Senior Manager, Revenue Operations

The Senior Manager, Revenue Operations is accountable for driving Operational Processes and Systems in support of the Revenue and Customer organizations. This includes Sales and Revenue processes as well as Scale Programs and Customer Success feedback programs for all sales-enabled customers. Reporting to the VP, Revenue Operations, you will be a key member of the leadership team, and will partner cross functionally with leaders across teams including Finance, Marketing, Sales, Product, Business Technology and all Customer Facing teams to drive improvement and scale in our processes and to deploy new processes to accelerate customer value. 

WHAT YOU’LL DO:

• Lead and guide the Revenue Operations function, building an operating framework to drive planning and partnership with the overall Revenue Organization. 
• Define and deploy new processes and systems to drive increased sales productivity and customer time to value and drive adoption. Build and refine operations to fit the current business and plan for future growth.
• In collaboration with  department leaders, use your experience and skills to help define and implement Revenue Operations processes aligning to Hootsuite’s overall strategy. 
• Focus on maximizing efficiency of business processes by analyzing current processes and techniques, leveraging your expertise in this area to make innovative recommendations for improvements, ensuring systems operate smoothly and align with company quality standards. 
• Evaluate, refine and identify areas of opportunity across our technology stack, processes and workflows that will enhance productivity and scale 
• Design, measure, and execute Hootsuite’s global scaled customer success strategy, delivering a digital first customer experience. This includes strategic planning and roadmap development, building recommendations informed by external best practices and industry trends, experience design, and continuous customer journey improvement.
• Analyze and monitor the customer journey, understanding how customers interact with Hootsuite’s success team, account specialist and customer account management teams, and identifying and communicating trends early such that our business can address challenges and/or seize opportunities to improve outcomes; regularly presenting progress and insights to senior leadership
• Partner with senior leaders in Sales, Sales Operations, Customer Success, Customer Support, Product, and Marketing to champion improvements in the sales and customer’s experience and build stronger alignment across all stakeholder groups
• Act as a trusted strategic advisor for internal leaders and stakeholder groups on all sales process and customer experience issues, opportunities and/or strategies
• Lead an Operations team, fostering a culture of collaboration, achievement, and continuous learning. Manage reporting staff, including selection, coaching, mentoring, development, performance management and all other people-management practices, including DE&I. 

WHAT YOU’LL NEED:

• Broad and varied experience in Revenue Operations
• Demonstrated and referenceable leadership experience, preferably in a high-growth and fast-paced SaaS environment. Experience in Social Media strongly preferred.
• Commitment to Results: demonstrating high performance, challenging self and others to consistently deliver results for Hootsuite’s customers.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs. Ability to interact with customers of all levels and industry backgrounds, from the C-Level to IT individual contributor.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs. Has proven Senior Management presence with a high degree of professional maturity and ability to manage and motivate diverse and remote teams.
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client expectations, client escalations, and negotiate resolution.
• Influence: asserts own ideas and persuades others, gaining support and commitment while mobilizing people to take action by leaning on ability to manage senior stakeholders. Simultaneously able to deep dive, obtain relevant data, and analyze effectively.
• Open Communication: clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding. Builds inclusive, cohesive teams which apply diversity to achieve common goals.
• Capably delivers results through others, demonstrated ability to establish clear direction and help others produce their best work.
• Identifies key issues and relationships relevant to achieving a long-range goal or vision. Builds an integrated plan for course of action to accomplish this vision.
• Challenges and supports others to create results but also develops new capabilities and expands the capacity of individuals on the team.

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.