CX Operations Manager (NYC)

| Greater NYC Area
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About Kustomer

Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built it’s platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.

Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage. 

It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Facebook. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure! 

About the Role

The Sales & CX Training Specialist will join a Sales Training & Enablement Team with responsibilities that include: quickly onboarding and equipping Sales team members for success, delivering impactful training programs, optimizing our sales methodology, identifying coaching opportunities, optimizing our sales & cx resources, and most importantly, equipping our leadership team with actionable insights. We are looking for a Sales Enablement guru who can partner with the Sr. Sales Training Manager, the Head of Revenue Operations, and the SVP of Sales to enable our Sales & CX teams to crush their goals. This role will be reporting to the Sr. Sales Training Manager.

You'll be responsible for:

  • Understanding what makes a great Salesperson/Sales Leader, by understanding their core competencies and skills and prioritizing which training programs should be delivered to up-level them
  • Spending regular field time with Sales, CX, and Sales Leadership to understand pain points, building deliverables to help meet needs.
  • Incorporating best practices of well-run enterprise sales cycles into regular and robust training programs to help our team get better at providing excellent customer support, selling, and beyond just getting better at product understanding.
  • Intimately understanding our sales process, value proposition, and sales methodology and delivering on-going and constructive feedback to sales & CS employees to make the teams more effective
  • Creating and administering engaging trainings, both live and for placement in our LMS, by partnering closely with cross functional teams across the business
  • Partnering with Sales & CS Leadership and other Enablement team members to ensure that all new members of the Sales & CS team are enabled on how to sell Kustomer, which includes developing programs, content, and certification programming
  • Partnering with Product Marketing and Product to ensure that all team members are kept up to date on our product enhancements, deliverables, and competitive intelligence
  • Keeping track of the latest of sales trends and approaches to develop “Tips and Tricks” to keep our sales team on top of their game
  • Reviewing and analyzing pipeline, adoption, and performance data with our Sales and Revenue Operations leadership to identify problem areas and develop programs to tackle and resolve those areas
  • Working with leadership to plan impactful Sales & CX events and trainings, including annual revenue kickoff to ensure that we Align, Inspire, and Educate the Kustomer Sales & CX teams
  • May involve handling sensitive personal data.

Your qualities:

  • 2 years of experience working in a Sales Enablement or Training role at a B2B, high-growth company, coordinating projects (or events) and resources
  • A high degree of organization, time management, and attention to detail
  • Familiar with modern and creative approaches to learning, including experience with learning reinforcement and gamification. Experience using the ADDIE Model is a plus. 
  • Exceptional writing and communication skills
  • Ability to problem solve on the fly
  • Self-starter mentality with a high degree of follow through - can own and take tasks through to completion
  • Interpersonal skills- ability to network inside the company and create relationships
  • Technically savvy with Sales Enablement software (Seismic, LMS Tools, Digital Curriculum building products) and G-Suite products (Calendar, Docs, Sheets, Slides/PowerPoint, etc.). 
  • Technically savvy with Sales Tools (SalesForce, Outreach, Sales Navigator).
  • Experience with building training evaluations & certifications is a plus.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Learn More About Kustomer:


 

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Technology we use

  • Engineering
  • Product
  • People Operations
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • ElasticsearchDatabases
    • MongoDBDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • Big QueryAnalytics
    • FigmaDesign
    • MiroDesign
    • PhotoshopDesign
    • TrelloManagement
    • Github IssuesManagement
    • SlackCollaboration
    • ZoomCollaboration

Location

New York, NY

An Insider's view of Kustomer

What are some social events your company does?

We've started a tradition we refer to as Kamp Kustomer - a yearly in-person retreat where we come together in fun locations like the Poconos to reconnect, build trust within our teams, and collaborate. It's a great chance to unwind from the daily routine and we always return with renewed energy and focus.

Catherine

Senior Technical Writer

What projects are you most excited about?

I am eager to work on the most complex use cases of our clients. These opportunities are where I can best demonstrate my skills and the power of the Kustomer platform. As a customer service-focused platform, Kustomer offers endless possibilities, and it’s rewarding to see the memorable customer service experiences our clients are able to create.

Megied

Solutions Engineering

How has your career grown since starting at the company?

Something that I’ve learned during my time at Kustomer is the power of embracing your team’s knowledge. As professionals in the workforce, we’re often pushed into thinking that we need to know everything and work in a silo. Everyone at Kustomer embraces collaboration and supporting each other through their projects. It’s very special in that way.

Lauren

Customer Success Manager

What unique initiatives do you have that encourage innovation?

Kustomer's new path forward brings generative AI advancements to the platform. Generative AI's new approach to building personalized context in our features leverages inputs and outputs within our data. A core tenet of ours is building these features in a responsible and ethical way by respecting privacy and security principles above all else.

Patrick

Software Engineering Manager

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 50+ people to Kustomer in 2023! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

Chief People Officer/ Chief of Staff to the CEO

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
OKR operational model
Pair programming
Remote work program
Diversity
Mean gender pay gap below 10%
Diversity employee resource groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Kustomer hosts a holiday company outing annually.
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within

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