Raleigh, North Carolina, USA

Customer Operations Manager

Joining Collibra’s Customer Success Operations team

  • Collibra is looking for an Operations Manager to join the Customer Success Operations team. In this highly visible role, this position will partner closely with our leaders of Customer Success and Professional Services on initiatives focused on driving customer success.
  • The responsibilities include but are not limited to the management of operating metrics, systems design and project management as well as developing, deploying and driving best practices and processes necessary to ensure consistency, quality and maximum efficiency of the divisions.
  • The Operations Manager will report into our Senior Manager of Customer Success Operations whose team supports multiple stakeholders in the customer success organization including customer advisory, strategic advisory, renewals, professional services, and support.
  • As a member of this dynamic team, you will have the opportunity to play a key role in developing processes and analytics to drive key decision making within the Customer Success and Professional Services organizations while tackling challenging business problems and supporting change and innovation within the organization. 
  • This is a hybrid position based in Raleigh, North Carolina.

Customer Success Operations Managers at Collibra are responsible for

  • Provide operations and strategic support for internal Customer Success and Professional Services projects and manage day-to-day operations (e.g. bookings, revenue, and ARR forecasting, churn analysis, month-end processes, reporting and analysis). 
  • Create organizational and operational efficiency for our Customer Success and Professional Services team including developing and analyzing business processes, analyzing data models, and performance analytics and provide recommendations on how to improve these processes.
  • Engage with our internal Customer Success and Professional Services leaders and users, identify their pain points and collaboratively solve for our “customers”.
  • Collaborate with leadership and internal partners to drive effective cross-functional and cross-collaboration alignment to deliver CS-wide and PS-wide outcomes.
  • Drive innovation, best practices and achievement of strategic objectives.
  • Cultivate and leverage relationships with business stakeholders to influence, drive consensus, and resolve conflicts. Collaborate with Sales, Customer Success, Enablement, Product, Marketing, Sales Operations, Legal, Procurement, Finance and IT.

You have

  • 4+ Years working in Customer Success Operations or Professional Services Operations.  
  • 2+ years CSM/PS/Sales tool experience - Salesforce required; experience in PS platforms such as FinancialForce and CS platforms such as Gainsight is highly desirable.
  • Proven track record of managing multiple concurrent projects/programs and successful delivery in a cross-functional environment.
  • Excellent analysis skills, strong business acumen, project management skills, organization, prioritization, clear communication, stakeholder management, and a passion for customer success.
  • Demonstrated ability to influence management, teams and individuals across multiple functions within the organization.
  • A bachelor’s degree or equivalent related working experience is required.
  • This position is not eligible for visa sponsorship.

You are

  • Strong analytical thinker with interpersonal skills to influence, maintain strong relationships and collaborate at all levels.
  • Consultative and a problem solver, demonstrating good judgment in obtaining solutions to make the programs and strategies successful.
  • Able to navigate ambiguity in a fast-paced environment and prioritize multiple work threads to maximize impact.
  • Known for your integrity, compassion, and as a trusted business partner. Curious and positive with a passion to learn, innovate and improve.
  • Flexible and nimble with the ability to embrace and drive change in a fast paced environment.
  • Capable of breaking down complex problems and proposing thoughtful recommendations.

Measures of success 

  • Within your first month, you will...have the lay of the land, met with the team, your business stakeholders and cross-functional partners, have participated in onboarding training to get a foundation of Collibra and our strategy, learn about Customer Successes and Professional Services’s current programs and systems, and identify some initial problems you would like to solve.
  • Within your third month, you will...examine and understand the full customer lifecycle at Collibra to drive continued results, begin to take ownership of reporting and analysis within our CS Ops team, and help identify key strategic insights to improve our business.
  • Within your sixth month, you will…have executed several new programs/processes to help achieve operational efficiency and effectiveness, have become a subject matter expert on critical CS/PS systems and processes, be an invaluable partner and resource to CS/PS leaders

Compensation for this role 

The standard base salary range for this position is $116,000 to $145,000 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

In addition to base salary, we offer equity ownership at every level, bonus potential, a Flex Fund monthly stipend, pension/401k plans, and more.

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our {Be}well benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off.

Professional Development

Collibrians are ambitious and inventive, and we want to develop our skills individually and as a team. You’ll have access to development opportunities, as well as other rewards and recognition programs to help grow your career.

Health Coverage

We strive to remain locally competitive and globally equitable. This means comprehensive offerings including medical, dental, vision, and mental health benefits for you and your family.

Paid Time Off and Flexibility

We provide unlimited paid time off, global leave policies for a variety of personal and family circumstances, company-wide wellness days off throughout the year, meeting-free Wednesdays, and a flexible culture to help balance your work and your life.

Diversity, Equity, and Inclusion

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.

Learn more about Collibra’s benefits.

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.