Customer Experience Operations Manager

Integration meets innovation

Celigo is a modern integration and automation platform (iPaaS) on a mission to simplify how companies integrate, automate, and optimize processes. Purpose-built for mission-critical processes, Celigo offers unique tools such as runtime AI and prebuilt integrations tailored to resolve the biggest integration challenges, making Celigo incomparably easier to maintain.

If you are passionate about solving integration challenges and believe that integration should be easy and simple for both technical and business users, then this is the role for you!

We are seeking a proactive and strategic Customer Experience (CX) Operations Manager with a strong focus on Professional Services. This role is deeply integrated within our Professional Services and Customer Experience teams, serving as a key business partner responsible for leading financial operations including bookings, revenue forecasting, and financial strategy refinement with a strong focus on the Professional Services function of the business.

Key Responsibilities:

• Financial Operations Leadership: Lead financial operations including managing bookings, revenue, and forecasting for the Professional Services function. Partner with finance and professional services leaders to implement and manage high-quality forecasting, planning, and budgeting processes.
• Strategic Business Partnering: Serve as a crucial business partner to the Professional Services leadership team, providing insights to help shape business strategies. Collaborate with the Go-To-Market Operations team to support both pre- and post-sales phases throughout the customer lifecycle.
• Process Improvement and Reporting: Oversee process improvements, detailed reporting, and analytical assessments to promote growth and scalability. Ensure successful implementation of new programs and tools across the professional services organization.
• Resource and Capacity Management: Work with and/or manage a team of PS managers to ensure effective use and adoption of PSA solutions for time tracking, capacity planning, and invoicing. Support practice management and resource management in maximizing capacity to staff customer engagements.
• Data-Driven Insights and Strategic Guidance: Provide data-driven insights on key performance indicators (KPIs) and standardized business metrics. Establish baseline metrics/reports to support the development of new practices and goals.
• Operational Flexibility and Collaboration: Demonstrate flexibility in supporting broader Customer Experience functions as needed, including Customer Support, Customer Enablement and Partner Success. Collaborate with leaders across these functions to ensure alignment and operational efficiency.

Qualifications:

• 7+ years of experience in a senior Professional Services operations role, or Success/Services Operations role at a fast-growth SaaS company.
• Strong understanding of financial operations and business metrics within a Professional Services and Customer Experience context.
• Experience using PSA applications and Salesforce; administration experience is a plus.
• Excellent communication skills and ability to collaborate with senior leadership and cross-functional teams.
• Strong analytical and organizational skills; experienced in managing detailed project plans and delivering results.
• Self-starter with the ability to independently seek information, solve complex problems, and engage meaningfully in both operational tactics and overall strategy.

Celigo reasonably expects to pay a base salary between $145,000 per year and $160,000 per year for this position.  Actual starting base pay will be determined by skills, experience, geographic location, and other non-discriminatory factors permitted by law.  Total compensation may also include variable incentives, benefits, or other perks as outlined in any formal employment offer made.

Why Celigo

• Celigo is a Visionary in the 2024 Gartner Magic Quadrant for iPaaS, a 2024 Gartner Customer Choice for iPaaS, a G2 iPaaS Leader, and a recognized leader in AI.
• Remote-first culture
• Competitive compensation 
• High-growth, collaborative, and inclusive work environment
• Starting with your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends
• Generous benefits package, including parental leave
• Monthly tech stipend
• Recognition opportunities

Diversity, Equity, Inclusion, and Accessibility

As a company, one of the values we hold most dear is fostering a safe, collaborative environment to bring out the best in us, so we created our Taking a Stand Initiative. Our TAS initiative is a volunteer committee open to all Celigans, with strong representation from underrepresented voices within our company. We believe, unequivocally, that everyone deserves to be in a place where they feel welcome as they are. Learn more about Taking a Stand.

Celigo is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, national origin, religion, creed, age (40 and over), disability (physical or mental), sex, gender  (including pregnancy, childbirth, breastfeeding, or related medical conditions),  sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, condition (associated with cancer, a history of cancer, or genetic characteristics)military and veteran status, or any other characteristic protected by applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Employees and applicants are also protected against retaliation.  Consistent with federal and applicable state laws, acts of retaliation against an employee or applicant who engages in protected activity, such as reporting discrimination or harassment or participating in the EEO process, whistleblowing, or the exercise of any appeal or grievance right provided by law will not be tolerated by Celigo.