Senior Analyst, Online Sales & Self Service Product GTM

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.

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

• 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

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
• Candidates will take a short technical take home test.
• Next, candidates will be invited to schedule interviews 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 to review case homework assignment assigned during first Hiring Manager interview