Full-Time

Head of Revenue Operations

Posted on 10/11/2024

Kustomer

Kustomer

201-500 employees

Customer service platform for businesses

Consulting
Enterprise Software

Senior, Expert

New York, NY, USA

Strong preference for candidates in the New York Metropolitan Area (NY, New Jersey, CT) due to hybrid workspace in Manhattan.

Category
Project Management
Strategy Development
Business Development
Business & Strategy
Required Skills
Lead Generation
Hubspot
Salesforce
Data Analysis
Requirements
  • 10+ years of experience in revenue operations, sales operations, or a similar role within a high-growth SaaS environment.
  • 3+ years of experience managing and mentoring teams.
  • Proven success in aligning Sales, Marketing, and Customer Success operations to drive growth and efficiency in a high-growth SaaS business.
  • Strong analytical skills with the ability to turn complex data into actionable insights.
  • Hands-on experience with CRM systems (e.g., Salesforce, HubSpot) and other revenue tech stack tools - Sales Navigator, Outreach, Gong, etc.)
  • Excellent communication and collaboration skills with a demonstrated ability to lead cross-functional teams.
  • Strong understanding of SaaS business models and revenue growth strategies.
  • Ability to thrive in a fast-paced startup environment, with a high degree of ownership and accountability.
Responsibilities
  • Collaborate with Sales, Marketing, and Customer Experience leadership to develop and execute a cohesive revenue operations and enablement strategy.
  • Lead the enablement strategy to ensure go-to-market teams are equipped with training, resources, and tools that drive consistent performance and accountability.
  • Drive the alignment of goals, KPIs, and metrics across all go-to-market teams, ensuring consistency, enablement, and accountability.
  • Lead and mentor a team of cross-functional operations professionals, ensuring they have clear objectives, professional development opportunities, and the resources to succeed while fostering a culture of high performance, collaboration, and continuous improvement.
  • Conduct regular 1:1s and team meetings to track progress on goals and address any roadblocks.
  • Ensure the enablement team provides best in class learning and development opportunities, creating resources and programs that enhance team effectiveness.
  • Lead the evaluation, implementation, and management of systems and tools that drive revenue operations excellence (e.g., CRM, marketing automation, customer success platforms, data analytics tools).
  • Ensure system integration and automation for improved workflow and data synchronization across teams.
  • Manage relationships with key vendors and partners to ensure the continued optimization of the tech stack, delegating management of specific tools to your team as appropriate.
  • Own the end-to-end GTM reporting infrastructure, including pipeline forecasting, lead conversion rates, churn analysis, and upsell/cross-sell performance.
  • Establish a single source of truth for all revenue-related data across systems such as CRM, marketing automation, and customer success platforms.
  • Analyze performance data to provide actionable insights that support revenue growth and operational efficiencies.
  • Ensure that your team is managing reporting tools and delivering accurate, actionable reports to stakeholders.
  • Develop and optimize scalable processes that ensure alignment across Sales, Marketing, and Customer Success, with a focus on lead handoff, customer onboarding, and expansion opportunities.
  • Lead process improvement initiatives to increase efficiency, reduce friction, and improve collaboration between teams.
  • Standardize the creation and execution of revenue-driving campaigns, including lead generation, nurturing, and customer retention.
  • Collaborate with team members to document and refine processes across functions, ensuring alignment and efficiency.
  • Own and refine revenue forecasting processes in partnership with sales leadership to ensure accuracy and accountability across all revenue-generating teams.
  • Support pipeline management efforts, identifying potential risks or opportunities in real-time.
  • Provide recommendations for growth strategies based on data insights, including upsell/cross-sell opportunities and retention efforts.
  • Ensure that the team is effectively managing pipeline tracking, forecasting, and reporting.
  • Work closely with leaders from Sales, Marketing, Customer Success, and Finance to ensure alignment with overall company goals and strategic initiatives. Break down silos and think cross-functionally by default.
  • Serve as a strategic advisor to the President and COO and executive leadership team on revenue optimization opportunities.
  • Drive collaboration across the Revenue Operations and Enablement teams and other departments, ensuring shared goals are met and challenges are addressed.

Kustomer provides a customer service platform that helps businesses improve their customer interactions across various channels such as phone, email, chat, text, social media, and messaging. The platform allows for fast and personalized service by giving agents complete visibility into customer information, enabling seamless conversations. Kustomer incorporates intelligent automation and offers no-code customization, allowing businesses to quickly adapt to changes and maintain high service levels. Unlike many competitors, Kustomer focuses on serving growing brands that want to build strong customer relationships to enhance business outcomes. The company's goal is to improve customer satisfaction and operational efficiency through its subscription-based SaaS offerings.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$227.1M

Headquarters

New York City, New York

Founded

2015

Growth & Insights
Headcount

6 month growth

16%

1 year growth

30%

2 year growth

163%
Simplify Jobs

Simplify's Take

What believers are saying

  • Integration with WhatsApp expands Kustomer's reach to over 2 billion users.
  • KIQ Customer Assist improves operational efficiency by 45%, enhancing competitive advantage.
  • Recent $60M funding supports product development and market expansion.

What critics are saying

  • Increased competition from AI-powered CRM platforms like Salesforce and Zendesk.
  • Potential data privacy concerns due to integration with WhatsApp.

What makes Kustomer unique

  • Kustomer offers a unified timeline view for seamless omnichannel customer service.
  • The platform provides no-code customization for quick adaptation to business changes.
  • Kustomer integrates AI-powered tools like KIQ Customer Assist for enhanced service efficiency.

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Benefits

Holistic wellness, including physical and mental health services

Paid leave for new parents

Support for family planning, including adoption and surrogacy assistance, and baby cash to help with newborn expenses

Flexible spending account for dependent care so you can pay care expenses for a child or parent with pre-tax money

Personalized assistance navigating all of the information, resources, and programs available to support your family care needs

Competitive retirement plan

Life insurance and survivor support

Equity awards

Complimentary access to TurboTax

On-site or video tax consultations to answer your questions

Legal support through Hyatt Legal for you and/or your parents if you need it

Join a Life@ Club—or create your own. A unique program that supports you in building meaningful connections at Facebook

Join a Facebook Resource Group and be a catalyst for ensuring a fully inclusive and open environment that provides opportunities for everyone to contribute to Facebook’s success

Generous paid time off

A 30-day paid break every five years

Leave programs so that you can take the time you need to care for yourself or your family when you need it

INACTIVE