GTM Operations Manager

Wistia Cambridge, MA

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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