Customer Success Operations Manager

| San Francisco | Hybrid
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ABOUT THE ROLE

TripActions is looking for a Customer Success Operations Manager to support and enable our global and rapidly expanding customer success team. In this role, you will own systems for the CS organization, building tools and automation that helps our team scale effectively. You will partner hand in hand with the CS leadership team to implement initiatives that drive improved performance for our team. 

RESPONSIBILITIES

  • Identify gaps in processes/systems. Partner with customer success leadership, sales, and other functions to propose and implement scalable solutions.
  • Evaluate, negotiate, implement, and roll-out systems and tools (e.g., Salesforce, Gainsight, etc.) to support our global customer success organization.
  • Build scalable processes and rules to ensure data hygiene, process compliance, and clean reporting.
  • Build and roll out automation to streamline operations and reduce workload for CS team.
  • Partner with data team, sales operations, marketing operations, and other teams to ensure systems operate effectively together. 
  • Assess and flag current and future business and systems risks, brainstorm potential solutions, and track progress towards execution.

QUALIFICATIONS

  • 4-6 years of experience in customer success or sales operations, with strong proficiency in Salesforce, Gainsight, and similar systems
  • A strong communicator, able to explain complex technical issues to technical and non-technical audiences to drive alignment and buy-in
  • A nose for value to understand where to focus efforts on in order to drive immediate value for the organization
  • An ability to balance being detail-oriented and seeing the big picture
  • A “do whatever it takes” attitude to affect change within the organization
  • An ability to work well with a variety of stakeholders towards a common goal
  • Familiarity with data structures that ease the generation of reliable data is a plus
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • PhotoshopDesign
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Chorus.AICRM
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • MailChimpEmail
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

Location

181 Fremont St. 23rd Floor , San Francisco, CA 94105

An Insider's view of Navan

What are some social events your company does?

It’s may sound cliche, but Navan’s sales culture is ‘work hard, play hard’. Navan knows how to have fun and build an awesome culture. It's beyond your usual happy hours; I’m talking about incredible trips, gourmet handrolls, and lots of dogs! It’s safe to say I’ve met my best friends at Navan.

Nathaniel

Mid-Market Account Executive

How do you collaborate with other teams in the company?

The culture here promotes direct communication and mutual trust, fostering cross-functional collaboration among talented and driven coworkers. Our clear business goals empower us to work together and constantly challenge each other to raise the bar and deliver the best platform, experience, and partnership for our customers.

Jordan

Regional Director, Mid-Market Expense Sales

How has your career grown since starting at the company?

I've had the pleasure of sitting in 8+ roles here at Navan over the last 5 years (SDR to Regional Director). Being at a business with lofty goals and a "failure isn't an option" mentality opens the door to expedite career progression, constant new opportunities and projects, and the ability to learn from a one-of-a-kind leadership team.

Anna

Regional Director, Enterprise Expense Sales

What are Navan Perks + Benefits

Navan Benefits Overview

Our Benefits

We realize benefits are important as they support keeping you at your best at all times. Our benefits are here for you if you get sick or hurt, help you save for now and later, encourage you to take time off work and travel, and provide perks specific to being a Navan employee both in and out of the office.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
President's club
Employee awards
Diversity
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

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