Responsibilities

• Own the design, documentation, and ongoing governance of CRM workflows across Salesforce and Gainsight, ensuring alignment with enterprise sales and customer success motions
• Identify process gaps and inefficiencies across the customer lifecycle and architect scalable solutions in partnership with Operations, IT, and business stakeholders
• Translate business requirements into system design specifications, workflow configurations, and documented process standards
• Maintain process documentation, data dictionaries, and system design artefacts as living, up-to-date resources
• Evaluate and recommend improvements to tooling and workflows that reduce manual effort and increase data integrity across the GTM stack
• Manage multiple concurrent initiatives from initiation through go-live, ensuring on-time delivery against scope, timeline, and stakeholder expectations
• Develop and maintain project charters, requirements specifications, project plans, test documents, and status reports
• Lead cross-functional, globally distributed teams through structured delivery frameworks
• Coordinate User Acceptance Testing with stakeholders; prepare training materials and process documentation for new system rollouts
• Close projects by validating that delivered solutions meet expected business outcomes and conducting post-implementation reviews

Requirements

• BA, BS, or equivalent degree
• 5+ years of experience in Revenue Operations, Customer Operations, or Sales Operations in a B2B SaaS or technology environment
• Demonstrated hands-on experience designing and configuring workflows in CRM platforms—Salesforce required.
• Deep understanding of the enterprise B2B sales lifecycle end to end: pipeline management, opportunity stages, renewal motions, and post-sale customer success workflows
• Proven ability to translate business requirements into system design and documented process specifications
• Experience managing projects across global, cross-functional teams in a matrixed organisation
• Project management certification—PMP, PRINCE2 Foundation & Practitioner, or equivalent
• Fluent in spoken and written English; excellent verbal and written communication skills
• Confident presenting to senior stakeholders, proposing solutions, and driving decisions under ambiguity
• Strong organisational skills with the ability to manage competing priorities and meet deadlines without sacrificing quality
• Experience with JIRA for project tracking and backlog management preferred

Preferred

• Brings a systems-thinker mindset—you don’t just document processes, you redesign them with upstream and downstream impact in mind
• Has genuine hands-on experience in CRM administration and workflow design, not just functional knowledge
• Has worked across geographies and understands how to keep globally distributed teams aligned and moving
• Earns stakeholder credibility quickly at all levels—you communicate in outcomes, not activity
• Is energised by operational complexity and thrives in environments where structure must sometimes be created, not inherited
• Closes projects—you know how to manage scope, escalate risks early, and still deliver on time
• Has a passion for using technology to make customer-facing teams more effective and data-driven