Associate Director of Revenue Operations

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers", all on a 4 day workweek, you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Associate Director of Revenue Operations (Customer Success Ops)

Compensation: $130,000 in total on-target earnings

• $110,000 base salary
• $ 20,000 bonus pool (semi-annual)

Benefits: Health, dental, vision, 4-day work week, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your Work:

This will be the primary Revenue Operations (RevOps) role supporting our post-sales customer lifecycle, particularly our Customer Success team as well as the Services team and Product Support team.

Feathr is embarking on a significant evolution of our customer experience, one that aims to deliver the best of proactive 1:1 relationships while also employing some principles of "scaled" Customer Success (1:few, 1:many, automations, and pooled approaches), as we also continue to shift away from a heavier "managed services" model to a more “self-serve” product experience. We currently have ~1,000 customers with an ACV of ~$15,000.

This role will be heavily involved in the definition and rollout of these new workflows for our customer-facing roles (CSMs, Campaign Strategists, Support Reps), as well as the implementation of new software tools to enable these workflows. A key part of this role will be reporting and analysis of data related to retention/churn, product adoption, and customer engagement. This role will also assist the Customer Success and Services leadership in capacity planning, account assignments, performance assessment, and compensation plan management for their teams, as well as ongoing process improvement.

This role will live within the RevOps team and report to the Chief Revenue Officer. This role will collaborate closely with the VP of Customer Success, Sr. Director of Services, and Sr. Director of Product Support, and will work alongside the Associate Director of RevOps (Salesforce Admin). This role will begin as a senior individual contributor, with the potential to manage a team and take on expanded scope as the company grows.

Your Experience:

• 6+ years of experience in a mix of RevOps roles, Customer Success Ops roles, and/or leadership roles for customer-facing teams
• 2+ years of experience at a B2B SaaS company with 50-500 employees, in either RevOps roles, Customer Success Ops roles, and/or leadership roles for customer-facing teams
• 2+ years of experience configuring, administering, or implementing Salesforce Sales Cloud and/or a CSP (Gainsight, Planhat, Totango, etc)
• Proficiency using Excel and/or Google Sheets for simple data analysis
• Proficiency with common software tools used by B2B customer-facing teams (e.g. Salesforce, Zendesk, Gong, Front, Asana, or their equivalents)
• Experience managing and executing on projects supporting Customer Success leadership such as headcount capacity planning, account assignment and transition processes, compensation plan creation, and calculating commission payouts
• Experience creating, documenting and training on process and workflows to drive efficiency and enable Customer Success and Services teams to scale their customer interactions
• Experience in building reports and dashboards, as well as proficiency in gleaning insights from data to make recommendations to support leadership in decision-making

Your Qualities:

• Positive attitude, growth mindset, and alignment with Feathr’s PACTS (see below)
• Skilled at cross-departmental collaboration and relationship-building
• Project management abilities, to include discovery of needs and communication to stakeholders across the company
• Critical thinking and problem-solving ability
• Analytical, detail-oriented and data-driven

Your Day

• The following are meant as representative examples, not an exhaustive list:
• Create new Reports on a Dashboard within Salesforce Sales Cloud for the Customer Success leadership, showing retention performance and pacing for the current quarter, both overall and by individual CSM
• Audit a CSM’s existing workflows within Salesforce Sales Cloud; make suggestions for streamlining their user experience such as simplifying Page Layouts, eliminating duplicative Fields, or automating repetitive tasks
• Evaluate existing software tools utilized by Customer Success, Services, and Product Support teams, identify redundancy or gaps, evaluate new solutions, manage the implementation + data migration, then assist with the training + internal rollout of the new solution
• At the request of our VP of Customer Success, perform an analysis in Excel or Google Sheets of Q1 retention rates sliced by Account Type, ACV, and product utilization. Make a presentation to share your insights with the leadership team.
• One Campaign Strategist just got a promotion to Team Manager, and another is about to go on parental leave for three months. In collaboration with the Sr. Director of Services, determine the reassignment plan for their customers and projects in a manner that minimizes disruption of service delivery.

Compensation:

Base salary for this position is $110,000 depending on experience and credentials with an additional bonus potential of $20,000 per year (split semi-annually).

In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated team.

Location:

This is a remote-friendly role is open to candidates living in the US Eastern or US Central time zones. Feathr does maintain a small office in Gainesville, FL (our original company headquarters), which is available for use by local (or visiting) team members. For candidates located outside of Gainesville, attendance is expected (and costs of travel covered) for the full-company meetings in January and July.

Interview Process

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• Information Screen - 30 minute virtual interview with the Talent Acquisition Specialist to better understand your experience, skills, and qualities as it pertains to the role requirements. This is also an opportunity for you to ask questions about the company, culture, and overall working environment.
• Hiring Manager Interview- 60 minute virtual interview with the CRO to learn about your skills, experience, and competencies as it relates to the requirements of the role. This is also an opportunity to learn more about the role, performance expectations, and team culture.
• Work Assignment - Candidates will be asked to complete a small project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes. The candidate will then be asked to present their work and explain their thought process.
• Panel Interview - 60 minute virtual interview. Our Panel Interview is an opportunity for you to meet with multiple team members at once. Each panelist brings a unique perspective and expertise to the conversation. This format allows us to comprehensively evaluate your skills, experience, and competencies as it relates to the role requirements. It's a chance for you to showcase your abilities and learn more about the diverse talents at Feathr.
• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. At this time, we will collect and reach out to candidates’ references. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

After all the details of the informal offer are finalized, the candidate will receive their formal offer.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• 4 day workweek
• Full vision and dental, 99% health insurance
• Flexible Work Schedule
• Unlimited sick time for when you need to take care of your physical or mental health
• Vacation Time
• Extended Summr + Wintr Breaks
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events

You can read more about Feathr's decision to move to a 4-day workweek here .

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Am I incrementally improving something or delaying perfection?
• Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve
•  the real challenges?
• Clarity: Is my audience understanding what I’m communicating?
• Trust: Am I being sincere and trusting others to do the same?
• Service: Am I expecting more from myself than from others?

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.