Revenue Operations Analyst

CareMessage

We work half-day Fridays to support work-life balance.

Only considering candidates eligible to work in the USA ⚠️

Join us to Improve Health Equity for 5 Million People!

CareMessage is the Health Equity engine of the United States. Our mission is to leverage technology to improve health equity for people from low socioeconomic backgrounds, with a core focus on the safety-net organizations that serve them best: federally qualified health centers (FQHCs), free and charitable clinics, Indian Health Service (IHS) health facilities and Native American-focused health centers. The CareMessage platform allows healthcare organizations to communicate with patients at scale, prompting patients to action via technology-enabled solutions designed to increase access to care, improve clinical outcomes and address social drivers of health.

Nationally, CareMessage is proud to work with over 400 customers in 43 states. Since 2013, safety-net organizations have leveraged CareMessage to reach over 17 million low-income patients with over 350 million text messages.

Founded in 2012 at Stanford University, CareMessage has raised over $35 million from Google.org, William K. Bowes Jr. Foundation, Pershing Square Foundation, Y Combinator, Schmidt Futures, Twilio.org, Direct Relief, Biogen, and many more.

The CareMessage team is looking for an experienced Revenue Operations Analyst who is excited about working with an innovative team as we bring mobile technology to underserved patients. In this position you will play a key role in the overall success of our organization by enabling our Sales team to optimize the prospect-to-promoter journey for the health centers we work with. This role will manage the tools that support this journey, and streamline the workflows within our primary tools - Salesforce and Hubspot - to support the improvement of our Sales motion, the quality of the buyer experience, and the integrity of the data captured by Account Executive. You’ll report to the Director of Revenue Operations and be the first external hire (and third team member) on a new Revenue Operations team, focused on unifying and upleveling our revenue and go-to-market functions and enabling CareMessage’s non-linear growth.

Who we are looking for:

You bring experience in SaaS Revenue Operations at a B2B company. You’re familiar with Sales and Marketing playbooks, and have contributed to their development - either directly, or through sharing data-based insights and recommendations. You have a passion for processes and their power to guide our team and ensure the reliable capture and maintenance of business data. You are also energized by data, and love digging into it to derive meaningful insights and build scalable reports. You’ve played a leading role in designing and building workflows in Salesforce and Hubspot to support marketing and sales processes, and have been relied upon for your technical expertise in completing and maintaining this build. In addition, you are detail-oriented and a proactive steward of your system, the data it contains, and how that data is leveraged within your organization.

Responsibilities

  • Collaborate with the Revenue Operations team and cross-departmental revenue functions to design solutions that streamline workflows and enable data-driven decision-making
  • Collaborate with the team and cross-departmentally to develop our first Sales playbook and align it with our first Customer Success playbook (owned by Customer Success) and ensure the successful adoption of these playbooks and the relevant workflows
  • Implement appropriate build and configuration changes in Salesforce and Hubspot to facilitate ideal processes and scoped workflows
  • Own day-to-day maintenance of and improvements to our business tech stack, including management of our data structure and related layouts, management of new and existing workflows, and oversight of user roles and data permissions
  • Support data governance by improving the reliability of business data through build and process changes, implementing rules and automation as needed to enable consistent reporting
  • Own administrative functions in Salesforce and Hubspot - including user provisioning and permissions and troubleshooting user issues
  • While Gainsight workflow development lives with Customer Success, you will own user provisioning, permissions and troubleshooting as well as collaborate on workflow development to ensure seamless handoffs from Sales to Customer Success
  • Own and oversee integrations between Salesforce and the other tools in our tech stack supporting our revenue function - including HubSpot, Gainsight, and Intercom

Within one month you'll:

  • Understand our market, the key players, and how CareMessage supports them
  • Understand the CareMessage customer journey from lead through sale and ongoing success and retention
  • Understand our product inside and out, with a focus on how it’s viewed and understood by leads, prospects, and customers
  • Understand the data structure of our existing tech stack - including Salesforce, Hubspot, Gainsight, and other integrated tools
  • Understand our existing revenue operations processes and how they connect our tools to the ideal customer journey and other organizational needs, and provide feedback on these processes based on your previous experience optimizing a RevOps function
  • Understand our existing revenue metrics and reports, including how reports are built out

Within three months you'll:

  • Understand and manage the underlying build that supports our Salesforce implementation, including existing automations (in workflow rules, flows, validation rules, etc.)
  • Understand and manage Hubspot build and how it enables our sales, marketing, and CS workflows
  • Work alongside other members of the Revenue Operations team to:
  • Dig into our existing workflows to identify gaps and recommend improvements
  • Develop a roadmap for our tech stack (especially Salesforce and Hubspot) and define priorities in alignment with optimal Sales and CS processes
  • Design and implement improvements to CareMessage’s tech stack and the processes guiding interaction with it
  • Collaborate with CS Ops to develop and implement a plan to optimize our Gainsight implementation and the Gainsight integration with Salesforce
  • Support the definition and tracking of KPIs measuring the adoption and efficiency of RevOps workflows and the reliability of data entry

