Growth Operations Manager

| Greater NYC Area
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About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences– not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $173.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the Role

Kustomer’s Go-To-Market Operations Manager will be responsible for the strategy, reporting, planning and analysis of all SDR initiatives as they relate to our company goals. You must be driven to innovate, experiment, measure and optimize every step of the customer journey and pipeline with scalable processes for enterprise and SMB demand generation and appointment setting. You will also conduct complex data analyses that will be used to inform strategic decisions by stakeholders from across the company.

Responsibilities:

  • Collaborate with sales development, marketing leadership, and third-parties to design and build the foundation for programmatic Account Based Marketing, high velocity commercial demand generation, and Sales Development operations to increase productivity, operational efficiency, and pipeline generation
  • Coordinate the lead flow and the long-term plan for the critical path of data about prospects and customers from a Marketing and BDR perspective
  • Create and automate a scalable process from lead conversion to qualification and opportunity development to maximize efficiency across the entire pipeline/funnel
  • Guide the planning process with dashboards, reports and other analysis to remove friction, accelerate pipeline and grow revenue. Define, manage, and provide insights on key performance indicators across a range of segments and go-to-market teams
  • Manage the outbound processes and vendors to enable outbound prospecting initiatives
  • Drive continuous improvement through standard operating cadences including weekly forecast and metric reviews in addition to monthly and quarterly go-to-market business reviews
  • Support annual planning cycles including goal setting, coverage modeling, territory design, and providing pathways to achieving the financial plan
  • Perform strategic product, market, and customer analyses to identify new growth drivers or opportunities for improvement
  • Negotiate contracts and coordinate internal legal projects around upcoming vendors
  • Ensure communication of priorities, projects/programs, and results to leadership and the larger team

Your qualities:

  • 3+ years experience in sales or marketing operations in SaaS companies
  • Advanced functional knowledge of Salesforce (e.g. field creation, validation rules, formulas, flows/Process Builder)
  • Functional knowledge of Outreach or a similar tool
  • Experience working with SDR/BDR teams and creating and executing processes for effective prospecting for those teams
  • Demonstrated experience of analyzing and improving the top of the funnel
  • Passion for innovation, experimentation and optimization across the customer journey and pipeline
  • Mastery of Excel or Google Sheets
  • BA/BS degree in Marketing, Analytics, Business, or related field

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
    • AWS (Amazon Web Services)Languages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • Github IssuesManagement

Location

New York, NY

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! 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

VP, People

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
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
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