Operations Lead, Customer Success

Inkling - San Francisco, CA (30+ days ago)4.0

The Customer Success department is focused on all aspects of delivering Inkling’s breakthrough solution to target customers. Members of the Customer Success teams work together in a project-based environment that has a significant consultative sales component to ensure that customers receive full benefits from our solution.

The Operations Lead is responsible for coordinating and improving the efforts of the Customer Success organization. He/she will work closely with the Vice President of Customer Success to analyze the financial performance of the Professional Services organization, assist with resource planning and collect insights across projects. The ideal candidate will be detail-oriented, organized and reliable. He or she must be able to handle multiple priorities, be very flexible and work well with others with minimum supervision.

What you’ll do:
  • Manage delivery of third party content ingestion providers including scoping, bidding and billing of these services
  • Assist with scoping and bidding of other 3rd party services including translations, custom widgets and integrations
  • Forecast and manage staffing needs across Inkling projects
  • Design, run and analyze financial reports measuring Professional Services’ utilization, billings and margin
  • Help extract insights from various customer projects to assist with Sales and Marketing efforts
  • Compare customer usage of Inkling to contracted licenses and identify opportunities for upsell
  • Partner with VP Customer Success to identify other opportunities to improve the operations of the Customer Success Teams
What we look for:
  • Proven track record of managing resources across engagements or projects, preferably in the consulting industry
  • 5+ years of project management experience
  • Advanced Excel skills
  • Experience with Tableau or other data visualization tool a plus
  • Demonstrated initiative in an unstructured environment with multiple projects and priorities
  • Proven ability to work in a team environment
  • BA/BS degree
What we offer:
  • Flexibility - we’re respectful of “Make Time
[http://www.paulgraham.com/makersschedule.html]” for members on our team who need to be heads down and expect that our team members can figure out how and when they work best
  • Uncapped PTO
  • Full suite of medical/dental/vision benefits (premiums paid at 80% by Inkling)
  • Catered lunch and snacks served daily (dinner is on us if you’re working late)
  • Monthly wellness reimbursement
  • Monthly cell phone/data reimbursement
  • Pre-tax dollar benefits (401(k) program; commuter assistance)
  • Beautiful office in the heart of the Financial District, just a few blocks from Montgomery BART station (also, we have a roof garden - hello, lunch al fresco!)