Revenue Operations Specialist - Customer Success

We didn’t create Bold Penguin because commercial insurance is broken. It isn’t. But as the world has gotten more connected and digitized, commercial insurance lags — creating a fragmented landscape where businesses, agents, and insurance companies struggle to interact in a smooth and easy way. That’s why we’ve built a highly efficient exchange that cuts the friction out of commercial insurance by connecting everyone to the right quote in record time.

Powering the world of insurance is no small feat, so we’ve built a team that's incredibly talented and passionate about our potential to upgrade the entire industry. As more and more companies, big and small, depend on our technology to operate in the commercial insurance space, we’ll need the best talent all around to support our growth. That’s why we’re looking at you (yes, you!) to make a bold move and join our adventure.

YOUR ROLE

Bold Penguin’s Revenue Operations Specialist will define and deliver techniques to improve customer performance, accelerate portfolio revenue growth and improve customer retention. You will own the end-to-end process related to tracking Customer and operational metrics and delivering regular insights to the business as well as hold the Customer Success team accountable for results. You will also be responsible for designing and implementing processes and automation to drive operational efficiency and effectiveness within Customer Success as well as between all departments that touch existing customer accounts. 

WHAT YOU'LL DO

Boost portfolio growth by refining customer segmentation, simplifying the onboarding process, and identifying friction points at every stage of the customer lifecycle.

Track, analyze, and report on KPIs and identify areas for improvement.

Recognize, develop, and implement automation & process improvements within the Customer Success organization, as well as between Sales, Implementation/Onboarding and Customer Success. 

Form strong relationships and maintain regular contact with Customer Success Managers (CSMs), Sales Leadership and Customer Success Leaders.

Manage and maintain the CSM adherence to the onboarding and customer management processes.

Manage the NPS survey, insights and feedback loop program.

Develop CSM-related resource documents, including training manuals, procedures and policies.

Work with the Director of RevOps to transform Salesforce into the central hub of the Growth organization, providing a 360-degree view of all prospect and client information and interactions. 

SKILLS AND QUALIFICATIONS

1-2 years experience in sales, customer success or business role.

3-5 years of experience in revenue operations with proficiency creating reports, optimizing processes, training new hires, and managing dashboards.

Ability to understand high-level growth strategies, translate them into system & process requirements, and ensure execution.

Proven excellence multi-tasking, prioritizing projects, and meeting deadlines and goals.

Mastery of Salesforce and Excel. 

Experience with Tableau, Salesforce, Pardot, and Salesloft is a plus!

BENEFITS 

We offer competitive compensation and progressive benefits that include:

Medical, Dental and Vision

Disability and Life Benefits

401K with a company match

Employee Assistance Program

Parental Leave

Paid Time Off

Remote Culture. Here at Bold Penguin our remote employees are top of mind, and we have created an inclusive, engaging remote environment.

Choose-your-own gear. Whether you prefer Mac, PC, or Linux, one screen or three, we’ll set you up for success.

Stay connected to the Glacier. We slack. A lot. We also like to video conference regularly. We even have all- hands "Waddles" held Tuesday - Friday 12:00PM EST.

Penguin bling. Like swag themed after a certain antarctic bird? Just. You. Wait.

Bold Penguin believes in inclusion. That’s why we’re proud to be an equal opportunity employer that considers all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, beak size, or inability to fly.

To learn more about our results-focused culture and employee-focused perks, read more on our careers page.