Revenue Operations Tools Manager (Gainsight Administrator) at Udemy

| San Francisco
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The Udemy for Business Revenue Operations team’s mission is to enable all go-to-market teams to scale and grow top line revenue efficiently. The team supports our mission by delivering the process and information flows that drive the entire customer journey optimization, promoting cross-functional alignment, overseeing resource and performance planning, refining key processes to increase efficiencies, and adopting best-in-class tools and technologies to support the entire UFB go-to-market universe from lead generation to renewals.
We’re looking for candidates with Gainsight Admin experience to help drive strategic programs and work to revise and implement new workflows and processes. We will depend on your expertise to keep our system clean and focus on changes that drive growth, scalability, and retention. This will require you to manage increasing complexity across various communication systems and to work with key stakeholders to understand their vision and align them with yours.
You’ll be supporting the entire customer lifecycle, from onboarding through renewal for our high-touch, low-touch and tech touch customers. You are organized and able to work on long-term projects as well as requests requiring a quick turnaround. You love working cross functionally and globally to support the broader Customer Success and Revenue Operations goals. 

Here's what you'll do:

  • Partner with Customer Success leadership as your primary stakeholders to understand the team’s needs, pain points, and vision 
  • Support, maintain, configure and administer Gainsight for the Global Customer Success team and partner with the Revenue Operations team to ensure Salesforce is optimized for Gainsight
  • Build system workflows and programs for 1:Many and Tech Touch in Gainsight
  • Build workflows and dashboards that analyze customer data, and trigger actions for CSMs to proactively engage with customers
  • Develop, communicate and reinforce system standards, processes and policies 
  • Provide operational direction and execution to help the Customer Success team run more efficiently and make data-driven decisions
  • Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
  • Ensure the Customer Success systems stack meets the needs of our growing CS organization, and recommend additional tools as needed.
  • Identify new processes to increase automation and efficiency of the team
  • Ensure all system processes are well documented and maintained up to date

We're excited about you because you have:

  • 2+ years of experience in business operations (or similar) with an emphasis on Gainsight, Salesforce, or Customer Success
  • Experience with Gainsight workflows, reporting, administration and database management preferred
  • An understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
  • A data-driven mindset with a commitment to process improvement
  • Strong consultative skills and are open to input from other team members and departments
  • Experience building 1:Many programs using automation tools for the customer journey a plus

#LI-KQ1
ABOUT UDEMY
We believe anyone can build the life they imagine through online learning. Today, more than 40 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), and São Paulo (Brazil).
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

SOMA

An Insider's view of Udemy

How would you describe the company’s work-life balance?

I’ve been really impressed by the work-life balance at Udemy. Each team has the freedom to choose a schedule and system that works for them. Everyone is committed to the success of their team and Udemy as a whole, and this flexibility and trust enables each of us to work in a way that helps maximize our impact.

Katie

Full Stack Web Development Software Engineer, Instructor Loyalty

How do you collaborate with other teams in the company?

As a member of the Marketing Efficiency Decision Science team, I help determine how Udemy can invest money efficiently. We partner with all levels of the Marketing and Finance teams to align our goals and drive implementation. We also work with the Data Products and platform team to ensure we utilize the most robust models and architecture.

Silvia

Data Scientist II

How does the company support your career growth?

Udemy provides me with daily opportunities to grow as an engineer. My manager genuinely cares about my career plan and professional growth. In every project that we’ve chosen for me to work on, I had the chance to improve my weaknesses and demonstrate my strengths. It is so important to feel valued at work, and Udemy has been doing a great job.

Duygu

Senior Staff Engineer

How do you make yourself accessible to the rest of the team?

My philosophy goes beyond normally scheduled one-on-ones, which I regard as simply guaranteed check points. I have a truly “interrupt me anytime” policy, so my staff feels comfortable enough to talk with me at any moment. My team is my work-family and, as with my own family, it is a top priority for me to be there to support them.

Justin

Senior Data Science Manager

What are Udemy Perks + Benefits

Culture
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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