Sales Operations Analyst (NYC) at Kustomer

| New York City, NY
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About Kustomer

Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built its platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.

Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage. 

It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Meta. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure!

About the role

Kustomer is looking for a Sales Operations Analyst to support the effectiveness and efforts of revenue operations at Kustomer.  This role is an integral part of the sales and revenue operations team, working closely with sales, marketing, and finance to report and analyze the business. You are  responsible for driving all data insights and analysis to assist leadership with strategic decision making. 

Reporting and Data:

  • Data hygiene: Ensure a robust, clean data foundation that consistently and accurately captures the information needed to support sales strategy & execution
  • Reporting: Build and maintain reports in Salesforce to support the sales organization and executive leadership
  • Collaboration: Work with customer experience, marketing, and finance to ensure that systems are capturing data in a whole and effective manner. Ideate creative solutions to solve difficult problems.
  • Enablement: Build processes & documentation to help other team members understand, accurately document, and use our sales data
  • Be a point of contact for data within Salesforce and share information from Salesforce accordingly (e.g., current activity about an account, questions about ARR of a customer, or who owns a renewal (“who owns what”)
  • Be the expert on contract generation and SKUs in our CPQ system and how each processes can impact recurring revenue 
  • Guide and define enhanced renewal processes in coordination with our Customer Success team members to ensure the customer lifecycle is seamless and viewable
  • Communicate the performance of the Sales and CX team to stakeholders - offering more than just reports, but insights to go along.
  • Conduct regular Sales and CX effectiveness analyses (using data from Salesforce and other sources)
  • May involve handling sensitive personal data

Tech Stack:

  • Support the search and evaluation of technology vendors to better enable our sales reps to achieve quota and grow the business
  • Support the implementation and ongoing effective use of new Sales and CX technology stack pieces
  • Work with Sales Enablement to document proper use of tooling, including documentation and onboarding procedures
  • Work on becoming a point of contact for our own Kustomer instance for internal GTM employees

Skills & Qualifications

The Sales Operations Analyst should have 2 years of experience in a go-to-market operations role, with particular experience in Salesforce. Our ideal candidate loves being the mastermind of data and processes, driving insights through analysis and keeping the team on track in a continuously evolving, growing business. The Sales Operations Analyst knows the B2B SaaS GTM funnel, through and through. You are familiar with all of the objects in Salesforce - and you know how they play together. Of course you’ll know your way around Microsoft Excel, as well.

Requirements

  • You have 2+ years of experience in a go-to-market operations role at a B2B SaaS company
  • You have experience with Salesforce
  • You have strong analytical abilities and a comfort with Excel
  • You are detail oriented
  • You are a self-starter and thrive in a dynamic environment
  • You have experience in managing projects with multiple stakeholders

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Learn More About Kustomer:


 
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • Github IssuesManagement

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

VP, People

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
Diversity
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within

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