TransferRoom is a hyper-growth B2B SaaS Marketplace on a mission to change the football transfer market for the better. We do this by empowering football clubs, agents and players to be successful in the transfer market by giving them real-time market intelligence and direct access to a global network of decision-makers.
TransferRoom is market leading and has become a must have for key stakeholders in football’s transfer market. It’s used by 700 clubs, including Man City, Liverpool and PSG, 400 agencies and 8000 professional players. It has empowered clubs and agents to facilitate over 4,000 transfers since launch in 2017.
Brief Intro To The Role
TransferRoom is looking for a Senior Sales & Customer Success Operations Manager to join us on our mission to change the football transfer market for the better. In this role, you will streamline sales and customer success processes, enhance CRM integration, improve renewal management, and ensure alignment between sales, CS, and finance teams, leading to increased efficiency and customer retention. This role will be reporting to the Director of Revenue Operations.
What You’ll Be Doing
Process Design and Optimization:
- Design, implement, and continuously improve sales and customer success processes to enhance efficiency and effectiveness.
- Collaborate with cross-functional teams to ensure alignment of processes across the organization.
- Monitor and refine processes based on performance metrics and feedback.
Sales & Customer Success Enablement
- Partner with the enablement team to develop and execute content strategies that support sales and customer success teams.
- Provide insights and tools to help the teams understand and deliver on their objectives.
- Assist in the creation of training materials, playbooks, and other resources.
Tech Stack Management (HubSpot)
- Administer and optimize HubSpot as the central tool for sales and customer success operations.
- Ensure seamless integration between HubSpot and other systems, maintaining data integrity.
- Develop and manage HubSpot workflows, dashboards, and reporting tools to support team activities.
Performance Metrics And Reporting
- Develop and maintain key performance indicators (KPIs) and dashboards for sales and customer success teams.
- Analyze performance data to identify trends, opportunities, and areas for improvement.
- Provide actionable insights to leadership for strategic decision-making.
Forecasting And Planning
- Assist in sales and customer success forecasting, pipeline management, and goal setting.
- Ensure accurate and timely reporting of sales forecasts and customer health metrics.
- Support leadership in strategic planning and resource allocation.
Collaboration And Communication
- Work closely with sales, customer success, marketing, and product teams to ensure alignment of goals and initiatives.
- Serve as a liaison between the operations team and other departments to facilitate smooth workflows.
Sales & CS Tech Stack And Tools
- Manage and optimize the use of sales and customer success tools, ensuring they meet the team's needs.
- Stay up-to-date with the latest tools and technology to improve team efficiency and effectiveness.
- Train and support team members in the use of these tools.
Customer Journey Optimization
- Work with customer success teams to map and optimize the customer journey, from onboarding through renewal.
- Implement processes to monitor and improve customer health and satisfaction.
Who You Are
- Minimum of 5 years of experience in sales operations, customer success operations, or a similar role within a SaaS B2B environment.
- Proven experience with HubSpot, including advanced knowledge of its CRM and reporting feature.
- Strong background in process design and optimization.
- Excellent analytical skills with the ability to interpret complex data and provide actionable insights.
- Proficiency in managing and optimizing CRM systems (especially HubSpot).
- Strong project management skills, with the ability to handle multiple projects simultaneously.
- Exceptional communication and interpersonal skills.
- Degree level qualification or equivalent experience.
What’s In It For You
- Employee assistance programme
- 25 days holiday plus bank holidays
- Life insurance
- Pension plan
- Enhanced parental leave
- Learning budget for everyone
- A generous employee Referral Bonus scheme
- Team building days and events
- Cycle-to-work scheme and an annual travel season ticket loan
- ‘Matched Giving’ programme where we donate when our employees donate
- We are a unique combination of a scale up with security
We are a fast scaling, category creating company with smart teammates who love what they do. With a unique combination as a scale up with security, we have an 80% Employee Satisfaction Score and a Likelihood to Recommend score of 8.
