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Sales Operations Manager – Renewals and Customer SuccessMountain View, California, United States

Sales Operations Manager – Renewals and Customer Success

Mountain View | California | United States


Couchbase is seeking a Sales Operations Manager - Customer Success and Renewals to play a vital role in our Global Sales Operations team. Reporting to the Sr. Director of Sales Operations, the right candidate will be a seasoned team player with excellent cross-functional teaming and influencing skills, and experience supporting an Enterprise software sales cycle.

This position works in sales operations supporting Field Sales, working cross-functionally with the following organizations: Customer Support, Product Management, Engineering, Finance and Accounting. This role requires a unique combination of analytical skills along with an understanding of key business drivers. A successful candidate will be able to deliver insightful data reporting on a regular basis while efficiently managing cross functional projects, organizing tasks, and influencing business decisions across multiple functions. This role requires the ability to operate independently on a metrics driven team in a fast-paced dynamic environment.

  • The position will define, measure, analyze, implement, and control (DMAIC) all aspects of the customer success and renewal sales process.
  • Design, enhance and implement the infrastructure and business processes required to effectively track customer assets
  • Develop key metrics and a standard reporting cadence for the renewals business.
  • Work with the VP of Customer Success to define and report KPI's for the Customer Success organization
  • Project manage key IT system launches for tools that support a customer success organization, and the software license renewal process.
  • Assist with the development, and implementation of sales compensation and incentive programs.
  • Develop and maintain documented processes as needed
  • Deliver process training to field sales teams and cross functionally as needed.
  • Recommend ways to drive implement efficient processes with internal tools, documentation and technology
  • Develop, manage and publish best practices for the customer success and renewal teams
  • Assist in the preparation of Quarterly Business Reviews, Board Packages, etc.

Desired Skills and Experience
  • BA/BS degree in related field. MBA preferred.
  • Expert user of Microsoft Excel, PowerPoint and
  • Expert user of BI tools ie, Tableau, Power BI, Oracle, Others
  • Ability to distill large and complex data sets into meaningful business information
  • 5 years' experience in supporting an Enterprise field sales team, selling both direct and through partners
  • Excellent and effective communication skills (written & verbal)
  • Ability to provide guidance and innovate change and improvement within a fast-paced and dynamic environment
  • Proven ability to meet designated timelines while prioritizing - Self-directed, professionally assertive and self-driven
  • Strong process and program definition management skills (detail oriented)
  • Must be able to solve complex problems and manage multiple technical and business stakeholders
  • Experience and proven track record of working with cross functional and cross organizational teams
  • Strong collaboration & negotiation skills, showing ability to influence without ownership, gaining support and trust across the organization to achieve agreed upon business outcomes.
  • Outstanding project management skills and the proven ability to manage multiple complex initiatives in parallel.
  • A personal style that is viewed as open-minded and collaborative.

About Couchbase

Couchbase's mission is to be the data platform that revolutionizes digital innovation. To make this possible, Couchbase created the world's first Engagement Database. Built on the most powerful NoSQL technology, the Couchbase Data Platform offering includes Couchbase Server and Couchbase Mobile and is Open Source. The platform provides unmatched agility and manageability - as well as unparalleled performance at any scale - to deliver ever-richer and ever more personalized customer experiences.

The world's largest enterprises choose Couchbase for the most demanding web, mobile and IoT applications - companies like Amadeus, AT&T, Cisco, Comcast, Concur, Disney, Dixons Carphone, eBay, General Electric, LinkedIn, Marriott, PayPal, Ryanair, Viber, Tesco, United Airlines, Verizon, Wells Fargo, and hundreds of others around the world use Couchbase Data Platform for their interactive web, mobile, and IoT applications.

Couchbase's HQ is conveniently located in Mountain View with additional offices throughout the globe. We're committed to a work environment where you can be happy and thrive, in and out of the office.

At Couchbase, you'll get:

* A fantastic culture

* A focused, energetic team with aligned goals

* True collaboration with everyone playing their positions

* Great market opportunity and growth potential

* Time off when you need it.

* Weekly lunches and fully-stocked kitchens.

* Open, collaborative spaces.

* Competitive benefits and pre-tax commuter perks

Whether you're a new grad or a proven expert, you'll have the opportunity to learn new skills, grow your career, and work with the smartest, most passionate people in the industry.

Revolutionizing an industry requires a top-notch team. Become a part of ours today. Bring your big ideas and we'll take on the next great challenge together.

Check out our blog for more:

[EEO - US]

Couchbase is proud to be an equal opportunity workplace. Individuals seeking employment at Couchbase are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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