Senior Strategy & Operations Manager, Multiverse
Customer Success
More information about location
3 days a week in office
Upskilling platform for AI and tech adoption
Posted today
Upskilling platform for AI and tech adoption
501-1000 employees
Posted today
More information about location
3 days a week in office
501-1000 employees
Company mission
To equip the workforce to win in the AI era.
Role
Who you are
- Experience: 6+ years of progressive experience in GTM strategy, revenue operations, or a similar analytical role within a high-growth B2B technology company or consulting firm. Explicit exposure to supporting a CS organisation or time in a CS leadership role is essential
- Strategic Acumen: Demonstrated ability to think strategically about CS challenges and translate them into actionable plans and measurable outcomes
- Data & Analytics Expertise: Deep proficiency in handling and analysing large data sets, with expert-level skills in Excel/Google Sheets and strong proficiency in SQL for data extraction and manipulation. Familiarity with customer value metrics, NRR and account health scoring is key
- Exposure to CRM platforms like Salesforce, Gainsight and creating C-suite level dashboards is essential
- AI Acumen & Experience: Familiarity with the landscape of AI-driven GTM tools, including (but not limited to) predictive analytics, sales intelligence platforms, conversational AI, and automation solutions
- Project Management: Strong project management skills with a track record of successfully leading cross-functional initiatives involving Sales, Customer Success, Finance, Product, and Marketing teams
- Operational Excellence: A strong understanding of CS processes and operational thinking; you can independently tackle complex problems, iterate quickly to solutions, and document them clearly for diverse audiences
- Communication & Influence: Exceptional communication skills, capable of explaining complex analyses simply to stakeholders across all levels, departments, and between technical and non-technical colleagues. Proven ability to influence decision-making
- Collaborative Mindset: A positive-sum mentality, equally enthusiastic about rolling up your sleeves to get something done and reflecting on the bigger picture. You thrive in a diverse, distributed team environment
What the job involves
- As we continue our rapid expansion, we're looking for a highly skilled and strategic Senior Sales Strategy & Operations Manager to join our Revenue Strategy & Operations team
- In this pivotal role, you'll be instrumental in building core CS operating principles, driving revenue growth, and building the scalable infrastructure
- This is an exciting opportunity to significantly impact our go-to-market strategy and operational excellence within a high-growth environment, supported by a wider ROps team
- This role will report directly to the Director of Revenue Strategy & Operations
- Strategic Partnership & Advisory: Collaborate closely with our CS leadership to develop and refine pre and post sales strategies, leveraging deep insights and analytics to identify new growth opportunities and enhance customer value
- Play an active role in Annual Planning, Productivity Modelling and Compensation Planning: Build detailed models to assess CS capacity and partner closely with Finance to build multi-year scenarios. Design and roll-out compensation and incentive plans and evaluate their cost implications. Collaborate with senior GTM and Finance stakeholders to execute the planning process on time
- Account scoring and CS territory management: Maintain and develop our account strategy, utilising multiple data sources to build a scalable CS Tier score that includes a TAM assessment, ensuring the strategic allocation of our priority accounts
- Performance Forecasting & Optimisation: Own the development and execution of accurate risk forecasting, NRR and churn prediction, and optimising CS leading indicators. Implement strategies and processes to improve predictability and achieve CS targets
- Data-Driven Insights & BI Enablement: Lead analytical projects, defining key metrics, identifying trends, and pinpointing areas for improvement. Design, build, and maintain robust business intelligence dashboards and reports for C-suite and executive-level reviews (e.g., QBRs)
- CS Operations & Tech Stack Leadership: Partner with our GTM Systems team to build, optimise, and iterate on our CS operations and technology stack (e.g., CRM, enablement tools, workflows, analytics). Identify and implement improvements to existing processes to enhance CS efficiency and productivity
- Proactively identify opportunities to integrate and optimise AI and automation solutions within our GTM tech stack to streamline repetitive tasks (e.g., data entry, lead qualification, email automation) and improve overall productivity and customer satisfaction
Salary benchmarks
Our take
Multiverse is on a mission to equip the workforce to win in the AI era. That means helping people at all stages of their career gain the tech, data, and leadership skills needed to thrive in an age of rapid automation and AI transformation.
