvement: Identify opportunities and drive initiatives for improving the effectiveness of Customer Success. Work with senior team members to design and implement solutions to reduce manual processes. 
• Data integrity and integrations: Own the data quality of our internal systems and integrations by running regular audits. 
• Contribute to and maintain documentation regarding our processes, best practices, and system requirements.

ABOUT YOU

• 5+ years experience in a Customer Success Operations or Sales Operations role at a technology company, with demonstrable experience designing processes and automations.
• Problem solving and continuous improvement: you enjoy tackling new challenges and solving complex problems. You are able to translate high-level business challenges into detailed requirements and designs. 
• Analytical skills: you’re comfortable answering business questions by digging into data, or figuring out what data we’d need to track in order to solve a specific problem.
• Excellent communication and critical thinking skills: you have experience interacting with multiple levels of management and stakeholders across teams within an organization 
• Detail-oriented: you are extremely thorough and consistently deliver high quality deliverables, especially around data and analytics. You are dedicated to verifying numbers before reporting upwards.
• Strong customer-centric mindset and passion for customer success innovation 
• Intermediate or better Microsoft Excel/Google Sheets
• Salesforce.com experience preferred

WHAT YOU WILL HAVE AT HARNESS

• Competitive salary and early-stage stock options
• Comprehensive healthcare benefits
• Flexible Spending Account (FSA)
• Flexible work schedule
• Employee Assistance Program (EAP)
• Paid Time Off and Parental Leave
• Monthly, quarterly, and annual social and team building events
• TGIF-Off program
• Remote office stipend
• Monthly internet reimbursement
• Monthly Food & Beverage Reimbursement Program

HARNESS IN THE NEWS

• Harness snags $85M Series C on $1.7B valuation as revenue grows 3x
• #6 - Glassdoor Best Places to Work 2021 list
• #17 on Forbes Top 50 Cloud Companies to Work For
• #47 on LinkedIn’ Top 50 Companies to Work For

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.