Customer Success Operations Manager

at Puppet, Inc. Remote North America

Hi, I’m Aleksandra Koniuch, Manager of Customer Success Operations at Puppet,

I’m looking for a Customer Success Operations Manager to join our Revenue Operations (RevOps) team and support the day-to-day operations of our Professional Services business and our overall Customer Success team. As a Customer Success Operations Manager, you will be responsible for scheduling consulting and training engagements, reviewing Statement of Works (“SOWs”) and acting as the primary point of contact for our customers during the scheduling process. 

You will mainly support our Customer Success teams based in the United States however, you will be part of our global Customer Success Operations team and assist our teams in Australia, Singapore and Europe at times which will require working flexible hours between 7:00am and 6:00pm PST time. 

RevOps at Puppet consists of several teams whose collective goal is to drive business growth through operational efficiency and cross-functional insights for our Go-To-Market teams (Marketing, Sales, and Customer Success).  In addition to supporting day-to day Customer Success operations, you will work closely with other RevOps team members and across the organization to streamline and enhance our Go-To-Market processes. 

Meaningful work you’ll contribute  

  • Schedule consulting and training engagements including partnering with Professional Services management to assign consultants to projects and being the primary point of contact for customers, delivery partners, and internal teams during the scheduling process. 
  • Oversee the Statement of Work review process for professional services engagements including ensuring the technical review is completed, performing the legal/financial review using established guidelines, and escalating to legal and business managers as needed.
  • Set up and maintain projects in our Professional Services Automation (PSA) tool to ensure current and accurate data for customer delivery records, billing, and revenue recognition.
  • Review and approve Professional Services timesheets, expense reports, and partner invoices.
  • Coordinate and track internal and service delivery partner consultant onboarding, ongoing training, and skills.
  • Set up public training classes in our learning management system (LMS), Salesforce, and PSA for tracking of student registration, assignment of instructors, etc. using documented processes and instructions.
  • Process online purchases of public training including creating accounts and contacts and entering orders in Salesforce.

You are…

  • Detail oriented.  You understand details matter and ensure your work is accurate and high-quality.
  • An effective multi-tasker who can frequently switch between tasks, handle issues and interruptions, and prioritize appropriately without letting a single ball drop.
  • Proactive and solution focused. You take ownership for getting the job done, seeking guidance when needed, and you get a strong sense of satisfaction from helping solve problems.
  • A team player. You enjoy working across teams and across geographies and collaborating with others.
  • A skilled communicator with the ability to clearly and concisely communicate both verbally and in writing.
  • Scrappy and self-directed. You are skilled at working in a fast-paced, dynamic environment with minimal guidance and limited resources. You roll up your sleeves and get things done.
  • Customer focused, anticipating and taking action to meet internal and external customers’ current and future needs. 

Valuable experiences and skills you’ll bring to Puppet 

  • BS/BA degree AND 2+ years experience or equivalent combination of education and experience
  • Ability to learn and become a super user of Salesforce (CRM), FinancialForce PSA, Learndot (LMS), and other tools

Bonus, but not required (shout about it in your application if you have experience):

  • Prior coordination of professional services 
  • Prior experience with SOW or contract administration/management
  • Experience with FinancialForce PSA or other professional services automation (PSA) tools
  • Experience with Salesforce
  • Previous experience working in a technical business environment

We are hiring at various experience levels and we’re particularly interested in having a diverse team with a broad set of skills and viewpoints. If this seems like your dream job, but you’re not sure if you qualify, apply anyway!

*Visa Sponsorship

Please note, this position is not eligible for visa sponsorship.

About Puppet

Puppet’s core mission is to eliminate soul crushing work. We created the industry standard for managing infrastructure as code. And we didn’t stop there—our product portfolio has grown to help organizations automate across their entire software delivery lifecycle. With more than two-thirds of Fortune 100 companies using Puppet’s open source or commercial products, our code is helping power thousands of organizations across the world.

As the industry leader in DevOps solutions, we realize that our success is a collective effort; all made possible by the incredible people working here, our customers, partners, and Puppet community. Our culture is built on positivity, diversity, inclusivity and support—and we seek people who are resilient, entrepreneurial-minded, team players who continually strive to be incrementally better every single day. In our work together we aim to be curious, accountable, empathetic and, above all, collaborative. If this sounds like the environment you’d thrive in, why not say hello?

Learn more about Puppet by checking out the values we live by and the awesome benefits and perks we offer employees!

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact +1-877-575-9775 for assistance.

 

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PM16

An equal opportunity employer

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 877-575-9775 for assistance.

Staffing agencies: We do not accept unsolicited resumes. If you are not an approved Recruiting Partner and have not been approved to submit candidates for specific positions, we will not accept your submission. If you submit anyway, we will consider it a gift, free of charge! If you are interested in becoming an approved Recruiting Partner, please call us at 877-575-9775.

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