CS Revenue Operations Specialist
About the company:
TaxDome is the #1 practice management platform for accounting firms in the US - we have grown over 100X in the last 5 years and serve tens of thousands of businesses globally with millions of end-clients.
About the team:
We are a US-based SAAS firm targeting the accounting industry. In other words, we use technology to solve business problems for accounting firms - we are not accountants.
Our team is 300+ people (in over 40 countries!) - we are a distributed team built on the principle of self-management.
Access to management - you will be working closely with the chief revenue officer (along with the sales team) in a collaborative work environment
Customers love us:
We have over 6,000 positive reviews online. When we go to trade shows, customers often say, “Where have you been, I’ve been looking for this for years!” In many ways, our product sells itself. Your job is to convey that benefit and expand our market share.
The role:
We are looking for a dedicated and strategic Revenue Operations (RevOps) Specialist to join our team with a specific focus on supporting and optimizing our Customer Support and Key Account Management (CS/KAM) teams. This role is crucial for tracking and enhancing our Annual Recurring Revenue (ARR), Expansion Revenue, Lifetime Value (LTV), and for playing a pivotal role in decreasing customer churn. The ideal candidate will be responsible for managing several platforms ensuring the efficient set up of those and providing insightful reporting to drive decision-making and strategic planning.
Responsibilities:
- Develop and implement strategies to track and increase ARR, Expansion Revenue, and LTV while decreasing churn rates.
- Collaborate with the CS/KAM teams to identify upsell and cross-sell opportunities, ensuring a seamless customer experience.
- Collaborate extensively with sales, marketing, Voice of Customer teams to share insights on customer behavior, needs, and preferences gleaned from the Customer Success domain. Utilize this valuable information to guide sales strategies, inform marketing campaigns, and influence product development decisions, thereby driving comprehensive revenue growth.
- Master the functionality and application of tools used to enhance customer support and account management operations for revenue growth objectives
- Conduct in-depth analysis of customer data to identify trends, opportunities, and areas for improvement.
- Conduct thorough reviews of the customer churn journey to identify and understand key points of attrition. Develop and implement targeted improvements to processes and customer touchpoints to reduce churn and enhance overall customer retention.
- Generate regular reports on key metrics and insights related to revenue operations, customer health, and team performance to provide insights to the team.
- Lead the development and implementation of process improvements to streamline operations and enhance efficiency across teams.
- Stay up-to-date with the latest industry trends and technologies, applying best practices to our RevOps strategies.
- Facilitate knowledge sharing across teams, ensuring learning and collaboration are not siloed.
Qualifications:
- Bachelor’s degree in Business, Marketing, Finance, or a related field.
- Proven experience in revenue operations, CS operations, or a similar role, with a focus on SaaS or tech companies.
- Strong analytical skills and experience with CRM and revenue operations tools, with specific experience in Custify being highly advantageous.
- Excellent communication and collaboration skills, with the ability to work effectively across different teams and levels of the organization.
- Demonstrated ability to develop strategies, translate them into initiatives, and track successful delivery.
- Deep understanding of customer lifecycle management, with a track record of improving customer satisfaction, retention, and growth.
Work format: full-time permanent independent contract position, EST
Compensation: 25-40k usd per year, depends on the experience
Job Type: Full-time
Pay: $35,000.00-$55,000.00 per year
Schedule:
Work Location: Remote