About BigPanda:

BigPanda’s Autonomous Operations platform enables enterprises to reduce cost, downtime, and risk by using Machine Learning to automate and streamline IT Operations. BigPanda transforms IT noise into actionable insights, with an incident management platform that helps IT Professionals in large organizations reduce alerts, solve problems faster, and improve service performance. Enterprises like United, Tivo, Workday, Intel, Autodesk, and many others rely on us to avoid disruptive and costly outages. Join a world-class team that is pioneering an emerging space with backing from top tier venture capital like Sequoia Capital, Insight Partners, Battery Ventures, and TPG Growth.

We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, competitive comp, and all the best perks, but more importantly, we offer a supportive, collaborative, and innovative environment to empower you to do the best work of your career.

About the Role:

BigPanda is seeking a Customer Success Operations Manager to join a high-impact, high-performing Revenue Operations team. This person will be working closely with leaders in Customer Success, Professional Services and Revenue Ops on helping improve/build better processes, data workflows, data strategy on everything that occurs post-sale at BigPanda.

The CS Operations Manager will report directly to the Sr Director, Revenue Operations and work remote.

Responsibilities:

• Work with the company's senior and executive leadership, including VP, Customer Success to define, launch and drive strategic and operational CS programs.
• Point-person for all Customer Success tools and systems (Salesforce Service Cloud, Customer Portal, Gainsight etc)
• Streamline renewal sales process along with managing PS pipeline with respective field leaders. And, working closely with Finance and Deal-desk on any renewal bookings.
• Point-person for all CS / PS related KPI reporting (Quarterly, Monthly intercompany + Board deliverables
• Own the development and maintenance of capacity modeling and forecasting.
• Own and drive program management (scope, budget, schedule, execution) for strategic and operational initiatives
• Collaborate with cross-functional stakeholders in establishing tools and systems, key organizational metrics, and architecting and executing other operationally strategic projects.
• Identify gaps and propose changes to existing policy, systems and process frameworks; develop scalable solutions and work to manage risks across the organization and develop best practices.
• Ability to work with different team members to design processes and implement strategic projects that solve business challenges.
• Find opportunities to drive efficiencies and automate tasks for the team 

Requirements:

• BA/BS degree in a related field, or equivalent practical experience.
• 6 years of relevant experience in a SaaS company
• Experience with Salesforce (specifically Service Cloud) is strongly preferred
• Expertise with Salesforce, Domo/Tableau, Gsuite, MS Office, Project tools, Gainsight / other CSM platforms
• Experience in business operations, service operations, customer success, sales operations is preferred
• Scripting background - major plus

Perks:

Work with a collaborative team and enjoy a highly driven culture that is committed to personal and professional development! Other company perks include:

• Virtual events, fireside chats, happy hours, and other opportunities to interact with the team
• Medical, Dental, and Vision coverage and 401k
• Flex PTO & 11 Company Holidays
• Life Insurance & Disability Coverage
• Flexible Spending Account
• Pre-tax commuter benefits (when we're back in the office!)