Gong.io
Program Manager, Customer Success Operations
Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform™ empowers customer-facing teams to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Inc 5000 (#99), Forbes Cloud 100 (#28), LinkedIn Top Start Ups (#2), and Great Places to Work lists in 2021.
Gong is looking for a Program Manager to design, build, and measure scalable processes, workflows, and automations that enable our Customer Success team to deliver exceptional value to our fast-growing customer base. You have a passion for identifying business challenges and designing highly effective operational solutions, by building, experimenting, and iterating continuously. This person will report to our Director of Customer Success Operations and work collaboratively with the CS Operations team, Customer Success team, and cross-functional Go To Market teams. Remote candidates feel free to apply.
RESPONSIBILITIES
- Design and launch processes, workflows, and automations that drive internal efficiencies, uplevel the effectiveness of our Customer Success team, and deliver greater value to our customers
- Own the end-to-end process from ideation to execution, including requirements-gathering, design, build, measurement, and iteration
- Work closely with the Customer Success team to proactively and regularly identify challenges that require operational solutions
- Interface with our internal Operations and Development teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions
QUALIFICATIONS
- 3-5+ years in a Customer Success Operations role at a technology company, with demonstrable experience designing processes and automation
- Strong business acumen; able to translate high-level business challenges into detailed requirements and designs, and an ability to make strategic decisions for the post-sales organization
- Strong communication skills; able to collaborate with a variety of stakeholders including senior leadership and cross-functional teams
- Excellent organization skills; experience managing project plans, meeting deadlines, and proactively raising blockers or risks
- Passion for continuous iteration and experimentation
- Data-driven & analytical; able to use data to measure the business impact of solutions
- Gainsight experience preferred
PERKS & BENEFITS
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- For most plans, Gong pays 100% of the premiums for employees and 50% of premiums for dependents.
- 401K program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment
Gong is an equal opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.
#LI-REMOTE
- Founded
- Founded 2015
- Employees
- 201-500 employees
- Industry
- Internet Software & Services
- Total raised
- $130M raised
Program Manager