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Sales Operations Manager at Helpshift
San Francisco, CA, US
Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Tencent, Supercell and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.
As Helpshift's Sales Operations Manager you will partner closely with sales leadership to drive sales strategy and ensure the right processes and tools are in place to maximize efficiency and performance of our sales team. Through the use of quantifiable data and metrics, you will help drive a performance culture in our Sales organization. Our ideal candidate appreciates and enjoys the critical nature of this role, has experience building operational and forecasting models, managing large and complex data sets, and designing GTM processes.
As Sales Operations Manager you will be an individual contributor with the unique opportunity to own and build the operational foundation for our sales team to scale. In this position you will work closely with leadership across functions including Sales, Finance, Marketing, Customer Success, and serve as a hub for information to assist in decision-making that will help drive our business forward in an environment of continuous improvement.

About the Role

    • You will own CPQ specs to create data driven analyses to support GTM processes including, sales attainment, pricing, customer acquisition costs, and selling time.
    • You will develop unique and specific programs for the sales team across all regions while assisting in quota development and maintenance.
    • You will provide significant inputs into strategic planning, territory management, and lead scoring.
    • You will complete the roll up of sales forecasts from each manager while producing and produce comprehensive reporting and performance tracking that will be presented to the sales departments weekly.
    • You will own dashboard and reports including but not limited to: individual team and board reports, pipeline visibility, forecast visibility, and key metric visibility.
    • You will be responsible for creating persuasive proposals and responses to RFPs when needed.
    • You will track and report on the use and effectiveness of early adopter programs, and trials.
    • You will own and administer systems used by Sales and Customer Success including Salesforce

About You

    • 5+ years of experience in an analytical and operational role, with at least 2+ years in a Sales Operations role with a fast growing company. Experience working in SaaS a plus
    • Experience with Sales quota development and maintenance; knowledge of sales incentive programs
    • Expert experience in Salesforce including administration, pipeline and forecast management; Salesforce Admin Certification a plus
    • Experience with territory assignments - optimize territory attributes and scoring to create
    • Expertise in developing complex Excel planning and capacity spreadsheets with a focus on formulas and pivot tables
    • Excellent time management skills with the ability to juggle multiple projects/tasks with multiple stakeholders in a fast-paced startup environment
    • Proactive and positive in nature, with a service-oriented mentality
    • BS or BA degree in Finance or Business related field; MBA a plus