Customer Experience Business Operations Manager

Main Location
Santa Clara, CA, United States
Open jobs

About Netskope

Today, there’s more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. 

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, San Francisco, Seattle, Bangalore, London, Melbourne, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive.  Visit us at Netskope Careers and follow us on Twitter @Netskope and Facebook.

About the position:

The Customer Experience Operations Manager will support the team’s operational strategies and continuous improvement by leveraging a data-driven approach. The role’s objective is to provide guidance for definition and decision making for Netskope’s post-sales engagements.


Priorities

  • Process improvement and documentation
  • Cross-functional collaboration
  • Reporting and analysis
  • Partner subcontracting and delivery programs

Responsibilities

  • Optimize existing processes for our global teams by building cross-functional relationships
  • Continuously reference and improve policies, processes, controls and practical solutions to enhance programs
  • Identify and perform reporting and analysis for all Customer Experience activities
  • Create reporting and dashboards in Professional Services and Customer Success tracking tools
  • Create templates and modeling for business operations. Examples: surveys, project deliverables, recurring presentations
  • Maintain communication portal to provide team vision and tools
  • Drive process documentation and standardization
  • Collect and analyze business requirements
  • Own documentation development from draft to publishing
  • Manage operations for subcontracting relationships
  • Partner and individual contributor onboarding
  • Manage commercial process for unique engagements
  • Estimate and manage the budget for each subcontracting relationship to request purchase orders and authorize payment on invoices received
  • Develop program to outfit partner teams to deliver Activation and Adoption services
  • Continuously reference and improve policies, processes, controls and practical solutions to enhance programs
  • Report on all partner delivery operations with ability to analyze to drive profitable business decision making
  • Ad hoc projects, reports and events as business requires

Requirements

  • SalesForce reporting experience
  • Operations process creation and improvement
  • Business template development and maintenance
  • Internal team communications
  • Partner delivery and enablement experience
  • Familiarity with data automation workflows
  • Project management experience in services delivery
  • 3-5 years experience supporting software or subscription as a service enterprise
  • Five or more years work experience as an independent contributor in a PMO, Channel or Business Operations role

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Mission
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Customer Experience Business Operations Manager
Netskope