Senior Program Manager, Revenue Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the execution of strategic Customer Success initiatives that involve cross-functional changes, uncertainty, high-level decisions, and transition to regular operations.

• Manage the complete delivery cycle, which encompasses requirements gathering, timelines, user acceptance testing (UAT), quality assurance, training, and launch.

• Collaborate with stakeholders from Customer Success, Support, Product, Finance, Legal, and Sales to clarify business requirements and deliverables.

• Assess processes and systems, pinpoint areas for enhancement, convert business needs into scalable solutions, and facilitate implementation.

• Create and implement Customer Success processes, playbooks, and standard operating procedures (SOPs); develop scalable operational models and transfer ownership to Revenue Operations.

• Collaborate with Enablement on the rollout, training, and adoption initiatives.

• Manage timelines and resource allocation in conjunction with RevTech, Salesforce administrators, and developers; escalate any conflicts and delays.

• Lead communication with stakeholders and resolve conflicts among Customer Success, Sales, Finance, and Legal teams.

• Propel Customer Success milestones, readiness, and operational transitions during enterprise transformations.

• Define success metrics and monitor adoption rates and business outcomes.

⛳️ Requirements

• Over 6 years of experience in a revenue or customer-facing operations role, such as Customer Success, Account Management, Support, or Sales, with a focus on executing strategic initiatives.

• Proven experience in implementing new technologies, workflows, and processes within a post-sales or Customer Success environment, including renewals, onboarding, adoption, or customer health programs.

• Experience in developing a business case and gathering requirements across multiple departments including Customer Success, Sales, Finance, Marketing, Product, and Legal.

• Ability to set targets and KPIs for a business case and assess change adoption and value delivered.

• Experience in executing changes within Salesforce and integrated tools, collaborating with administrators and developers.

• Practical experience with Gainsight and Gong, including Gong for forecasting purposes.

• Proficient in establishing timelines, coordinating resources, and guiding executive stakeholders through decision-making processes.

• Comfortable utilizing AI tools to enhance workflows, boost operational efficiency, and expedite program delivery.

• Strong written and verbal communication skills, along with excellent organizational abilities and attention to detail.

• Ability to thrive in a dynamic, fast-paced environment and develop innovative working methods with business partners.

🏝️ Benefits

• Equity may be available.

• Comprehensive benefits program.

• Commitment to equal-opportunity employment.

• Reasonable accommodations provided for qualified employees with protected disabilities.

• AlphaSense does not require candidates to pay for job applications, equipment, or training.