Revenue Operations Associate, Brightflag

• We’re looking for a forward-thinking, tech-savvy problem solver to join our Revenue Operations team as a Revenue Operations Associate, Customer Success (CS)
• If you’re passionate about scaling operations, reducing inefficiencies and using data to drive better decisions, this is the role for you!
• 2+ years of experience identifying and delivering operational improvements, such as revenue operations, sales operations, or business operations
• Strong Salesforce proficiency required; SFDC Certified Admin is preferred
• Experience administering tech stack/tooling; we use Salesforce, Gong, and Zendesk
• Understanding of B2B SaaS customer success motions and best practices
• To have a track record of success in supporting go-to-market teams and driving efficiency. You thrive in high-tech, fast-paced environments and love using automation, data, and AI to drive better outcomes
• To be a problem solver: You are always thinking about ways to improve processes, and are able to deliver improvements through automation and other mechanisms
• Possess excellent communication and collaboration skills; experience working cross-functionally with CS, Sales, and Product
• To pay attention to the details and have a high bar for the quality of your work, in being extremely detail-oriented
• To be effective at managing multiple projects and competing priorities
• The ability to work around any limitations in personal knowledge, experience, technology or available information to ensure you’re accomplishing the task at hand

Desirable

• In this role, you’ll have an immediate impact by optimizing technology, automating processes, and improving reporting to make our CS team more efficient and effective
• This is a high-impact role offering you the opportunity to drive meaningful change, develop scalable processes, and enhance the overall customer experience
• You’ll work cross-functionally to drive key initiatives that support revenue growth and ensure the Customer Success team is equipped with the right tools, processes, and insights to succeed
• You will report to the Director, Revenue Operations and work closely with Customer Success leadership, including directors, managers, and team leads
• Identify and implement high-impact workflow improvements, including automation, that free up Customer Success Managers and managers for more strategic customer engagement
• Manage and optimize key CS programs including onboarding, internal Executive Business Reviews, call reviews, and ongoing training and development schedules
• Own Customer Success reporting and analytics, resource/headcount forecasts, and compensation plan administration
• Support key operating cadences, such as OKRs, ensuring alignment between CS strategy and execution, and the CS management operational cadence
• Improve the use of CS tooling to minimize manual work and enhance scalability, including leading trainings
• Own quality, cleanliness, and completeness of customer data to enable segmentation and targeted outreach
• Ensure Salesforce (SFDC) data integrity for accurate reporting and forecasting
• In the first 30 days, you will:
• Complete orientation and onboarding program, including training on Brightflag’s product, the Customer Success processes, and internal tools
• Meet with team members across the business to become entrenched in Brightflag’s mission and values; learn about key processes across go-to-market
• Gain a deep understanding of the Customer Success organization structure, roles, and responsibilities
• Find and fix your first operational bottleneck: Whether it’s an inefficient process, a reporting gap, or a tool that’s underutilized, you’ll implement at least one meaningful efficiency improvement that makes life easier for CSMs
• Create first 90 day plan, including OKRs
• By the end of the first 90 days, you will:
• Redesign key CS workflows to eliminate inefficiencies, ensuring Customer Success Managers spend more time driving customer value and less time on admin work
• Audit CS technology stack and usage to identify gaps and underutilized capabilities; develop a training session for the CS team on improved tool usage and best practices
• Shadow a Customer Success Manager onboarding cycle and develop recommendations for optimization
• Develop and prepare to implement a streamlined territory and book-of-business management process to ensure balanced customer assignments
• Develop a quarterly operating cadence with customer success leadership
• Recommend and develop a CS Ops roadmap outlining strategic priorities for the next 6-12 months