Strategy & Operations Senior Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role  

We are looking for a highly experienced Strategy & Operations professional to play a pivotal role in driving the transformation for the Customer Success Office at Proofpoint.  This individual will be responsible for complex data analysis to inform foundational strategic and operational decisions and will also support CS leadership in rolling out major process changes and analyzing performance.  This role requires a strategic thinker with a deep understanding of GTM, CS and Services operations, highly advanced analytics skills and a strong ability to influence cross-functional teams without direct management responsibilities.

This role will be a senior level individual contributor who will also be expected to mentor junior analysts.  This role will report to Vice President, Customer Success Strategy, Operations & Transformation.
 

Your Responsibilities 

Strategy & Analysis

• Support CS leadership with driving complex analysis to inform key decisions and long-term strategy
• Combine analytics, exploratory skills, and data intuition to deliver insights on customer segmentation, account targeting, churn risk and churn causalities, upsell opportunities, and adoption analytics
• Collaborate closely with data science team to enhance predictive analytics capabilities and incorporate into analysis
• Create executive level presentations that clearly explain data insights and strategic recommendations

Business Operations:

• Implement and manage customer segmentation strategies to tailor CS efforts to different customer needs and profiles
• Design and implement an effective coverage model to align to customer segmentation
• Develop headcount plans to support the growth and scalability of the CS & services teams
• Design and optimize territory assignments to ensure balanced workload distribution
• Develop and implement a KPI target-setting framework for the Customer Office
• Design and implement compensation plans that incentivize and reward CS team members in alignment with set KPIs          
• Optimize customer success processes and tools to ensure operational efficiency and scalability

Dashboarding & Executive Reporting

• Partner with CS leadership and data science to design dashboards, visualizations and reporting to enable users to analyze customer portfolio health against key metrics in real time
• Create intuitive dashboards in Power BI and within the Customer Success Platform
• Help CS leadership to design and monitor key performance indicators (KPIs) and operational metrics

Leadership, Change Management, and Collaboration

• Mentor junior analyst resources and bring thought leadership and perspective
• Work closely with product, sales, marketing, and other departments to ensure alignment and integration of customer success initiatives
• Lead change management efforts to implement and enable CS team members on new processes, policies, metrics and other changes that enhance customer success operations

What you bring to the team

• Bachelor's degree in Business, Management, or related field; MBA degree preferred.
• 12+ years of experience in strategy, operations, business analysis, or related roles
• 5+ years of experience within SaaS, preferably with in GTM or customer success functions
• 5+ years of experience driving analysis related to the customer lifecycle – customer journeys, churn analytics / causalities, customer/account targeting, customer health/risk, and adop