GitLab

Senior Analyst, Online Sales & Self Service Operations

World (Work From Anywhere)
Jan, 06
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GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute.

The Self-Service Operations function is part of a team focused on building an easy self-service experience for our customers. The Operations team is accountable for owning and delivering all operational support required to enable a customer-facing self-service first team. This team is also the face of self-service for all internal sales and customer-facing teams.

Responsibilities

  1. Develop and rollout frameworks, processes and metrics to support, stand-up and grow a newly created team
  2. Partner with enterprise systems, marketing operations, sales operations and other cross-functional groups to deliver the right tools, experiences and processes to optimize for self-service
  3. Build, monitor and maintain dashboards and reports, all the way from running the day-to-day of the business to ensuring executive visibility
  4. Proactively and reactively identify, analyze, troubleshoot, escalate, triage and resolve business-stopping customer-facing issues through partnership with engineering and product teams
  5. Actively engage with sales and customer-facing teams to identify customer self-service opportunities and gaps. Influence the self-service product backlog based on data, customer feedback and internal feedback
  6. Improve the self-service team’s effectiveness and efficiency and provide increased insights through data, automation, and analytics
  7. Develop content and train our customer-facing teams on self-service systems and business processes

Requirements

  1. 2-4 years experience in SaaS operations or related field
  2. Demonstrated progressive Operations experience supporting Sales / Customer Success / Account Management teams, preferably within an Enterprise SaaS organization
  3. Ability to convey complex information to non-domain individuals
  4. Strong analytical and problem-solving skills
  5. Resourcefulness to get things done cross-functionally, prioritize multiple projects, and project-manage
  6. Self-starter, detail-oriented and comfortable working in a fast-paced/dynamic environment
  7. Experience and knowledge of B2B enterprise SaaS tools (e.g. Salesforce, Zendesk, Drift)
  8. Lives and breathes process improvement and optimization
  9. Willingness to learn and use GitLab
  10. You share our values and work by those values

Hiring Process

  • Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

    • Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters
    • Next, candidates will be invited to schedule a first interview with the Hiring Manager
    • Next, candidates will be invited to schedule 30-minute interviews with 2 immediate team members and 3 cross-functional partners
    • Finally, candidates will be invited to schedule interviews with the hiring manager once more
    • Additional details about our process can be found on our hiring page.

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page.

Remote-Canada
Remote-US

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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