Revenue Operations Team Lead

  • Remote
  • Full Time
  • Experienced

As part of the Revenue Operations team, Unbounce is looking for an experienced Success Ops pro to be a strategic partner and trusted advisor to our Customer Success (CS) teams. This role works closely with CS leadership to execute on their strategic vision and is responsible for enabling stakeholders with data, tooling and process recommendations.

 

As the primary owner of the CS tech stack and operational roadmap, you will be immersed in our customer-centric priorities and supercharge the delivery of a best-in-class customer experience in a fast-paced, product-led SaaS environment.

 

A Little Bit About You:

 

  • You have deep theoretical and practical understanding of Customer Success concepts, best practices and how to measure them
  • You’re a systems thinker - you understand how data, tools, and business objectives intersect, and you love being the one to put it all together
  • You’re a data storyteller - you are comfortable with data analysis and visualization tools like Tableau, and can present complex ideas to a variety of audiences
  • You have exceptional communication skills and are a delight to work with. You can thrive in a hybrid remote workplace
  • You are an experienced project manager who can work well under pressure and juggle many tasks at once
  • You're dedicated to learning and growing, both personally and professionally, and stay up to date with industry trends and best practices  
  • You have experience in or are keenly interested in B2B SaaS technology and/or a startup environment
  • You’re curious and love investigating
  • You have 1+ years of experience as a team lead or similar
  • You have 3+ years experience working within Salesforce and/or Zendesk
  • You have experience with BI tools (eg. Tableau) and/or MS Excel. SQL experience is a plus


 

 


Your Key Responsibilities:

 

  • Work closely with CS leadership and project owners to execute on their strategic vision
  • Together with Revenue Ops peers, maintain and optimize the CS tech stack, including Salesforce, Zendesk, and Intercom
  • Act as team lead for our CS Operations functions, including Support Operations and Workforce Planning.
  • Collaborate with Revenue Operations leadership to build a scalable success operations roadmap
  • Create and maintain reporting and dashboards that support CS initiatives
  • Provide ad hoc data analysis and deep-dives on projects and initiatives, complete with strategic and tactical recommendations
  • Continuously refine Customer Success metrics and KPIs, and develop methods for forecasting and performance management
  • Ensure data flows correctly between CRM tools and data warehouse by working closely with the Data team supplying Sales and Customer Success with the data they need to be successful.
  • Collaborate with other departments and teams to proactively review and identify opportunities for customer success process improvements, remove process bottlenecks and improve overall efficiency.

What’s In It For You:

  • A remote friendly office with flexible hours - for this role we will consider all applications from those based in Canada with the option to work from our Vancouver office  
  • 4 weeks vacation plus Christmas Holiday Closure - you're entitled to the week of Christmas off with pay through to and including Jan 1st 
  • Vacation bonus - $1,000.00
  • 12 Personal Wellness Days (This includes: Personal day, Moving day, Sick day, etc)
  • Health and Wellness budget  - $500.00
  • WFH Allowance - $500.00
  • A paid day off for your birthday
  • One paid Volunteer day per year
  • All Unbouncers are encouraged to dedicate 10% of their time to Pro-D time

 

Unbounce Welcomes Everyone to Apply

At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you do this – when you bring your unique experiences, background, knowledge, perspective, and self-expression while embracing the same from others – we learn from each other, we innovate, and we co-create an environment where Unbouncers can do the best work of their careers. We’re bolder and more brilliant together.

We’re dedicated to ensuring each Unbouncers feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decision-making. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique. We have no tolerance for sexism, racism, xenophobia, homophobia, transphobia, ableism, ageism, or any other forms of hateful/harmful discrimination.

Please let us know if you require any accommodations or support during the recruitment process.

 

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