Grid Operations Coordinator
ENERCON
Switching
Technical Account Operations Manager
Docker, Inc
full-time
Posted on:
Location: 🇨🇦 Canada
Visit company websiteSalary
💰 $120,000 - $150,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Docker
About the role
- Support the leadership team covering the Technical Account Managers, Sales Engineers and Renewals Teams to ensure the teams have the necessary tools, processes and data to achieve business objectives
- Act as the primary stakeholder for key GTM systems such as Gainsight and Opine and gain a deep knowledge of these systems to assist with implementation of automation, process improvements and new initiatives
- Work with the Renewals Leadership to ensure good forecast hygiene and accuracy
- Define scalable and repeatable processes and work with cross functional teams to ensure a positive post-sales experience for customers
- Document and adapt all processes to ensure alignment with evolving customer journeys, automation and internal workflows
- Serve as the internal expert for the tech stack, processes and projects for the Technical Account, Renewals and Sales Engineering teams
- Help manage GTM quota models
- Work alongside the Business Systems team and Analytics team to ensure availability and accuracy of customer data within Salesforce, Gainsight and other GTM systems
- Develop and administer reports, dashboards and analytics to track key performance indicators, drive operational efficiencies and support data-based decision making
- Track leading indicators of retention, renewals management, adoption, utilization, customer sentiment and survey results, and provide insights and recommendations based on this data to the leadership team
- Identify and implement continuous process improvements to enhance productivity and performance
- Assist in fiscal year planning cycle
Requirements
- 4+ years of experience in Technical Account / Customer Success Operations and/or Renewal Operations
- Experience working for a high growth software/SaaS company
- Prior experience in managing post-sales workflows, renewals forecasting, and translating data into actionable insights
- Knowledgeable in managing projects including writing project plans, business requirement documents and business summaries
- Track record of defining operational processes and collaborating with technology teams for successful implementation of projects
- Exceptional communication and interpersonal skills
- Technically savvy with Google Suite, Salesforce, Gainsight, Opine, ZoomInfo, Outreach and LinkedIn Sales Nav
- Ability to think strategically and translate business needs into actionable plans within a fast paced environment
- Comfortable and familiar with cross-functional collaboration
- Able to work autonomously, with a constant focus on building for the future
- Energy, enthusiasm, and love of building
- Experience with Sales Engineering and Solutions Architect teams (additional attribute)
