Director, Go to Market Operations

At ZoomInfo we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. If you are a collaborative, take initiative, get stuff done individual we want to talk to you! We have high aspirations for the company and are looking for the right people to help fulfill the dream. We strive to continually improve every aspect of the company and use cutting edge technologies and processes to delight our customers and rapidly increase revenues.

As the Director, Customer Operations, you will report to the Senior Director, Sales & Customer Operations and work closely with GTM Leadership and various Operations and Systems functions to drive process alignment and increase business efficiencies. You’ll recommend, build consensus, scope and run cross functional programs and processes that have a direct impact on our operational efficiency and top line growth of all revenue lines. You’ll also work alongside team members who are smart and driven, passionate about their work, and thoughtful and caring in their interactions with colleagues and customers.

The responsibilities of this opportunity include: 

  • Take ownership of our Customer Operations strategic roadmap with a specific focus on optimizing business processes for better outcomes for our customer experience and account management organizations. Must be experienced with translating high level strategic roadmaps to tactical/operational business requirements. 
  • Proactively identify, scope, and implement process improvements into the customer experience, onboarding, renewal, and expansion motions. Partner with business stakeholders to document, prioritize, and execute against these new strategies. 
  • Collaborate with the broader Business Technologies and Enterprise Data Analytics teams to clearly articulate the customer business strategy and the corresponding operational requirements.
  • Build and lead a team of customers operations managers that will scope, implement, and manage all workflows and processes within the customer base. In addition, they will be responsible for benchmarking industry best practices for customer operations and providing recommendations to the business for improvements. 
  • Work with Account Management, Customer Experience, Compliance, and Finance teams to define both internal and external processes for how we support customers who both expand organically on the platform or through contract expansions/ restructuring.

A successful candidate will have the following qualifications: 

  • 7+ years of experience in Sales, Revenue, or Business Operations at a SaaS based company
  • BA/BS degree in a business-oriented field or equivalent practical experience
  • Demonstrated experience working and communicating exceptionally well with multiple stakeholders and cross functional teams, including C suite and Executive teams, business development, product management, product marketing, program management, legal, as well as our external strategic partners
  • Strong familiarity with B2B SaaS business industry best practices, and hands on experience administering or building with these tools to solve common business problems
  • Deep experience leveraging a variety of business systems to solve complex problems that drive business outcomes
  • Ability to work through ambiguity, manage up, and build consensus across a variety of teams and stakeholders
  • Strong organizational skills with the ability to execute proactively instead of reactively and lead a project from conception to completion
  • Strong attention to details and numbers

Bonus Qualifications: 

  • Familiarity with relational databases, data hierarchies and working with structured data inside of CRM and outside of CRM (Excel/ Tableau)
  • Experience with a highly varied and distributed tool stack across the entire customer journey
  • Experience being in a customer success or account management role. 

About us:

For over a decade, ZoomInfo has helped companies achieve their most important objective: profitable growth. Backed by the world's most comprehensive B2B database, our platform puts sales and marketing professionals in position to identify, connect, and engage with qualified prospects.

Our mission is to provide every company with a 360-degree view of their ideal customer, empowering each phase of their go-to-market strategy and driving their ability to hit their number.

All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, gender, national origin, disability and protected veterans status or any other personal characteristic protect