Online Sales & Self Service Operations

The Self-Service Operations function is part of a team focused on building an easy self-service experience for our customers. The Operations team is accountable for owning and delivering all operational support required to enable a customer-facing self-service first team. This team is also the face of self-service for all internal sales and customer-facing teams.

Levels

Senior Analyst, Online Sales & Self Service Product GTM

This role reports to the Director, Self Service Growth.

Job Grade

The Senior Analyst, Online Sales & Self Service Product GTM is a grade 7.

Responsibilities

• Own, develop and execute on cross-functional process and cadence to bring account management product changes live to customers
• Partner with and serve as primary conduit for product management, sales, enablement, marketing operations, enterprise systems, sales operations and other cross-functional groups to deliver the best customer experience for new account management feature launches
• Proactively and reactively identify, analyze, troubleshoot, escalate, triage and resolve business-stopping customer-facing issues through partnership with engineering and product teams. Influence prioritization and overall severity of the types and categories of bugs identified
• Actively engage with sales and customer-facing teams to determine the best customer outreach strategy surrounding a new feature launch or customer facing issue
• Develop content and train our customer-facing teams on self-service systems and business processes. And build direct to customer content if required
• Partner with product to test new features and represent customer use cases prior to bringing to market Act as application expert for sales teams to bring questions and issues

Requirements

• 2-4 years experience in SaaS product operations or related field
• Demonstrated progressive experience supporting Sales / Customer Success / Account Management teams, preferably within an Enterprise SaaS organization
• Ability to convey complex information to non-domain individuals
• Strong analytical and problem-solving skills
• Resourcefulness to get things done cross-functionally, prioritize multiple projects, and project-manage
• Self-starter, detail-oriented and comfortable working in a fast-paced/dynamic environment
• Experience and knowledge of B2B enterprise SaaS tools (e.g. Salesforce, Zendesk, Drift)
• Lives and breathes process improvement and optimization
• Willingness to learn and use GitLab
• You share our values and work by those values

Performance Indicators

• Sales teams time back to selling. Achieved through: owning customer outreach strategy, single point of contact for sales, user acceptance testing to prevent production issues, effective sales enablement.
• Customer experience and adoption with new account management features.
• Issue resolution and customer-facing SLAs related to account management feature rollouts (e.g., time to resolution).

Analyst, Online Sales & Self Service Operations

This role reports to the Director, Self Service Growth.

Job Grade

The Analyst, Online Sales & Self Service Operations is a grade 6.

Responsibilities

• Develop and rollout frameworks, processes and metrics to support, stand-up and grow a newly created team
• Partner with enterprise systems, marketing operations, sales operations and other cross-functional groups to deliver the right tools, experiences and processes to optimize for self-service
• Build, monitor and maintain dashboards and reports, all the way from running the day-to-day of the business to ensuring executive visibility
• Proactively and reactively identify, analyze, troubleshoot, escalate, triage and resolve business-stopping customer-facing issues through partnership with engineering and product teams
• Actively engage with sales and customer-facing teams to identify customer self-service opportunities and gaps. Influence the self-service product backlog based on data, customer feedback and internal feedback

Requirements

• 1-3 years experience in SaaS operations or related field
• Strong analytical and problem-solving skills
• Resourcefulness to get things done cross-functionally, prioritize multiple projects, and project-manage
• Self-starter, detail-oriented and comfortable working in a fast-paced/dynamic environment
• Experience and knowledge of B2B enterprise SaaS tools (e.g. Salesforce, Zendesk, Drift)
• Lives and breathes process improvement and optimization
• Willingness to learn and use GitLab
• You share our values and work by those values

Senior Analyst, Online Sales & Self Service Operations

Job Grade

The Senior Analyst, Online Sales & Self Service Operations is a grade 7.

Responsibilities

• Extends that of the Analyst requirements
• Improve the self-service team’s effectiveness and efficiency and provide increased insights through data, automation, and analytics
• Develop content and train our customer-facing teams on self-service systems and business processes

Requirements

• Extends that of the Analyst requirements
• 2-4 years experience in SaaS operations or related field
• Demonstrated progressive Operations experience supporting Sales / Customer Success / Account Management teams, preferably within an Enterprise SaaS organization
• Ability to convey complex information to non-domain individuals

Performance Indicators

• Future experience (e.g. live-chat) OKRs (e.g., customer satisfaction score, first response time, first contact resolution, etc.) These measures need to be finalized based on creation of chat.
• Increased adoption of self-service solutions (buying & account management) driving increased customer satisfaction, efficiency and Rep productivity.
• Issue resolution and customer-facing SLAs (e.g., time to resolution).

Career Ladder

The next step in the Online Sales & Self Service Operations Job Family had not yet been defined.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

• Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters
• Next, candidates will be invited to schedule a first interview with the Hiring Manager
• Next, candidates will be invited to schedule 30-minute interviews with 2 immediate team members and 3 cross-functional partners
• Finally, candidates will be invited to schedule interviews with the hiring manager once more
• Additional details about our process can be found on our hiring page.

 

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