Revenue Operations Manager, CX Ops

The Position

CallRail is looking for a Revenue Operations Manager who is a strategic leader that will serve as the primary system administrator and lead the ongoing development and maintenance of our key Customer Experience Applications (currently ZenDesk, Five9, knowledge of Service Cloud beneficial). The ideal candidate will be responsible for executing the day-to-day configuration, support, maintenance and improvement of our service applications, guiding the business on how to operationalize new business initiatives best, build infrastructure to support new organization strategies and implement process improvements.

The Revenue Operations Manager reports directly to the Sr. Manager of Go-To-Market Systems and works closely with stakeholders to bridge the gap between business requirements and technology. A self-starter comfortable with ambiguity, strong attention to detail, and an ability to work in an agile environment. The ideal candidate for this role will be both detail and process-oriented. The Revenue Operations Manager should be comfortable with change management and governance and communicate, prioritize, and manage all aspects of an operational project.

What You'll Do

• The candidate will identify and implement process improvements in the customer experience domain.
• Administrate and configure Zendesk to meet the needs of the organization, including user management, ticketing workflows, automation, and integrations
• Provide new user accounts and manage licenses and permissions
• Manage, design, configure, test, deploy, and support the Customer Experience Applications comprised of Zendesk, Five9, Twilio, SurveyPal, and many other technologies
• Create, update, and manage tasks & stories in the project management tool to support day-to-day requests, system issues, and timelines
• Produce clear, concise process documentation for core support operations processes, including historical documentation of Customer Experience Application enhancements and releases
• Monitor any incidents/bugs within Zendesk and share them with the audience while taking ownership of the resolution
• Conduct regular audits to ensure data accuracy and compliance with internal policies and regulatory requirements
• Test and validate new processes in a sandbox environment before implementing them into a production environment
  
  

What You'll Need

• 3+ years of Zendesk or similar administration experience with in-depth knowledge of ticketing, live channel support systems, and API/App Integrations
• Certified Zendesk Support Administrator Expert
• 3+ years of experience configuring and managing a phone IVR, such as Five9
• You can communicate the vision, strategy, and status of projects to leadership and internal stakeholders
• Self-starter, self-motivated, able to work independently, prioritize effectively, and perform multiple tasks under minimal supervision
• Ability to meet deadlines, handle and prioritize simultaneous requests
• A basic understanding of Asana and LucidChart is preferred
• Deployment of Zendesk Answer bot, preferred
• Knowledge of Salesforce products, specifically Service Cloud and Sales Cloud
• Strong emotional intelligence
• Experience in SaaS
• Experience in a high-velocity, transactional business model
• Strong attention to detail, a flexible attitude, and a team player
• Strong sense of ownership and ability to meet deadlines
  
  

If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

Additional Perks

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Remote work from home options with $500 office stipend to set up your home office
• Designated bike storage
  
  

Learn more: https://www.callrail.com/about/

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).