Customer Operations Manager

Working at Thoropass

Thoropass makes it as easy to do the right thing as it is to check a box. Our team members believe that partnership lightens the load. Not everyone can be an expert at everything – lending each other support in areas of weakness strengthens everyone’s offering. We collaborate openly and enthusiastically; without ego.

What We Do

At Thoropass, we’re compliance experts so you don’t have to be. Pairing easy software that’s always getting smarter with expert guidance and continuous monitoring, we integrate into your process to prepare you to pass any audit, every year, with flying colors. Hundreds of growing companies use Thoropass’s compliance automation platform, expert services, auditors and partner ecosystem to get and stay compliant over the lifetime of their business. We offer SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS, and other infosec and privacy frameworks.

We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include: J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically and we’re poised for continued break-out growth in 2024 and beyond.

About the Role

We are hiring for a customer operations manager. You will be responsible for supporting process optimization, reporting and analysis of data aimed at generating insights for our Customer Success team and relevant company leadership.

This role will be reporting directly to our Director of Revenue Operations and will work directly with our Customer Success team, as well as cross-functionally with many other departments within our company.

What You'll Do

Performance Analysis:

• Analyze Customer Success (Cx) data, trends, and KPIs to provide insights and recommendations for improving sales performance.
• Develop and maintain Cx dashboards and reports to track key metrics and sales targets.

Process Optimization:

• Streamline and improve Cx processes to enhance efficiency and reduce friction in the sales cycle.
• Collaborate with Cx teams to identify bottlenecks and implement solutions for smoother operations.

Forecasting:

• Assist in creating accurate sales forecasts, revenue projections, and demand planning.
• Monitor and report on actual performance against forecasts and provide explanations for variances.

Data Management & Tool Administration:

• Maintain and clean CRM (Customer Relationship Management) data to ensure accuracy and completeness.
• Setup, maintain and optimize Cx specific tools including Salesforce, Totango among others.
• Provide training and support to sales teams on CRM best practices.

Enablement:

• Work with marketing and product teams to develop collateral, tools, and training resources that empower the Cx team.
• Support the onboarding and training of new Customer Success Managers (CSMs).

Reporting:

• Generate regular and ad-hoc Cx reports for various stakeholders, including senior management and sales teams.
• Analyze data to identify trends and opportunities for improvement.

Cross-Functional Collaboration:

• Collaborate with finance, marketing, and customer support teams to align strategies and initiatives.

Act as a liaison between Cx and other departments to address operational issues.

Skillsets/ Requirements

Previous experience

• At least 2+ years experience within Sales Operations or Customer Success Operations

Analytical Skills

• Data analysis and insight generation
• Proficiency in Excel and BI tools (e.g., Tableau, Power BI, SIgma)

Process Improvement

• Understanding of sales processes and methodologies
• Identification and implementation of process improvements

Revenue Forecasting

• Expertise in forecasting techniques and models
• Collaboration with leadership on sales trends and targets

Business Acumen

• Understanding of sales cycles and contract lifecycles
• Alignment of customer operations with business strategies

Data Management

• Management of large datasets with accuracy

Problem-Solving

• Quick identification of issues and effective solutions
• Strong critical thinking and proactive problem-solving

Attention to Detail

• High accuracy in data management and reporting
• Spotting errors and inconsistencies

Training and Development

• Training Customer Success or Sales teams on CRM tools and processes
• Development of training materials and resources

Change Management

• Experience in leading or supporting change initiatives
• Driving adoption of new tools and processes

Bonus Points

CRM Management

• Experience with CRM systems (e.g., Salesforce, HubSpot, Totango)
• CRM optimization and data integrity management
• Salesforce administration certification is a plus

Additional Technical Skills

• Proficiency in SQL
• Familiarity with other sales tools and software (e.g., Gong, Apollo, Salesloft)

LATAM Compensation:

• Competitive base salary
• Exceptional private healthcare
• Early equity in a fast-growing company
• Work-from-home model
• Unlimited PTO
• Home office equipment
• Monthly wellness and home Wi-Fi stipend