Multiverse positions itself as the upskilling platform for AI and tech adoption, partnering with over 1,500 companies across the UK and US (including Google and Facebook) to deliver a new kind of learning. This approach is grounded in applied, work-based training designed to deliver measurable outcomes. And these apprenticeships are open to individuals of any age or career stage and focus on critical capabilities in AI, data, and tech skills.
And the impact is real. Multiverse learners have driven over $2B in ROI for their employers by directly applying their skills to improve productivity and performance. The company's success is not only reflected in its outcomes, but also in recognition, having secured significant funding in 2022, bringing its post-money valuation to $1.7B and cementing its status as the UK's first EdTech unicorn.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
70 people
Gary, Chief Learning Officer
Our mission
Unlocking economic opportunity and potential for individuals and orgs by closing skill gaps through measured, applied, guided and equitable learning.Insights
Company
Employee endorsements
Opportunities to learn
"Whether that's the content in the course you are teaching of which you're developing a deeper understanding, weekly CPD (continuous professional..."
Funding (last 2 of 5 rounds)
Jun 2022
$220m
SERIES D
Sep 2021
$130m
SERIES C
Total funding: $414m
Company benefits
- Working from abroad
- Free access to Wellhub's Starter, Basic and Bronze plans (free gym + more)
- M-Powered long weekend to refresh and recharge
- A focus on wellbeing with access to Spill therapy support and Employee Assistance Programme
- 24 days holiday, 3 winter shutdown days plus 1 life event day and 2 volunteer days
- Full Medical Insurance coverage through Bupa, and your medical history is disregarded
- Life Insurance coverage through AIG. This benefit pays out 3x your base salary to your beneficiaries
- Our Cycle to Work scheme enables bike ownership with up to 42% savings
- Tech scheme: you can purchase new electronics, including accessories, up to £1,000, and spread the cost through 12 interest-free monthly repayments
- Workplace Nursery benefit is provided by Enjoy Benefits and is there to help employees with the cost of childcare at a nursery setting
Company HQ
Paddington, London, UK
Articles
Leadership
Euan Blair
(Founder & CEO)Prior to founding Multiverse, Euan was the UK CEO of Sarina Russo Group, an employment and training provider with more than 1,500 staff worldwide and a turnover exceeding £100 million.
People progressing
Peppa joined Multiverse in 2019 as a Senior Account Executive. Since then, they have held a number of roles and now serve as the Senior VP/GTM.
People breakdown
13%
11%
6%
68%
2%
Asian
Black or African American
Multiracial / Multiethnic
White
Unknown
Last updated on 10 September 2024
Diversity, Equity & Inclusion at Multiverse
Serena Vaughan (Career Mobility Lead)
- We want to be a leader in Diversity, Equity & Inclusion (DEI), so we’re working hard to drive the change we want to see in the world, inside Multiverse.
- Everything we do in the DEI space is undertaken with the goal of being representative of the geographies in which we operate – and our apprentice community. Gender diversity has been a long-term challenge for the tech world. We're proud that 55% of our UK Team identify as women, this increases to 64% of our Global Leadership Team (director level and above). We're also proud of our thriving LGBTQQIAAP community, comprising 11% of our UK Team.
- We're committed to improving the diversity of our workforce, at all levels. We continue to invest in early talent through our in-house apprenticeship scheme – something we know is a fantastic route into our organization for exceptional talent from a diversity of backgrounds.
- Last year we identified improving the diversity of our Global Leadership Team (director level+) internally as an area of focus. Steps that we took included introducing robust DEI monitoring processes, rolling out Inclusive Recruitment Training to all staff involved in the hiring, and launching our first internal, Global Leadership Accelerator program.
- We’re proud that in the last 12 months, the representation of colleagues from ethnic minority backgrounds at director+ levels, globally, has increased from 6% to 19%. This is good progress but we still have work to do and are committed to building a leadership team that is representative of our colleagues and of the communities we serve.
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