Revenue Operations Business Process Analyst (Customer Success)

    • San Francisco, CA

We’re looking for a process-driven Revenue Operations professional to join Asana’s rapidly growing international Sales, Customer Success & Channel Organization and support the team and our customers through developing and optimizing revenue-generating and customer success and channel systems and processes.  This role will focus on the systems and processes that support our Customer Success and Channel (partner) activities, and work closely with Sales, Customer Success, and Channel Managers, and Business Technology to improve upon these to match our next phase of growth.

Asana’s Revenue Operations team supports efficiency, velocity, and productivity of revenue-generating functions at scale, through the development and optimization of relevant policy, processes, systems, support, and data to help maximize the impact Asana can have on the world.

What you’ll achieve:

  • Optimize Salesforce while working with the business systems team to identify architectural improvements, especially focused on Customer Success, Channel Sales and account management activities.
  • Design elegant, simple (yet powerful) processes that make everyone’s life a little bit easier. 
  • Partner closely with our business technology team to continuously deploy enhancements in sprints, leveraging light scrum methodology.
  • Gather use cases, create detailed requirements, and develop scoring rubrics to leverage as Sales, Customer Success & Channel SMEs in large technical implementations
  • Build long-term relationships with internal counterparts to create collaborative partnerships.
  • Work with cross-functional (global) partners across Marketing, Sales, Customer Success, Channel, Legal, IT, and business technology on key initiatives.
  • Optimize and document processes within our quote-to-cash lifecycle.
  • Partner with Sales, Customer Success  & Channel Enablement for training and deployment of enhancements and large project implementations.
  • Coach and mentor new team members through a breadth of skills across a variety of projects and tasks related to running the business.
  • Light system administration of sales tech stack tools

About You:

  • 4-8 years of experience in customer success and/or channel operations and systems administration
  • Experience building Salesforce-integrated technology solutions, reports and dashboards and adjusting permissions, validation rules, and workflow rules
  • Familiarity with Outreach.io, Looker, Calendly and other Sales tools.
  • Familiarity with leading Account Management tools like Gainsight.
  • Familiarity with leading Partner Resource Management tools like Salesforce Cloud PRM.
  • Familiarity with managing Partner Programs, Partners and Distributors relationship in a tiered Channel program
  • Ability to identify gaps or areas of improvement in our overall processes and policies.
  • Ability to translate business problems into 1) technical requirements for technical audiences and 2) business impact conversations for non-technical audiences.
  • Ability to prioritize work while minimizing distraction
  • Ability to coordinate and manage potentially complex projects cross-functionally
  • Entrepreneurial, problem-solving, “find a way” attitude and team-player
  • Growth mindset: An openness to give and receive constructive feedback
  • High level of integrity, and empathy for Sales, Customer Success, and Channel  reps 
  • You are self-directed and can balance operating independently with direction checkpoints 
  • Customer-first attitude with a focus on problem-solving.
  • A deep, genuine curiosity for the business and how it works
  • SFDC Admin Certification

Preferred:

  • Previous experience working on SFDC integrations of systems supporting Sales, Finance, Customer Success and Account Management
  • Previous experience working on a high velocity, high output Customer Success  team
  • Previous experience working with kanban or scrum methodologies
About us
 
Asana is a leading work management platform for teams, on a mission to help humanity thrive by enabling all teams to work together effortlessly. More than 75,000 organizations and millions of users across 195 countries rely on Asana to focus on the work that matters, including Airbnb, Disney, KLM Air France, NASA, Uber and Vox Media. Our highly recognized culture spurs innovation and business results, and for the last two years, Asana has been named a Top 5 Best Place to Work by FORTUNE and one of Glassdoor’s Best Places to Work. Headquartered in San Francisco with offices in New York, Dublin, Sydney, and Vancouver, Asana is always looking for bright, collaborative individuals to be a part of our inclusive culture and help us achieve our mission.
 
Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of all educational backgrounds, gender identities and expressions, sexual orientations, religions, ethnicities, ages, citizenships, socioeconomic statuses, disabilities, and veteran statuses, and we'd love to learn about what you can add to our team.

Asana is a work management platform that helps teams orchestrate their work, from daily tasks to strategic initiatives.

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