Mission Success Operations Manager

About the role

We are looking for a motivated Mission Success Operations Manager with a deep sense of ownership to lead and drive all aspects of building, maintaining, optimizing, and scaling processes for the Mission Success team. A successful candidate will help the Mission Success account teams across the SLED, Commercial, and National Security verticals by promoting increased focus on the success of our customers and decreasing operational and reporting tasks. This role reports to the Senior Manager of Customer Success and will work closely with all customer verticals in the Mission Success team (SLED, Commercial, and National Security).

How you’ll make an impact

• Build scalable processes for Mission Success teams, promoting consistency and decreasing response times to our customers and internal stakeholders. This role will focus on the post-sales journey.
• Ideate, build, roll-out, and maintain more team resources (e.g. dashboards and alerting).
• Navigate and partner with other teams to ensure integration of our systems of record (e.g. revenue operations).
• Inject AI and Automation into workflows to drive efficiency and improve our level of service.
• Own the outcomes of your projects, implementing them across a large organization of senior customer leaders and stakeholders.
• Keep a customer-first approach by learning and understanding our customer use cases and needs.

What makes you a good fit

• Ability to travel 10% of the time.
• Expertise in automation, Salesforce workflows, and data systems (e.g. databricks).
• Proven ability to implement AI in a scalable process.
• SQL and API experience.
• Ability to translate team needs into scalable, reliable processes.
• Proven track record of implementing new technology, agile development, and interfacing with technical teams to deliver on tight schedules.
• Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts.