Customer Success Operations Program Manager

| Remote
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Gong enables revenue teams to realize their fullest potential by unveiling their customer reality. The patented Gong Revenue Intelligence Platform™ captures and understands every customer interaction, then delivers insights at scale, empowering revenue teams to make decisions based on data instead of opinions. Over 1,500 innovative companies like Zillow, Slack, PayPal, Twilio, Shopify, Hubspot, SproutSocial, Zoominfo, Outreach, MuleSoft, and LinkedIn trust Gong to power their customer reality. With Gong, customers experience improved win rates, increased deal sizes, and accelerated employee ramp-times.

Location: This position can be performed remotely. We plan to have physical offices in San Francisco and Atlanta once it’s safe to resume in-office operations. 

Gong is looking for a Program Manager to design, build, and measure scalable processes, workflows, and automations that enable our Customer Success team to deliver exceptional value to our fast-growing customer base. You have a passion for identifying business challenges and designing highly effective operational solutions, by building, experimenting, and iterating continuously. This person will report to our Director of Customer Success Operations and work collaboratively with the CS Operations team, Customer Success team, and cross-functional Go To Market teams. Remote candidates feel free to apply.

RESPONSIBILITIES

  • Design and launch processes, workflows, and automations that drive internal efficiencies, up-level the effectiveness of our Customer Success team, and deliver greater value to our customers.
  • Own the end-to-end process from ideation to execution, including requirements-gathering, design, build, measurement, and iteration.
  • Work closely with the Customer Success team to proactively and regularly identify challenges that require operational solutions.
  • Interface with our internal Operations and Development teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions.

QUALIFICATIONS

  • 5+ years experience in a Customer Success Operations role at a technology company, with demonstrable experience designing processes and automations.
  • Strong business acumen; able to translate high-level business challenges into detailed requirements and designs.
  • Strong communication skills; able to collaborate with a variety of stakeholders including senior leadership and cross-functional teams.
  • Excellent organization skills; experience managing project plans, meeting deadlines, and proactively raising blockers or risks.
  • Passion for continuous iteration and experimentation.
  • Data-driven and analytical; able to use data to measure the business impact of solutions.
  • Experience using Gainsight and/or designing solutions in Gainsight. 
  • Plus: Certified Gainsight Administrator.
  • Plus: Experience running high-velocity digital programs (e.g. tech touch).

PERKS & BENEFITS

  • 100% paid coverage of medical, dental and vision insurance for employees.
  • 401K program to help you invest in your future.
  • Education & learning stipend for personal growth and development.
  • Flexible vacation time to promote a healthy work-life balance.
  • Paid parental leave to support you and your family.
  • Work from home stipend to help you succeed in a remote environment.

  • Gong is an equal opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.

    #LI-Remote

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Technology we use

  • Sales & Marketing
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Gong.io's HQ in downtown San Francisco is located on 4th and Mission Street, near Yerba Buena Center and Westfield Mall.

What are Gong Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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