Responsibilities

• Customer Journey Design & Execution: Own the end-to-end customer journey from acquisition through renewal. Design and refine the processes, playbooks, and handoffs across all GTM motion types (self-serve, sales-led, partner-led), and align cross-functional leaders on key touchpoints and quality standards.
• Team Leadership & Development: Lead managers and ICs across Sales Ops, Partner Ops, PS Ops, and CS Ops. Set clear priorities and performance expectations, build a culture of accountability and continuous improvement, and coach managers to develop their own leadership capabilities.
• Sales Operations: Oversee sales planning, territory design, quota setting, and capacity modeling. Ensure pipeline health, forecasting accuracy, and deal governance while driving adoption of sales processes and tooling.
• Partner Operations: Build and scale operational infrastructure for the partner ecosystem — onboarding, performance tracking, co-sell coordination, and partner-to-sales handoffs — with clear playbooks and health metrics.
• Professional Services Operations: Oversee PS capacity planning, project intake, utilization tracking, and billing coordination. Partner with PS leadership on scalable delivery models and define metrics that reflect delivery quality and customer outcomes.
• Customer Success Operations: Own CS infrastructure: health scoring, renewal forecasting, QBR frameworks, and CS-to-Sales handoffs. Develop segment-calibrated playbooks and ensure tooling and workflows support proactive customer engagement.
• Measurement & Performance: Define and report on GTM operational metrics (win rates, pipeline velocity, NRR, PS utilization, partner-sourced revenue, etc.). Drive regular operational reviews and surface actionable insights across all sub-functions.
• Cross-Functional Partnership: Serve as the primary operational partner to GTM Enablement, Workflows & Technology, and Strategy & Analytics — translating operational needs into systems, ensuring process adoption, and contributing to annual planning and GTM strategy.