Within six months you'll:

  • Own oversight of our business tools (primarily Salesforce, Hubspot, & Gainsight), maintain integrations and related documentation, and enforce strong data governance practices
  • Work alongside the RevOps team to successfully release processes and playbooks to revenue teams and other stakeholders, foster adoption, and ensure adherence
  • As the CareMessage expert on our tech stack and how the revenue team does and should interact with it, proactively identify areas for tool and process improvement, surface new recommendations, and iterate on existing solutions
  • Present at deal-desk meetings as needed, and provide guidance to AEs to enforce alignment with playbooks
  • Review cross-functional requests for workflow updates and data needs, understand the underlying issues, and inform relevant tasks or projects based on this review
  • 3+ years of experience in Revenue Operations or a similar operational role where you led the design and build of workflows in Salesforce and Hubspot to support Marketing, Sales, and CS processes
  • A strong understanding of the Marketing, Sales, and CS processes that support the revenue function and familiarity with implementing playbooks to guide these processes
  • A proven ability to understand business requirements and to interrogate stated needs - to understand the why behind the solutions we’re building
  • Passion for designing novel, scalable solutions and seeing projects through from start to finish
  • Extensive experience in the configuration and maintenance of Salesforce, including using declarative tools (e.g. Workflow Rules, Flows)
  • Salesforce certified administrator, Salesforce advanced administrator certification, or equivalent experience is a plus
  • Experience integrating data with Gong, MixMax, QuickBooks Online, and Mosaic is a plus
  • You take a high degree of ownership over your work and enjoy getting into the weeds in order to understand complex technical and operational areas and design optimal solutions
  • Strong communication and relationship-building skills, and the ability to work and build trust with intra-functional team members and cross-functional partners
  • You have an interest in working remotely (Our entire company has been remote since 2019!)
  • You have a commitment to building and fostering diversity and inclusion within the teams you have worked with (We have a global team and you will regularly collaborate with people from a variety of walks of life)

$800,000 - $800,000 a year

Compensation per year for this role is $80,000

This role is currently set at a mid-level, equivalent to someone who meets the criteria above.

We believe in equal work for equal pay. All team members performing the same role at the same level are paid the same regardless of where they are in the world.

Working at CareMessage

We take care of our employees by offering competitive salaries and benefits packages. We ensure our team feels cared for so that we, in turn, can help support our safety net organizations and underserved populations.

We compensate fairly and equitably

Flexible work hours; fully remote team

We believe in equal work for equal pay: all team members performing the same role at the same level are paid similarly, regardless of where they are in the world

Paid parental leave for biological and adopted children

We give you time off to thrive

Half-day Fridays, every Friday

18 paid company holidays, including a one week mid-year and one week end-of-year break

9 wellness days to be used for self-care- or anything that comes up in life

15 days of PTO

1-month (20 working days) paid sabbatical after the 4-year anniversary, and every 4 years thereafter

We support your health, wellness, and growth

Generous medical, dental, and vision insurance for employees and their families

Health Savings Accounts and Flexible Spending Accounts

401k retirement plan

Short & long-term disability insurance

$100 per employee yearly wellness budget, with flexibility to spend on physical, emotional, and mental wellness resources

PerkSpot: Instant access to discounts on products & services from hundreds of vendors

Annual budget for professional and personal development (webinars, online courses, books, and more)

Volunteerism incorporated in onboarding and encouraged on an ongoing basis

CareMessagecaremessage.org

A nonprofit leveraging technology to improve health equity for underserved populations in the US.

Working Week

We work half-day Fridays to support work-life balance.

Our Vacation Policy

We offer 15 days of PTO, 18 paid company holidays, and additional wellness days. Generous vacation policy, including half-day Fridays and comprehensive holiday breaks.

Remote Working Policy

We work 100% remotely, with team members working from locations that best suit their lifestyles, including internationally.

Company Benefits

  • Health insurance
  • Transparent Salaries
  • Generous parental leave
  • Dentalcare
  • Equipment allowance
  • Professional Development Budget
  • Opportunties for Sabbaticals

Our Team

We're a team of 50 across 12 departments:

  • engineering
    15
  • support
    6
  • operations
    5
  • arts and design
    4
  • sales
    4
  • product management
    3
  • marketing
    3
  • education
    2
  • entrepreneurship
    2
  • +3 more teams

Desirable Skills and Experience

  • Salesforce
  • Hubspot
  • Gainsight
  • Intercom
  • SaaS Revenue Operations
  • Sales and Marketing playbooks
  • Process design
  • Data insights
  • Salesforce workflows
  • Hubspot workflows
  • Data governance
  • User provisioning
  • Integrations

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