GTM Operations Manager, Expansion and Retention

About Vercel:

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

About the Role:

Vercel is looking for an experienced GTM Operations Manager to join our GTM Operations team. This role will be influential in creating processes and shaping how the company goes to market. This role will work with diverse stakeholders to gather needs, identify opportunities for improvement, prioritize work, and manage projects. This person will focus on driving expansion and retention initiatives for the GTM teams at Vercel.

What You Will Do:

• Identify gaps in current processes and systems, working with stakeholders to ensure efficiency across the GTM organization
• Own the quarterly forecasting and measurement of Customer Dollar Retention (NDR)
• Manage and prioritize ongoing Sales and Customer Success requests, projects, and initiatives
• Create and maintain documentation on processes, policies, and relevant training materials as well as assist with onboarding new sales talent in collaboration with field enablement resources
• Automate processes whenever possible, and design systems that delight AEs, Renewal Managers and CSMs.
• Develop and execute initiatives designed to optimize operational efficiency and productivity
• Collaborate directly with the Chief Customer Officer and Sales Leadership to define and operationalize best-in-class sales plays and cadences for existing Vercel Enterprise customers. 

About You:

• 5+ years of experience in Customer Success Operations, Sales Operations or similar
• Tech-savvy with experience in administering marketing, sales, and support SaaS applications (Salesforce, Outreach, Boostup, Gainsight etc.)
• A self-motivated, creative person with analytical, problem-solving, organizational, and interpersonal skills and the ability to adapt quickly to shifting priorities
• Ability to prioritize work and team’s work while minimizing distraction
• Ability to coordinate and manage potentially complex projects cross-functionally
• Ambitious, problem-solving, “find a way” attitude and team-player
• Growth mindset: A willingness to give and receive constructive feedback
• High level of integrity
• A deep, genuine curiosity for the business and how it works
• Track record of results in fast-moving …