Senior Manager - CS RevOps

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

Qualia is looking for an AI-driven, strategic leader to join our team as the Senior Manager of Customer Success Operations. This pivotal role will lead the CS Operations team in developing a more intelligent, proactive, and efficient Customer Success organization, crucial for our accelerated growth. This position focuses on defining the future of customer success at Qualia, extending beyond conventional operations..

As a vital member of our revenue operations team, you will be responsible for the operational infrastructure of the entire Customer Success organization. This includes Support, Onboarding, Customer Success Management, Professional Services, and select Managed Services. Your core mission is to pinpoint and implement solutions, with a strong emphasis on utilizing contemporary tools and processes to deliver value, expand our operations, and foster an exceptional customer experience. 

The ideal candidate will have a deep interest in leveraging AI tools and processes to identify critical product and usage data points, establish predictive reporting frameworks, and present findings that improve the effectiveness of the entire CS organization. You and your team will operate as strategic partners, spearheading complex, high-impact projects.   

RESPONSIBILITIES 

• Partner with CS leadership to design and continuously evolve and execute on a vision for a 100x better Customer experience, leveraging AI to its fullest extent possible.

• Lead, coach, and develop a high-performing team of operations professionals supporting the Customer Success and Support organizations.

• Develop and execute a strategic roadmap for integrating AI tools and protocols into the CS team aimed at driving efficiency, predicting customer behavior, and automating insights.

• Optimize CS KPIs, incorporating predictive indicators to guide proactive and effective business decision-making.   

• Leverage advanced analytics and AI-driven insights from our data to identify trends, forecast outcomes, and present clear, actionable recommendations to senior stakeholders.   

• Collaborate with key partners across the organization ( Finance, Sales, Marketing, Product, etc.) on cross-functional initiatives.   

• Own and understand the CS team’s tech stack, and be able to advise and recommend new features and tech.

• Maintain a regular prioritization cadence for the CS Ops team in alignment with business priorities.   

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• 4+  years of experience in a  leadership role overseeing SaaS Customer Success Strategy and/or Operations 

• 7-10  years of progressive experience in an operations function in SaaS

• Obsessed with AI, personally and professionally, with a proven track record of developing production-grade AI use cases. Must possess deep familiarity with AI models, understand the challenges and opportunities of working with them, and fully embrace AI as a core solution.

• Experience with Salesforce is a must

• Experience with Customer Success and Support platforms is a must (Zendesk specifically is a big plus)

• Exceptional quantitative analysis and problem-solving skills

• Exceptional project management skills; experience leading cross-functional initiatives

• Outstanding communication skills and comfort collaborating with and presenting to Senior Executives

• Strong business acumen

• A highly organized and detail-oriented professional

• Passion for continuous iteration and experimentation

• Bachelor’s degree preferred but not required

While this role is based in Austin, Texas, we're open to exploring remote possibilities for qualified candidates. 

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

By submitting your application, you acknowledge and agree to the collection, processing, and use of your personal information as described in our Employee Data Privacy Notice.

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