The Global Digital SMB Sales team at GitLab is focused on delivering exceptional SMB customer outcomes and experience at scale, through an innovative, collective ownership and signal-based approach to customer engagement. Our SMB Advocates are the single GitLab resource that engages with SMBs pre-sales, sales and post-sales. As the Operations Analyst, you will play a critical role in building and enhancing the systems, tools and processes that allow our GTM model to operate smoothly and effectively at scale, and ultimately drive value to our customers. You will own driving significant systems projects in conjunction with our business partners across operations, systems, IT, finance, and fulfillment. You will be a key enablement resource for the sales teams to drive fast onboarding, tool adoption, model improvement and collecting and responding to feedback. With your strong background in SaaS/CRM operations or administration, and drive for consistent improvement, you will help us scale our model for explosive growth across our segment.

Responsibilities

• Develop and rollout frameworks, processes and metrics to support, stand-up and grow a newly created team
• Partner with enterprise systems, marketing operations, sales operations and other cross-functional groups to deliver the right tools, experiences and processes to optimize for self-service
• Build, monitor and maintain dashboards and reports, all the way from running the day-to-day of the business to ensuring executive visibility
• Proactively and reactively identify, analyze, troubleshoot, escalate, triage and resolve business-stopping customer-facing issues through partnership with engineering and product teams
• Actively engage with sales and customer-facing teams to identify customer self-service opportunities and gaps. Influence the self-service product backlog based on data, customer feedback and internal feedback

Requirements

• 1-3 years experience in SaaS operations or related field
• Strong analytical and problem-solving skills
• Resourcefulness to get things done cross-functionally, prioritize multiple projects, and project-manage
• Self-starter, detail-oriented and comfortable working in a fast-paced/dynamic environment
• Experience and knowledge of B2B enterprise SaaS tools (e.g. Salesforce, Zendesk, Drift)
• Lives and breathes process improvement and optimization
• Willingness to learn and use GitLab
• You share our values and work by those values

About the team

Thanks to our Transparency value, you can see what we are working on in our Team page. 

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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