GTM Operations Manager

| Cambridge
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Wistia is a profitable, growing company with tens of thousands of paying customers, and over a half a million accounts. As a team, we aim to be thoughtful and measured in our approach long term and our mission to make business more human with video.
The Go-to-Market (GTM) Operations Manager will be business partners to our GTM team with a focus in Sales and Customer Success. As Wistia continues to scale, it is imperative that we develop and execute on improving the customer experience and maximizing growth. As a valued member of our expanding team, you will be responsible for helping to optimize and improve our business processes in order to provide clear and concise guidance to our senior management team. We expect this person to be able to generate and identify key areas to improve CSAT, reduce churn, increase Sales productivity and support our full Lead-to-Revenue lifecycle processes and tech stack. The ideal person is a driven, passionate problem solver who is eager to partner with the GTM team to execute against these opportunities and ensure we meet or exceed our revenue targets.
Responsibilities:

  • Lead cross-functional projects in order to generate and communicate actionable insights and recommendations
    • Collaborate on high priority sales initiatives and projects including process architecture, territory management, market segmentation, quota setting and assist in strategic planning
    • Establish automated workflows within tech stack to support customer success managers day-to-day operations and distribute customer workloads evenly and effectively
    • Key stakeholder in scoping of projects with cross functional teams to understand business requirements, level of effort, owners and reverse timelines
    • Proactively define and execute projects spanning multiple systems, data management, process automation, lead generation and process and tool implementation
  • Build and optimize go-to-market performance reports and dashboards
    • Partner with Sales management to improve forecast and pipeline management cadences
    • Complete data analysis with large data sets to gather insights required to make key business decisions, such as retention/churn analysis, product adoption metrics, account tiering, and set and measure KPI performance
    • Ensure Sales and Customer Success teams have accurate data when and where they need it
    • Drive policies and procedures that monitor and support the organization’s operational and financial business objectives
  • Ensure our go-to-market teams are equipped with the data requirements and technical workflows to support our business processes
    • Managing Salesforce CRM and other Sales Enablement technologies, including integrated third party tools such as Outreach, Dixa and Drift
    • Partner with GTM leaders and BI team to define our systems/data needs and roadmap priorities
    • Evaluate all other Revenue tech stack tools for enhancements of workflows
    • Help manage technical aspects of all Sales and Customer Success tech tools to optimize the prospect-to-customer conversion funnel metrics
  • Optimize and improve operational efficiency within Sales and Customer Success
    • Plan and execute projects of varying complexity, time horizons and scope with key stakeholders with minimal guidance
    • Provide analytical insights to increase Customer Lifetime Value and reduce Acquisition Costs
    • Support and enable our GTM test-and-learn efforts
  • Create, maintain and present documentation including process maps to ensure adherence to internal policies and procedures
    • Partner with Sales Enablement team to create and monitor training materials for improved performance

Qualifications:

  • 3+ years of Business Analyst experience, preferably in Sales Analytics or Operations role
  • Expert proficiency level with Salesforce
  • Excellent project management skills and drive for ownership and results
  • Ability to structure and execute complex analyses and synthesize into clear insights
  • Familiar with Business Intelligence & Data visualization tools (e.g., Mode, SFDC Reporting) and Sales/CS technology such as SFDC, Outreach/Salesloft and Dixa/Gainsight
  • Excellent verbal and written communications skills
  • Ability to multi-task and work in a dynamic, fast-changing entrepreneurial environment
  • Smart, bold but humble attitude to work collaboratively with Wistia colleagues

About Wistia
We try to ensure Wistia is an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. We’re proud to be an equal opportunity workplace. We care a lot, so our benefits are actually benefits, not just the fun stuff like swag and snacks in the office (though we also have lots of those too!).
We know the biggest investment we can make is in our employees, so we provide:

  • A great compensation package
  • 401k with 3% company contribution, regardless of whether you contribute
  • Profit Sharing
  • Flexible hours
  • Fully paid healthcare coverage for you and your family (including dental) and a healthcare FSA
  • Up to 16 weeks paid family leave
  • Flexible vacation and sick leave
  • Transportation subsidies

Location/Remote Opportunities
We have a beautiful office in Cambridge, MA, but we’re all working remotely (all 100+ of us) right now. Permanently remote applicants will be considered, but we’ll give priority to local applicants, those willing to relocate, and those within 3 hours of EST.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

A couple blocks from Mass Ave in Central Square! We're spoiled with tons of delicious food options for all tastes.

An Insider's view of Wistia

How would you describe the company’s work-life balance?

