Operations Specialist, Visier

• We are seeking a proactive and strategic contributor who thrives in a collaborative environment to drive impactful initiatives across our Customer Experience organization
• Reporting to the Chief Customer Officer, you will serve as a key partner to leaders across Customer Success, Professional Services, Tech Support, and Education, leading strategic projects and optimizing operational efficiency
• You have 3-5 years of experience in Customer Success / Professional Services / Revenue/Sales analytics, operations, or a similar role
• You never stop asking why we do things the way we do, constantly forming and testing hypotheses and validating all assumptions with data
• You are focused on value impact by leading an analysis with the question, “What problem are we trying to solve?”
• You understand the value of analytics and are eager to help drive process improvement and help stakeholders sophisticate how they use data to drive their decision-making
• You are insightful, resourceful, motivated, and find fulfillment by enabling others
• An entrepreneurial mindset that is comfortable dealing with change. Visier is a growing company, and we often iterate rapidly
• You can equally grasp the big picture and the various components working towards that end
• You are operationally minded, learn systems quickly, and naturally apply technology and systems to revenue-generating processes
• You have excellent verbal and written communication skills and are just as comfortable gathering requirements from non-experts as you translate those requirements to experts
• You have high EQ and enjoy/appreciate building relationships with stakeholders
• You have experience with Gainsight, Service Now, some Business Intelligence Tools (Tableau, Looker, Domo, etc.,) and Excel
• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

• As the Operations Specialist, you will be helping to scale Visier’s Customer Success (CS) and post-sale functions to achieve exceptional customer outcomes, maximize revenue retention, and fuel growth
• You will lead the development and implementation of strategic, scalable processes that enhance customer engagement, deliver measurable business impact, and solidify Visier’s position as a trusted partner
• Lead the planning and execution of cross-functional projects and strategic initiatives within the Customer Success organization, ensuring alignment with annual plans and long-term goals
• Act as a PMO for key projects, and directly manage others, driving projects from initiation to completion
• Align and monitor cross-functional projects and investments to ensure they are on track and delivering against strategic objectives
• Help implement operational improvements across Customer Success, Professional Services, Technical Support, and Education, focusing on efficiency and effectiveness
• Assist in the development and implementation of standardized processes that support our operations across department
• Utilize data to help monitor progress on initiatives that are meant to improve our operations
• Facilitate collaboration between Customer Success, Professional Services, Tech Support, Education, Revenue Operations, Finance, IT, and other departments to ensure alignment and effective project execution
• Serve as a trusted advisor to senior leaders, providing insights and recommendations based on project progress and operational data
• Build and maintain relationships with stakeholders
• Establish and maintain key performance indicators (KPIs) to track the progress and impact of strategic initiatives and operational improvements
• Develop and deliver regular performance reports, presentations, and operational support materials (e.g., risk reviews, project delivery status, QBRs) to senior management
• Drive operating cadence, and improve predictive measures
• Identify and investigate operational risks and opportunities, ensuring a proactive approach to problem-solving and continuous improvement
• Use operational data to identify trends and potential issues, and develop mitigation strategies
• Collaborate with Revenue Operations, Finance , CX operating leaders, and IT to ensure that systems and tools (e.g., Gainsight, ServiceNow, BI tools) meet the needs of the Customer Success organization

• We take mental health seriously
• Paid time off
• Self-care is not selfish
• Personal spending amount
• Financial support for home office upgrading
• Financial support for home internet and mobile phone costs
• Visier Gimes program for PTO
• Leadership and support training
• Career development & mentorship

Total funding: $261.5m

Gaining insights into workforces through people data is invaluable to businesses, allowing them to understand how to retain their hardest-working staff members, benchmark worker performance against competitors, and enable the growth of leaders within the organisation. While HR departments have access to some productivity tools that utilise people analytics, their fragmented and antiquated nature demands a more unified and future-proof solution.