Job Description
The role involves ensuring high-quality customer interactions and processes by monitoring, analyzing, and improving engagement and compliance across sales and customer success teams, utilizing data tools and fostering a culture of continuous improvement.
Key Responsibilities
- Monitor customer interactions to assess quality of engagement and process compliance
- Implement mechanisms to track and ensure adherence to quality standards and call scoring
- Drive projects to identify opportunities for improving behaviors, processes, tools, and outcomes
- Collaborate with sales and operations teams to ensure accountability in quality programs
- Analyze data using tools like LLMs, Excel, Tableau to derive actionable insights on sales team engagement
Requirements
- Minimum of 4 years of experience in Sales, Enablement, Operations, Quality, Management Consulting, or Program Management, ideally in a SaaS environment or fast-paced IT consulting role.
- Proven track record launching transformational quality projects that measurably increase team productivity and customer outcomes.
- Ability to ramp up quickly on business priorities and derive insights from data.
- Excel at building trust and communicating effectively with a wide variety of stakeholders, including account reps, managers, and technical roles.
- Poise under pressure when working through issues in a fast-paced environment.
- Strong attention to detail and a knack for process improvement and documentation.
- Experience working with Gong and/or Salesforce.
- Ability to utilize tools such as Large Language Models (LLMs), Excel, Google Sheets, Tableau, and similar tools to analyze data and derive actionable insights.
- Minimum educational requirement is not explicitly stated, but candidates should have relevant professional experience as specified.
- Ability to work remotely within the US, with the exception of candidates residing in the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
- Legal right to work in the United States and in the specified work location, if applicable.
Benefits & Perks
Annual Base Salary ranging from 106,802.50 USD to 143,600 USD
Flexible working model supporting remote, hybrid, or in-office work
Performance-based bonus variable pay and equity for eligible roles
Long-term success foundations including professional development stipend, comprehensive health and parental leave plans
Ready to Apply?
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