Customer Operations Manager

Who we are

We’re Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?

Why would you love this job?

We are seeking a highly motivated and experienced Customer Operations Manager for our Solution Architect and Professional Services teams. The ideal candidate will have a strong background in process development, reporting, and a deep understanding of the sales cycle within the SaaS industry. You’ll be responsible for streamlining and automating processes, enhancing productivity, and be responsible for department reporting and analysis. You’ll work closely with regional leadership to align your skillset with the strategic direction of the organization by leading projects that improve efficiency, empower leaders with helpful insights, and contribute to Redis’ overall growth—all while supporting your career growth.

Key Responsibilities:

Reporting and Analytics:

Develop and maintain comprehensive reporting portfolios for Professional Services to track team performance and project progress.
Track and report on Solution Architect KPIs such as win rates and coverage at both the individual and team level
Own creation of quarterly business review decks for our Solution Architect and Professional Services teams
Establish and improve forecasting efficiency and cadence, surfacing up issues to regional Service Architect leadership
Handle on-going capacity planning for Solutions Architects and Professional Services, aligning forecasting with right-time hiring and quota goals.

System Enhancements:

Own maintenance and enhancements of our Professional Services project management system (PSA)
Collaborate with stakeholders to identify and implement system improvements and customizations by partnering with our System Operations team
Ensure data integrity and accuracy within Salesforce with regards to technical forecasting, user records, project management.
Manage account team alignment for the Solution Architect team.
Help facilitate new hire onboarding with regards to systems, account teams and alignment for our Solution Architects and Professional Services teams

Process Development:

Design and implement robust processes to streamline operations and improve efficiency relating to pre-post handovers, Technical Risk Reviews, POCs,
Design system process that translate to less administrative work and improve customer facing utilization of the Professional Services team
Attend regional staff calls, providing operational updates, collect field feedback and facilitate operational training
Monitor Solution Architect activity metrics to identify gaps in the technical sales cycle

What will you need to have?

Salesforce Expertise – Proven ability to understand and speak to capabilities and limitations within Salesforce including integrations, object structure, user interface, workflows and automation. Strong familiarity with a PSA system is preferred.
Data-Driven Decision-Making – Ability to analyze and present large data sets to identify trends and provide recommendations to regional leaders. You should be comfortable with with indexing, pivoting, querying, and other analytical techniques to uncover insights and drive data-driven decisions
Cross-functional collaboration skills – Strong interpersonal skills to work effectively with various departments, ensuring knowledge-sharing practices are well-integrated and aligned with organizational goals.
Process Oriented Mindset – Design and implement robust processes to streamline operations and improve efficiency as it pertains to Professional Services and technical sales process to drive regional standardization
Organizational Skills – The ability to manage multiple tasks and projects simultaneously while maintaining attention to detail is critical for keeping operations running smoothly
Curiosity and Continuous Learning – A desire to continuously learn and stay updated on industry trends, new analytical methods, and best practices in operation

#LI-Remote #LI-HG1 #LI-DNI

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.

Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.