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Manager, Customer Operations & Professional Service

US - Operations

Talkwalker is a powerful engine, which runs on the “finest oil” called The Operations team. Team Operations serves as an enabler between departments and services to keep Talkwalker’ processes running as efficiently as possible.

At Talkwalker, we are looking for a Manager to join our fast paced and impactful team. The Manager, Customer Operations will provide project management support and operational discipline on strategic initiatives and critical business processes for the North American and Global Customer Success organization including our Professional Services team. This is a high profile and demanding role that requires a combination of keen analytical and cogent communication skills. The ideal candidate will have experience in Sales Operations, complex project management, delivering cross-functionally efforts and experience working directly with Sales Executives. You will report into our Chief Operations Officer.

For Colorado based roles: Minimum annual salary $98,000 . You may also be offered incentive compensation and benefits.

Key responsibilities:

  • Serve as a trusted business partner to the Senior Leadership Team (COO & CCO) by defining, tracking, and implementing business objectives, initiatives, strategies, tactics, and processes that scale
  • Streamline processes especially those critical to cross-functional GTM execution and P&L Management
  • Works with regional professional services leaders and finance to design, implement and manage high quality and accurate forecasting, planning and budgeting processes that are integrated with other planning processes employed within the firm.
  • Owns and delivers regular reports and dashboards around PS KPIs such as Bookings, Billings, Utilization, Revenue, Margin, Investment work, project profitability, burn down (actuals and scheduled).
  • Design and ensure implementation of people, process, tool, and system changes to ensure successful execution of evolving strategic and operational plans
  • Identify operational inefficiencies and challenges, determine solutions
  • Provide project management support and drive initiatives with a structured project delivery framework
  • Support strategic planning, account planning and go-to-market processes and ensure delivery of forward-looking business plans that tie vision and strategy to financial outcomes.
  • Partner with business leadership across the organization to ensure projects and initiatives deliver well defined business outcomes
  • Leverage technology solutions, system enhancements, automation, and process reengineering to streamline and improve operational efficiency
  • Understand the business, ask tough questions, and ensure that initiatives maintain a strategic focus
  • You have a proven ability to decompose complex opportunities and problems into well-defined projects
  • You have demonstrated leadership and vision in managing major cross-functional projects or initiatives that engage multiple senior business partners
  • Qualifications:

  • 5+ years of customer support operations and strategy experience (strategy consulting, business operations, Enterprise SaaS experience a plus)
  • Strong analytical skills and discernment. Ability and passion to analyze, set priorities, and tackle sophisticated business problems
  • Effective, clear, and concise communication skills, verbal and written. Propensity to synthesize sophisticated concepts and data and present clear information to executives, cross-functional teams, and internal customers
  • Data specialist: Querying and scoping (SQL, BigQuery), analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories)
  • Proficient in BI and sales tools (Salesforce, Tableau)
  • Self-starter driven by results with the ability to multitask. Strong initiative and ability to work in a self-directed environment with a “can do” demeanor and growth mentality.
  • Enjoys organization and process improvement with an eye for detail. Comfortable working in a fast-paced environment while dealing with ambiguity
  • Exceptional interpersonal and influence skills. Experience driving cross-functional projects end-to-end. Ability to negotiate priorities across organizations at all levels
  • An appetite for customer service, patience, and resourcefulness
  • What we offer:

  • 15 Paid Vacation & 5 Sick days 
  • 11 paid US Holidays (including 2 flex holidays) & Juneteenth (A day of learning specific to D&I) 
  • Competitive Medical, Dental and Vision benefits for Talkwalker employees & dependents 
  • 3 Summer Fridays (Memorial Day until Labor Day)
  • FSA, HSA & Pre-tax commuter benefits
  • 401K plan plus Employer matching 
  • Monthly phone stipend 
  • Global Winter Holiday Shutdown
  • 3 Volunteer days
  • 12 weeks 100% paid Maternity Leave
  • 4 weeks 100% paid Parental & Adoption Leave 
  • Employer paid Life Insurance, Short & Long term disability

  • Talkwalker is committed to bringing together a diverse workforce that we believe will enrich our workplace. We aim to provide employees with a safe and welcoming work environment, free of discrimination and harassment. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, religion, gender, sexual orientation, nationality, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. 

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    About us:

    Talkwalker is the #1 consumer intelligence company and is dedicated to helping brands close the gap between brand and consumer. Recognized by Forrester as a Leader in Consumer Intelligence and Social Listening, Talkwalker brings together market-leading social analytics and AI technology, with unstructured data expertise, and a global team of insights analysts and data storytellers.

    Talkwalker enables brands to put consumers at the heart of their decision-making, empowering them to embrace smarter innovation, create more successful campaigns, and provide enhanced customer experiences. With teams around the world, Talkwalker helps over 2,500 global brands to be consumers close, and accelerate their brand growth.

    Talkwalker is committed to bringing together a diverse workforce that we believe will enrich our workplace. We aim to provide employees with a safe and welcoming work environment, free of discrimination and harassment. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, religion, gender, sexual orientation, nationality, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. 

    To discover more about Talkwalker, please visit www.talkwalker.com.