Wistia provides a work-life balance superior to other companies that I have worked for. Management is considerate and encourages time spent away from our desk. Wistia truly cares about its employees both in and out of the workplace.

Patrick Bryant

Account Executive

What projects are you most excited about?

I'm really excited about the work my team and other teams at the company are currently doing to modernize integral parts of our codebase. I'm learning a lot about working with legacy code, identifying patterns that can be improved in the code, and recreating user stories in different frameworks and technologies.

Suruchi Devanahalli

Engineer II

How has your career grown since starting at the company?

I started at Wistia as a Customer Champ, truly the beginning of my career. I was encouraged to keep learning about what interested me, which led me into quality engineering. And now I'm grateful that Wistia gave me the chance to grow into that role working on making our product more robust for our customers.

Melany Vázquez Heredia

Quality Engineer

How do you empower your team to be more creative?

At Wistia we strongly encourage each individual to bring their entire self to work. We debate which state makes the best pizza, which snack deserves the “king of all snacks” title, and more. Approaching work this way in a carefree yet respectable way helps create an environment that is a great incubator for new ideas.

Uzoma Egbuchulam

Manager of Customer Support

How do you collaborate with other teams in the company?

My favorite way of collaborating with others teams is by creating a space where ideas flow and feedback is encouraged. I always communicate project goals—having everyone aligned early on is essential to any project I work on. I also remind myself that, yes, they are on another team in theory, but we're all still one team at the end of the day.

Vanessa Luis

Growth Marketing Manager

What are Wistia Perks + Benefits

Wistia Benefits Overview

Wistia makes a point to invest in our people. That's why we cover 100% of healthcare for employees and all of their dependents. It's why we provide 16 weeks of parental leave not just for primary parents, but also for secondary parents. It's why we offer unlimited PTO. Take a look at some more of our perks and benefits.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Diverstia helps us build an inclusive culture. Ladybirds empowers women at Wistia.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
We have reached gender parity at all levels of the organization. From leadership, to mid level management, to the ground level we are about 50/50 men and women.
Unconscious bias training
We recently invited LifeLabs in to help us build a shared understanding and common language around unconscious bias and inclusive behaviors.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We celebrate difference at Wistia, and our ERGs are one of the best ways to do that. We support a number of different employee led groups for Wistians of backgrounds.
Hiring Practices that Promote Diversity
We're reaching the end of a pointed, actionable 3 year plan. We've put a significant effort behind understanding our biases, and intentionally seeking and celebrating difference on our team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance can be customized to meet employee's needs.
Dental Benefits
Wistia covers 100% of employee's dental plan, and their dependents.
Vision Benefits
Wistia covers 100% of employee's vision plan, and their dependents.
Health Insurance Benefits
Wistia's health insurance policy covers 100% of out of pocket expenses for employee and all dependents.
Life Insurance
Life insurance plan is customizable to employee's needs.
Pet Insurance
Mental Health Benefits
Untracked, unlimited PTO that we encourage to use for mental health days. We also offer an employee concierge service that helps match folks with therapists that align with our healthcare policy.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
We don't call it matching. Wistia contributes 3% of employee's salary regardless of the employee's contribution (even if it's $0).
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is important. We provide up to 16 weeks of parental leave for the primary caretaker. We also provide 16 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Your schedule is up to you. Work from home when you need to, come and go based on what works for you and your team. What's important is that we're reaching our goals.
Remote Work Program
Family Medical Leave
Company sponsored family events
Last year, Wistia sponsored "Take your kid to work day".
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Sick days are considered part of your unlimited PTO. We don't define a cap.
Perks & Discounts
Casual Dress
Commuter Benefits
We pay 100% of your commuting costs.
Company Outings
WiSKIa (company ski trip), Pond Fest (day on the lake), this team knows how to have a good time.
Stocked Kitchen
Some Meals Provided
Employees get free lunch every Tuesday. There's always other free meals here or there too.
Happy Hours
Parking
We offer employees limited on-site parking.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Wistia offers employees professional development opportunities like annual individual budget for learning/training.
Diversity Program
Lunch and learns
Wistia hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
We don't define a percentage. Learning is important!
Customized development tracks

Additional Perks + Benefits

Wistia is a People First company. We believe in taking care of our people and rewarding them for helping to make Wistia awesome. We take play seriously, but what really makes us stand out is the way that we work. There is no team more creative and collaborative than Wistia (our biased opinion). Want to get an idea of what we mean? Binge some of our video content, and you might start to feel like you know us.

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