Senior Customer Success Operations Manager at NextRoll

| San Francisco | Remote
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Reporting to the Manager of the Customer Success Operations team, you will provide an integral link between Revenue Operations and AdRoll Customer Success Leadership.

The Revenue Operations Department at AdRoll is looking for a highly driven, strategy and process-centric operations individual. The primary goal of the Customer Success Operations Manager is to implement strategy, processes, policies, and solutions that boost sales efficiency. This role will be responsible for leading day to day operations for the AdRoll Business Unit’s high performing Customer Support & Customer Success teams. You’ll partner cross-functionally to craft business priorities and align resources to accelerate rapid revenue-growth and retention, increase market share and meet strategic objectives by scaling the selling process to minimize friction and maximize efficiency. We are looking to hire in San Francisco, but are open to remote work within the US.

This role is open in our San Francisco, New York, Salt Lake City offices, or remote.

Our work environment is one where ambition thrives and so will you. We help every employee discover their full potential by giving them opportunities to expand their skill set and develop their career at NextRoll. Don't think you have all the skills required for this role? That's okay, we're committed to helping all of our employees learn and grow.

The impact you’ll make: 
  • Partner with Customer Success/Customer Support, Customer Support leadership, and Account Management teams to identify opportunities for optimizations in existing processes
  • Track key data and maintain our reporting processes (spanning all key sales pipeline, productivity metrics, and forecasting)
  • Work with internal front and back-office departments throughout each selling quarter to resolve open items pertaining to the CPQ process and ultimately support all upsells and renewals for the customer-facing teams
  • Manage the case queue and triaging/executing day to day cases in the Salesforce & Zendesk queue and Identify scalable optimizations within our current Zendesk instance
  • Create and maintain reports and dashboards for customer success/customer support teams
  • Implement and maintain Salesforce customizations including configuration, custom fields and objects, layouts, workflows, process builder and validation rules
Skills you’ll bring: 
  • Bachelor's Degree in Business Administration or Finance or equivalent experience
  • You have 3-5 years of relevant work experience, with at least 2+ years of Operations experience preferably at a SaaS company
  • Salesforce Administrator Certification (ADM 201) or equivalent experience with ability to design and implement an excellent Salesforce solution to solve an observed problem
  • Experience with Einstein Analytics, Salesforce CPQ and Zendesk is a plus
  • You understand and can articulate complex requirements and are able to prioritize tasks and coordinate information, work independently, and use good judgment
  • Strategic thinker; able to operate as a leader and influence go to market strategy, then convert into a tactical plan and execute on that plan
  • Business savvy; deep understanding of finance, operations, product, marketing and how these functions relate to and impact sales
Benefits and perks:
  • Great salary, equity, and fully covered medical
  • 4 weeks of paid time off and work/life balance
  • Up to 12 weeks of paid family leave (care for a family member, bond with a new child, etc.)
  • Up to 6 weeks of paid disability leave (up to 12 weeks for pregnancy disability leave)
  • Join a community of fellow Rollers as a member of one of our Employee Resource Groups 
  • Ample opportunities to volunteer with local organizations with NextRoll Gives Back
About AdRoll:

AdRoll, a division of NextRoll, is an ecommerce marketing platform that gives growing direct-to-consumer (D2C) brands the power to connect with people everywhere they go online. The AdRoll Platform is fueled by our pioneering use of machine learning to analyze real-time performance advertising data – and that early work is why more than 120k brands have relied on us since 2007. We believe in shopping local, shopping small, and giving every ecommerce marketer across fashion, beauty, health & wellness, travel, and more, the marketing automation – aka superpowers – they need to connect with customers and grow their business.

We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. All applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please notify us to request accommodation.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • MySQLDatabases
    • RedisDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • StatamicCMS
    • SalesforceCRM
    • AdRollEmail
    • MarketoLead Gen

Location

Nestled next to the heart of the Mission and near Portrero Hill, we're within walking distance to some of the best food and drink spots in the city.

An Insider's view of NextRoll

What's the biggest problem your team is solving?

As our AdRoll product keeps evolving with new solutions and features, our customer self-service evolves with it. My team ensures that we are able to deliver support at scale by making our help content readily available when customers need it most. This means our product guides, help articles, video tutorials, etc. are always within reach.

Dennis

Sr Knowledge Base Manager

What are NextRoll Perks + Benefits

NextRoll Benefits Overview

Competitive salary, equity, and fully covered medical
One month of paid time off and work/life balance
6 months of paid maternity leave/ 3 months of paid paternity leave
Join a community of fellow Rollers as a member of one of our Employee Resource Groups
Ample opportunities to volunteer with local organizations with NextRoll Gives Back

Culture
Volunteer in local community
NextRoll Gives Back connects our employees with opportunities to volunteer their time–advancing education, professional development, and community support.
Partners with Nonprofits
San Francisco Education Fund, June Jordan School for Equity, SF Marin Food Bank
Friends outside of work
Intracompany committees
We want every Roller to feel that NextRoll is a place where they belong. So employees across the company have formed a variety of employee resource groups. All ERGs welcome allies.
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
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We want every Roller to feel that NextRoll is a place where they belong. So employees across the company have formed a variety of employee resource groups. All ERGs welcome allies.
Hiring Practices that Promote Diversity
Check out our feature with BuiltIn about how we reduce bias in our interview process. https://www.builtinsf.com/2020/07/17/reduce-hiring-bias
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
NextRoll covers 100% of premiums for all employees
Vision Benefits
NextRoll covers 100% of premiums for all employees
Health Insurance Benefits
NextRoll covers 100% of premiums for all employees
Life Insurance
Wellness Programs
RollWell is focused on the well-being of our Rollers (what we call our employees!) and provides unique programming each month including live-led meditation sessions, workout classes, and more.
Team workouts
NextRoll's team fitness initiatives include In-office yoga, In-office fitness classes, Sponsored race teams.
Mental Health Benefits
Free Calm App, wellness and mindfulness talks from David Perls (https://www.sfstress.com/about-david-perls)
Retirement & Stock Options Benefits
401(K)
Company Equity
NextRoll wants all of our Rollers to have a piece in our company's success and offer stock options that vest over a 4 year period, with a 1 year cliff.
Employee Stock Purchase Plan
Performance Bonus
We offer a structured performance bonus plan for many of our roles. Bonuses are paid out on a monthly, quarterly, or annual basis (role dependent).
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
It is up to our employees if they'd like to work in-office, flex (combination of in-office and WFH), or fully remote.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
NextRoll has our own Learning and Development team that creates training programs to help our Rollers further their skills.
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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