Job Summary
We are seeking an action-oriented Revenue & Customer Operations Manager to bridge the gap between Sales, Customer Success, and Product. This is a Growth Process role designed to ensure our revenue engine is automated and our customers receive quick and comprehensive support for all their needs. You will own our sales ecosystem, build the infrastructure for client success, and serve as the technical triage point to ensure customer feedback is translated into product improvements.
Who We Are
SystemEarth is a Sustainability Tech company building digital tools and platforms for Corporate Sustainability and Compliance. We conduct big data analysis on agricultural land for deforestation and land legality, serving some of the world's largest manufacturers and agricultural producers to ensure sustainable sourcing.
Why Join Us
This is a unique opportunity to build the operational backbone of a scaling start-up. You won't just be following a process you will be the process architect. You will have a direct impact on our sales velocity and customer retention, working closely with the founders to develop systems to scale up operations.
Key Responsibilities
1. Revenue Architecture & Sales Operations
- CRM Ecosystem Ownership: Act as the primary administrator for the CRM. Design and maintain data integrity, lead routing logic, automated workflows to ensure the sales team focuses on high-priority opportunities.
- Pipeline Visibility: Build and maintain high-level dashboards sales teams to track conversion rates, sales velocity, and identify funnel bottlenecks.
- Sales Enablement: Develop and organise sales collateral (checklists, guidebooks, webinar materials) and enforce a standardised sales process to ensure consistency and quality.
- Lead Management: Project manage lead responses to ensure a 24-48 hour turnaround time, ensuring no lead is left unassigned or stagnant.
2. Customer Success Infrastructure
- Standardised Onboarding: Develop and execute a repeatable onboarding program for new clients, including training, system setup, and requirements gathering.
- Knowledge Base Management: Own the Customer Help Centre. Create clear documentation and record video tutorials to enable user self-service and reduce the need for live support calls.
- Technical Training: Lead technical training sessions for client teams, ensuring they are proficient in the platform and extracting maximum value from our features.
3. Technical Support & Feedback Loop
- L1 Triage: Serve as the first point of contact for technical issues. Filter requests by categorising them into user errors (solved with guides), bugs (investigated and replicated), or feature requests (logged for product review).
- Ticket Lifecycle Management: Actively project manage the resolution of bug fixes, tracking them through deployment and providing timely updates to the affected customers.
- Product Liaison: Work closely with the Product and Engineering teams to ensure the customer's input and voice is represented in the development roadmap and product design.
Preferred Skills and Qualifications
- Experience: 4-6+ years in Sales Operations, Customer Success Operations, or a similar hybrid role within a SaaS environment.
- Technical Proficiency: Hands-on experience configuring CRMs (e.g., Attio, HubSpot, Salesforce) and using project management tools (e.g., Jira, Asana, Clickup).
- Communication: Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
- Process-Driven: A natural builder who enjoys creating order out of chaos and documenting repeatable workflows.
- Startup Mindset: Proactive, self-motivated, and comfortable wearing multiple hats in a fast-paced environment.
