Improve and standardize Business Operations efficiency (85% of your overall time each day)

• Conduct organizational studies and evaluations, design systems and procedures, conduct work simplification and measurement studies, and prepare operations and procedures manuals to assist management in operating more efficiently and effectively.
• Observe and identify opportunities to improve production methods, coordination of people & resources (ex: ticketing and customer onboarding) as well as strategic planning.
• Ideate with various department heads on improving operations, building new solutions, and organizational changes.
• Develop and share underlying logic of how data is engineered. This will allow the company to programmatically analyze how changes and new initiatives affect the quality of our cross-functional work and our customers’ experience.
• Own and share dashboards in Mode Analytics using SQL to evaluate usage data by customers who are on Startup pricing. This will help the company understand how much each customer uses Flatfile and to what extent so that the annual Agreement can be renewed at a higher annual contract value upon expiration.
• Build and maintain reports in Business Intelligence tool (Mode Analytics) using SQL to evaluate if "Bug" tickets are getting resolved within the acceptable timeline.
• Evaluate performance issues and provide recommendations.
• Exhibit high accountability for business objectives set to support growth regarding the Quality of the Flatfile Platform Lead and continue to redefine the relationship between Go To Market teams and Engineers to ensure customers are having the best experience possible
• Uphold strict SLA’s across multiple teams and deadlines. Help triage issues where necessary.
• Define cross-functional processes and iterate relentlessly with various functional stakeholders.
• Design & improve systems and procedures across: Linear (Ticketing System)Zendesk (Support System)Salesforce (Sales Systems)Sisense (BI System)Mode Analytics (Query System)

Sales specific responsibilities (5% of your overall time each day)

• Qualify, negotiate, and close leads who have less than 5 employees and qualify for Startup pricing.

Support specific responsibilities (5% of your overall time each day)

• Answer customer questions and document their product issues that come through Customer Support System (Zendesk) every day with the goal of maintaining quarterly customer satisfaction rate at above 90% based on customer feedback.

Success specific responsibilities (5% of your overall time each day)

• Support the post-sale process with new customers to help them complete integration of Flatfile and use the product in its full capacity. The goal is to establish a post-sale process that ensures at least 2 new Flatfile customers complete their integration every week.

Requirements:

• Proven ability to deliver hands-on results and to scale impact
• A track record of building teams at successful companies
• Proficiency in cross functional business & management principles involving strategic planning
• Analytical mindset with ability to think at a systems-level
• 3-5 years working in SaaS industry
• MBA or Master’s degree in a technical field
• 2+ years of experience using SQL and Python / R to facilitate decision making through rigorous data analysis.
• Proficiency with common support and sales/marketing tools