Senior Systems Manager

About Juniper Square

Our mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology – all while contributing as a member of a values-driven organization – we want to hear from you. 

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across most US states, 2 Canadian Provinces, and Mexico. We also have physical offices in San Francisco, CA and Austin, TX, for employees who prefer to work in an office some or all of the time.

About your role

Business Operations works across every part of the company, designing, building, operating business systems and data infrastructure to instrument business processes and business intelligence to enable the operations and growth of Juniper Square. This work moves the needle at Juniper Square. If you are attracted to understanding and improving systems and processes, are analytical and solution-focused, we want to talk to you. 

As the Senior Systems Manager in the Business Operations team, you will play a central role in equipping multiple customer operations and experience functions (on-boarding, services, support, account management) with the tooling that enables them to deliver the highest quality solutions to customers.

We are on a mission to make commercial real estate and capital markets more transparent and accessible to all - and are looking for someone who is excited by the opportunity to create processes and generate insight that helps everyone at the company achieve that goal.

What you’ll do

You are the owner of developing internal system and data solutions for the customer experience organization, comprising customer support, service delivery, relationship success management:

• Partner with the organization leaders and SMEs to identify and define their operational needs and requirements

  • be the trusted expert go-to person for all solution needs, with a thorough understanding of the provided solutions and of the operational functions

  • have an expert understanding of CRM platform and application capabilities and of customer data structures

• Conceptualize solutions and systems for current and expected operations  

  • synthesize input and perspectives of all relevant stakeholders

  • effectively balance short- and long-term needs and tradeoffs between sophistication and expeditiousness

  • understand and address cross-functional process and system impacts

• Manage solutions to implementation 

  • identify the most effective solutions based on value and complexity

  • effectively manage internal and external resources (architects, engineers, consultants)

  • manage communication with all stakeholders

  • comprehensively document solution concepts, plans, activities, operating procedures

• Ensure successful technical operation of implemented systems 

  • contribute to user enablement with comprehensive solution documentation and with training content

  • design solutions for routine operations, including cross-functional maintenance processes

  • contribute to system management, including appropriate hands-on activities

Qualifications

• Expert experience in developing and managing business applications, focused on customer experience, CRM, PSA, work management

• High proficiency in program / project management, particularly in formulating and managing solution implementation roadmaps 

• Demonstrated ability to effectively communicate and partner with numerous stakeholders at all organizational levels 

• 5+ years of direct or comparable experience in high-growth technology companies, with a demonstrated record of high-impact solutions (internal or external)

• 5+ years of technical solution experience with CRM, PSA, work management applications such as FinancialForce, Zendesk, Salesforce, Gainsight or equivalent<