Senior Customer Success Operations Associate at Collibra

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Meeting your future team:

Joining Collibra’s Customer Success Operations team:

  • Collibra is looking for a Senior Operations Associate to join the Customer Success Operations team. In this highly visible role, this position will partner closely with our leaders of Customer Advisory and Strategic Advisory on initiatives focused on driving customer success. The responsibilities include virtually every aspect to help our business improve customer satisfaction, increase production adoption, and reduce churn.
  • The Senior Operations Associate will report into our Director of Customer Success Operations whose team supports multiple stakeholders in the customer success organization including customer advisory, strategic advisory, onboarding, renewals, professional services, and support.
  • This is a cross functional and high-impact role that requires a keen sense of ownership and drive. You should have strong analytical and project management skills, enabling key business stakeholders to understand requirements, shape analytical deliverables, and drive solid execution. Your ability to collaborate and provide high-quality support to your Customer Success stakeholders is paramount to success.
  • As a member of this dynamic team, you will have the opportunity to play a key role in developing processes and analytics to drive key decision making within the Customer 
Sr. Customer Success Operations Associate's at Collibra are responsible for:
  • Provide project / program management for internal Customer Success projects and manage day-to-day Customer Success operations (e.g., system improvements, reporting and analysis).  Engage with our internal Customer Success leaders and users, identify their pain points and collaboratively solve for our “customers”.
  • Create organizational and operation efficiency for our Customer Advisory and Strategic Advisory teams including helping build coverage models, analyzing CS data models, and performance analytics. Collaborate with leadership and internal partners to drive effective cross-functional and cross-collaboration alignment to deliver CS-wide outcomes.
  • Work with the BI and Data Analytics teams to bring key, data-driven metric dashboards to the functions, and customer insights in the Adopt to Renew cycle.
  • Drive innovation, best practices and achievement of strategic objectives.
  • Cultivate and leverage relationships with business stakeholders to influence, drive consensus, and resolve conflicts. Collaborate with Sales, Customer Success, Enablement, Product, Marketing, Sales Operations, Legal, Procurement, Finance and IT.
You Have:
  • 4+ Years working in Customer Success Operations or Sales Operations, program management and client relationship management/customer success experience is a plus
  • 2+ years CSM/Sales tool experience - Salesforce required; experience in CS platforms such as Gainsight is highly desirable
  • Proven track record of managing multiple concurrent projects/programs and successful delivery in a cross-functional environment
  • Strong business acumen and analytical skills, including written communication and presentation development
  • Ability to navigate ambiguity in a fast-paced environment and prioritize multiple work threads to maximize impact
  • Demonstrated ability to influence management, teams and individuals across multiple functions within the organization
  • Bachelor’s degree preferred
You Are:
  • Strong analytical thinker with interpersonal skills to influence, maintain strong relationships and collaborate at all levels
  • Consultative and a problem solver, demonstrating good judgment in obtaining solutions to make the programs and strategies successful
  • Known for your integrity, compassion, and a trusted business partner. Curious and positive with a passion to learn, innovate and improve
  • Flexible and nimble with the ability to embrace and drive change in a fast paced environment
  • Capable of breaking down complex problems and propose thoughtful recommendations
Measuring Success

Reporting to Collibra’s Director of Customer Success Operations, Sr. CS Operations Associate’s measures of success are:

  • Within your first month, you will...have the lay of the land, met with the team, your business stakeholders and cross-functional partners, have participated in onboarding training to get a foundation of Collibra and our strategy, learn about Customer Success’s current programs and systems, and identify some initial problems you would like to solve.
  • Within your third month, you will...examine and understand the full customer lifecycle at Collibra to drive continued results, begin to take ownership of reporting and analysis within our CS Ops team, and help identify key strategic insights to improve our business.
  • Within your sixth month, you will…have executed several new programs/processes to help achieve operational efficiency and effectiveness, have become a subject matter expert on critical CS systems and processes, be an invaluable partner and resource to CS leaders
Benefits at Collibra:

We strive to provide all Collibrians with competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefits programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax-advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, allyship & belonging and giving back.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Manager Racial Injustice training and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons – all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, employee rewards & recognition, development programs and more!
  • {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more snacks, catered lunches, team offsites and social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more)!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category.


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An Insider's view of Collibra

What’s the vibe like in the office?

There are a lot of options for when I want to be “distracted” from my work. The office has an amazing mix of personalities that blend together very well. It’s great to have exposure to the individuals who started this company, as well as the rest of the c-suite employees. The office is collaborative so it feels like your opinion actually matters.

Akil

Sales Development Representative

How do you collaborate with other teams in the company?

Cross-team collaboration within Collibra is integral to my position. As an FP&A Analyst, I act as a financial advisor to co-workers across different teams to ensure business decisions and their corresponding impacts help achieve not just Collibra’s business goals, but Collibra’s financial goals as well.

Billy

FP&A Analyst

How has your career grown since starting at the company?

Back in the summer of 2016, I started working at Collibra as an SDR. Fast-forward just two years, and not only have I had the opportunity to create a new account executive role, but I'm now the global sales leader for that team! Collibra is growing fast and there are loads of exciting opportunities available to those who want to work for it.

Jonelle

Manager, Junior Account Executives

What makes someone successful on your team?

The customer advisory management team looks for people who are determined to drive value for our customers. They’re people who build strong relationships, identify challenges, and love to find solutions. It’s why our customers love us!

Alexis

Manager, Customer Advisory Management

What are Collibra Perks + Benefits

Collibra Benefits Overview

We strive to provide all Collibrians competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefit programs to support the evolving needs of our changing workforce.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide bi-monthly lunch following our all-hands meetings.
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
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