Revenue Operations Specialist for Customer Success Team

About the company:

TaxDome is the #1 practice management platform for accounting firms in the US - we have grown over 100X in the last 5 years and serve tens of thousands of businesses globally with millions of end-clients.

About the team:

We are a US-based SAAS firm targeting the accounting industry. In other words, we use technology to solve business problems for accounting firms - we are not accountants.

Our team is 300+ people (in over 40 countries!) - we are a distributed team built on the principle of self-management.

Access to management - you will be working closely with the chief revenue officer (along with the sales team) in a collaborative work environment

Customers love us:

We have over 6,000 positive reviews online. When we go to trade shows, customers often say, “Where have you been, I’ve been looking for this for years!” In many ways, our product sells itself. Your job is to convey that benefit and expand our market share.

The Role

The role:

We are looking for a dedicated and strategic Revenue Operations (RevOps) Specialist to join our team with a specific focus on supporting and optimizing our Customer Success teams. This role is crucial for tracking and enhancing our Annual Recurring Revenue (ARR), Expansion Revenue, Lifetime Value (LTV), and for playing a pivotal role in decreasing customer churn. The ideal candidate will be responsible for managing several platforms ensuring the efficient set up of those and providing insightful reporting to drive decision-making and strategic planning.

Responsibilities:

• Develop and implement strategies to track and increase ARR, Expansion Revenue, and LTV while decreasing churn rates together with team leads.
• Collaborate with the Customer Success teams to identify upsell and cross-sell opportunities, ensuring a seamless customer experience.
• Assist Customer Relations teams with managing the data, preparing reports, tracking success of various initiatives along with the capacity planning.
• Master the functionality and application of tools used to enhance customer support and account management operations. Own a tech stack and be hands-on when it comes to integrating new tools.
• Conduct in-depth analysis of customer data to identify trends, opportunities, and areas for improvement.
• Generate regular reports on key metrics and insights related to revenue operations, customer health, and team performance to provide insights to the team.
• Lead the development and implementation of process improvements to streamline operations and enhance efficiency across teams.
• Own and manage the tech stack for Customer Success teams, integrating new tools and optimizing existing ones to enhance customer operations.
• Lead the hands-on implementation of systems and tools that improve customer support and account management workflows.
• Facilitate knowledge sharing across teams, ensuring learning and collaboration are not siloed.
• Align understanding on how to measure success of different activities through the CR department.

Ideal Profile

Qualifications:

• Bachelor’s degree in Business, Marketing, Finance, or a related field.
• Proven experience in revenue operations, CS operations, or a similar role, with a focus on SaaS or tech companies.
• Strong analytical skills and experience with CRM (Hubspot, Custify), revenue operations tools, BI tools.
• Basic knowledge of analytics to be able to run basic queries if needed or explain to the analytics team what exactly we need.
• Excellent communication and collaboration skills, with the ability to work effectively across different teams and levels of the organization.
• Demonstrated ability to develop strategies, translate them into initiatives, and track successful delivery.
• Deep understanding of customer lifecycle management, with a track record of improving customer satisfaction, retention, and growth.
• English - Fluent

Benefits:

• Work closely with the C-Level team
• Competitive compensation package
• Remote - flexible working location
• Professional development and growth opportunities

Work format: permanent independent contractor role, full-time, EST (New York time zone)

What's on Offer?

• Join a market leader within Software / SaaS
• Opportunity within a company with a solid track record of performance
• Attractive Salary & Benefits