The Services Operations Manager plays a key role in ensuring that the services organization delivers a world-class experience to our customers. Our close and effective partnership with our customers has been one of the most foundational reasons for our rapid growth. In this role, you will operate as a key thought and execution leader in the services organization, taking responsibility for the tools, content, and processes that we use to ensure customers are successful. Qualified candidates will have strong customer empathy and experience operating effectively within a fast-paced and high growth environment.

Responsibilities

• Drive the delivery of best practice collateral to customers and prospects.
• Manage the tools and scorecards that the services team uses to track customer activity and team success.
• Manage services team capacity and assignment of new engagements.
• Design, implement, and manage the training programs for new and existing team members. Build out and help deliver training and readiness content.
• Manage services participation in customer events.
• Design, implement, and manage the team scorecards.
• Manage the company’s customer rhythm, including the quarterly review that is attended by the extended leadership team of the company.
• Manage and optimize the services team hiring process.
• Manage the internal knowledge base used by the team.
• Design, implement, and manage collateral used by the team, such as templates and email pitch kits.
• Drive the shared account planning model with other teams around the company, including account management, account executives, product, marketing, and legal.

Your Background

• 5 years experience designing and driving operational processes in a complex and fast-paced business environment.
• Strong technical skills across a variety of tools (such as Excel, Salesforce, and other online tools). Expertise with database administration and programming is a strong plus.
• Strong analytical skills.
• Excellent communication ability.
• You are a recruiter! Highspot hires company builders; in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world.
  

Perks and Benefits

• Contribute significantly to building a great company, with great people.
• An environment where you are empowered to do your best work.
• Competitive compensation.
• Standing desks.
• Free lunch Fridays + all hands meetings.
• Full medical, dental, and vision benefits.
• Equipped with new Apple products.
• Great views of the Puget Sound in the heart of Seattle.

About Highspot

Highspot is a fast-moving company dedicated to making both sales and marketing more successful. We employ advanced technologies, included patented machine learning algorithms to:

• Simplify how marketing publishes content to sales. 
• Make it easy for sales to find, customize and use the best content at the right time. 
• Capture the end customer’s engagement with the content to help inform sales how to progress the opportunity and how marketing should evolve their library of content.
  

We have the high energy, growth and opportunity of a startup, combined with seasoned technical and business leadership. Topping it off, we have an enviable portfolio of existing customers ranging from SMB to the world’s most recognizable companies. The right recipe for a fantastic place to work!

Equal Opportunity Statement

We aim to build an inclusive workforce. If you’re passionate about this role, but do not meet 100% of the qualifications listed above, we still encourage you to apply. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.