Sales Operations Manager

Job Description

At Help Scout, we make software that helps more than 12,000 small businesses talk with their customers. We’re a remote first company , with 110 employees working from 80+ cities all over the world and we’ve staked our reputation on being helpful, human, and existing for profit and purpose. We’re also a Certified B Corporation ! This year, we’re taking these values to the next level as we reintroduce ourselves to our audience of customer service professionals, small business leaders, and startup founders. You will architect how our Sales team goes to market, driving strategy and growth by partnering across the revenue operations team to develop automated and scalable processes and solutions. Your work will make us more efficient and will help us grow the business. A note about our current tech-stack: We use HubSpot for self-service and Salesforce for our sales team. Our setup of Salesforce is robust, so you’ll excel if you have a deep understanding of Salesforce. We also have a current tech stack of Looker (BI Tool), Clearbit (Reveal, Prospector, and Enrichment), Chorus, and Mixmax. This is a full-time, remote position.

Responsibilities:

• Scale our customer acquisition and onboarding, invent and execute on ideas that scale.
• Own the development of our internal systems that we rely on every day (current stack mentioned above, but you’d control all sales tools going forward).
• Partner with our sales leadership on quota setting and compensation plans to drive our teams towards financial targets. You’ll partner with Finance Operations for comp payout.
• Partner with sales to optimize how our team goes to market, collaborate with the AEs to understand their processes inside and out.
• Own all analytics and reporting for our sales team (customer interaction data, funnel analysis, business metrics and reporting, etc.)
• Work with Sales VP/Sales Coach to build the insights and vision for how we want to scale as a business.
• Own the development and maintenance of pipeline management including forecasting methodology.
• Control our Lead management, including rotator(s) and assign targeting accounts/leads coming from areas outside of inbound rotator (ie. Help Scout sales inbox)
• Enable and automate campaigns for the sales team, providing support, workflow set-up, process documentation, and reporting.
• Maintaining, enhancing and creating documentation on processes (we use Slab), policies and help-related materials tied to sales strategy execution.
• Salary : We have an internal transparent salary matrix for each team. For this role, our bands are between $117,000 to $131,000 USD. Read more about how we approach compensation here !

About You:

• You’ve worked with a familiar tech stack: HubSpot, Salesforce, SQL and a BI Tool (we use Looker). You’ll probably have experience with SalesLoft or Outreach.
• You love to manipulate and dissect large scale data sets to further enhance sales impact to the business
• You have a growth mindset, a passion for learning, and are willing to lean into discomfort for the good of our customers and product.
• You love puzzles, problems, and constantly making things better. Incremental improvements probably make you happy.

Bonus points:

• You have worked in a similar role in a fast-growing SaaS business and are familiar with common marketing and sales metrics.
• You have experience with a business intelligence tool like Looker, Tableau, or Mode.
• You’re certified with Salesforce (SCA).

Who you'll be working with:

• Eli Overbey , Director of Revenue Operations. You’ll be reporting to Eli, who is currently doing this job now. You’ll chat with Eli often to learn more about our techstack and the company.
• Stuart Blake , VP of Sales. You’ll be the sales team’s go-to on operations and analytics. You’ll probably chat with Stuart about tools, processes, and analytics.
• Amy Panza , Sales Coach. You’ll partner with Amy on all things execution, process, and tools.
• The Sales Team (Account Executives: Zainab, Dan, Casey, and Anthony. Sales Coach: Amy) This will be the team your embedded with.
• The Data & Analytics Team (Matt & Michael) Since Looker is the BI that powers most of our data, you’ll sync up with this team to make sure marketing data from Salesforce & HubSpot is syncing accurately, and work with them to add additional data for analysis.

#LI-Remote Benefits Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle. Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs. Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only). Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you. Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did. Paid parental leave, including adoption - 12 weeks of paid leave for all new parents. 401k with 1% match - via Betterment for Business (currently US only) Personal Development stipend - Up to $1,800 per year to improve your craft Bonuses - everyone is eligible to receive a quarterly bonus up to 8% based on shared company revenue goals. Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere. Complete transparency - Everyone has full access to business metrics and financial information about the company. About Us Help Scout is made by roughly 120 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 12,000 paying customers in 140+ countries. Why Help Scout? We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things. We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work. We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values. We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good ? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment. Our commitment to you We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion . We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do. Apply for this job