Reporting to the VP of Customer Success, youll work cross-functionally with Sales, Marketing, Finance, Procurement, and Operations to ensure the company has the right tools, workflows, and insights to scale effectively.
This is part project manager, part systems owner, and part business analyst. Youll lead end-to-end implementations, integrate platforms like Salesforce, Intercom, Quicksight, create dashboards and reports, and drive process optimization across the business.
Key Responsibilities
Platform Ownership & Integration
Implement, configure, and maintain core business platforms: CRM (Salesforce), CS tools (Intercom/Zendesk), BI (Quicksight/Tableau), and others.
Serve as system administrator: manage configuration, user roles, workflows, and integrations.
Ensure data integrity and consistency across all systems; reduce silos and duplication.
Evaluate, procure, and integrate new tools as the company scales.
Data Analytics
Build and maintain dashboards and recurring reports for leadership and GTM teams.
Track and analyze key metrics: pipeline, revenue, churn/retention, customer health, support SLAs, and financial KPIs.
Define and maintain KPIs as a single source of truth; ensure alignment across teams.
Analyze ROI and build case studies to demonstrate impact and inform decision-making.
Leverage AI and automation to accelerate insights and improve reporting.
Process Optimization & Project Management
Lead end-to-end business application projects: from scoping and requirements gathering to implementation, testing, and adoption.
Map, analyze, and optimize cross-functional business processes (Customer Success, Sales, Operations).
Drive change management: document workflows, train teams, and promote adoption.
Manage project timelines, dependencies, and risks; deliver high-quality solutions on schedule.
Cross-Functional Enablement
Partner closely with GTM leaders to streamline forecasting, reporting, and operational cadences.
Support forecasting and planning processes, ensuring clean and accurate data.
Act as a trusted advisor to leadership on systems, processes, and data-driven decision-making.
Provide ad-hoc analysis and insights to inform strategy.
5-7 years of experience in Business Systems, Revenue Operations, or Business Applications roles (startup or scale-up experience preferred).
Strong analytical skills with the ability to analyze ROI, create case studies, and translate data into actionable insights.
Proven track record managing end-to-end systems implementations and cross-functional projects.
Strong, hands-on experience with Salesforce, HubSpot, Intercom, Zendesk, and BI tools (Quicksight/Tableau).
Experience with integration tools and understanding of APIs.
Familiarity with AI technologies and their application in business processes (advantage).
SQL knowledge or basic technical ability to query/validate data (advantage).
Excellent project management skills: able to juggle multiple projects and stakeholders with clear communication.
Strong interpersonal and leadership skills; able to influence across teams.
Comfortable working independently in a fast-paced, resource-constrained startup environment.
Proactive, self-starter with an ownership-driven mindset.
