Head of Business Operations

Gainsight - San Francisco, CA (30+ days ago)3.8

Gainsight is the Customer Success company. Our best-in-class software platform helps your business grow faster by cutting churn, driving upsell, and fueling customer advocacy. With our product and evidence-based best practices, you'll communicate with customers more effectively, anticipate risk proactively, and transform your company around your customers' outcomes. Gainsight provides a 360-degree view of customers across Customer Success, Sales, Marketing, your executive team, and Product Management. Leading companies like Adobe, Box, and Workday are using Gainsight to drive company-wide Customer Success at scale.

Job Description Gainsight™ is a fast-growing technology company that is revolutionizing the way companies manage their customers. Gainsight has been recognized by Forbes as one of the top 100 private cloud companies in the world (2016 & 2017), Deloitte as #7 on the Technology Fast 500 (2016), Inc. Magazine as the 48th fastest growing private company in America (2015 & 2017), Forbes as one of America’s Most Promising Companies (2014), and by Fortune Magazine as one of 20 Great Workplaces in Tech (2014). We are backed by top-tier Silicon Valley investors such as Battery Ventures, Bain Capital Ventures, Bessemer Venture Partners, Lightspeed Venture Partners, Summit Partners, Salesforce Ventures, Cisco Investments and other top-tier Silicon Valley investors

What You'll Do:

2 Focus Areas:
  • Strategic Initiatives: Quarterback the most important company-wide initiatives in our annual strategic plan
  • M&A Integration: Quarterback the integration of acquisitions across functions to ensure they are successful
Among Strategic Initiatives, our Elements initiative will be a top focus:
  • Overall, ensure Elements is a raging success for our customers and prospects
  • Be the strategic quarterback
    • Develop points of view
    • Own the project plan
    • Ensure strong ownership from Steering Committee team members; hold others accountable for meeting deadlines
    • Anticipate interdependencies between functions; resolve conflicts
    • Ensure that work is assigned to the people on other teams that have the right skill set and knowledge to execute well
    • Ensure the appropriate level of time and energy commitment from each function
  • Run the Elements Release Cycle and drive to successful new releases
    • Own the outcome of each release
    • Set up the structures, systems, and policies in place to make the cycle effective
    • Solicit and deeply understand feedback on Elements from essentially all Gainsight functions, and run an approval process for enhancements to Elements
    • Ensure Elements enhancements result in changes to the work of all functions
  • Represent the Elements initiative externally, e.g. in speaking events, blog posts
Required skills What We're Looking For

  • Strong ability to work with stakeholders across multiple functions: understanding of different functions’ goals and how to merge those with company-wide priorities
  • Strong ability to work with executives: communication, presence
  • Driver mentality to ensure strong execution of cross-functional initiatives
  • Understand deeply the roots of a point of view, empathize, reconcile differing viewpoints to arrive at the right decision
  • Have an internal compass for the north star of the initiative: what are the top priorities, what is strategically most important
  • Develop a point of view about each strategic decision, and create an exec-ready, cogent argument for that point of view
  • Deliberate, methodical approach to working across functions
  • Ability to calmly and effectively manage through conflict
  • An ambassador: generates excitement, influences others successfully, and motivates commitment from others
  • Effectively brings issues and roadblocks to resolution and gains buy-in from others

  • Prior leadership experience in Business Operations, Sales Operations, Strategic Planning, Chief of Staff, or similar role
  • Proven success in leading cross-functional initiatives at a company at Gainsight’s stage
  • Reputation as someone who executives respect