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Reputation.com Manager, Sales/Services Operations in Lehi, Utah

About Reputation:

Reputation is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touch points.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.

"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett

Why Work at Reputation?

  • We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.

  • Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.

  • The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

  • We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.

  • Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded, and careers are developed.

  • Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

    Job Summary:

Reputation is looking for a Manager, Sales/Services Operations that is ready to take on new challenges. The Manager, Services (CSM) Operations owns the services process utilizing metrics, sales and customer feedback to proactively recommend process changes to decrease churn and increase upsell utilizing our services tech stack. He/she will be responsible to continually analyze the pipeline and sales process utilizing metrics, sales and customer feedback and proactively recommending process changes to increase closure rate and decrease sales cycle time.

Responsibilities:

  • Actively run the Deal Review War Room and Redzone meetings with involvement of the sales and the cross-functional support teams.

  • Ongoing ownership of the CRM, Gainsight, Salesforce and Clari systems with responsibility for driving improvements over time

  • Ownership of the department’s system of metrics

  • Responsible for tracking of the quarterly and annual customer health process

  • Analyst and solution consultant mindset, ie knows why the numbers are important, recommends how to improve them and can enable the platform directly through reporting or indirectly by bringing the right resources to manipulate the tech solution

  • Work closely with Marketing and other internal teams to develop, deploy, and continually refine the sales tools and collateral needed by the CSM team.

  • Ownership of the department’s system of metrics.

  • Responsible for tracking of the quarterly and annual sales forecasting process.

  • Ownership of the CSM compensation plan.

  • Actively participating in quarterly and annual planning.

  • Ad hoc projects.

  • Additional duties as assigned.

Qualifications:

  • 5-8+ years of experience in Revenue Ops with 2+ years as a Sales Operations leader in a software company.

  • Bachelor's Degree in Business preferred OR required.

  • MBA Preferred.

  • Experience with Salesforce.com, Clarie, and or other forecasting or BI tools.

  • A fundamental understanding on what motivates sales/services organizations to perform.

  • A fundamental understanding of large account, Enterprise selling.

  • A fundamental understanding of how metrics can be used to track and improve the performance of sales/services teams.

  • A “process-centric” problem solver.

  • A proven track record in successfully undertaking increasing responsibilities in a selling organization.

  • A creative problem solver – willing to look at old problems in new ways.

More on Reputation:

The majority of consumers — 90% — say online reviews influence their purchasing decisions. Yet marketing departments are at the mercy of third-party algorithms they don't control, and no amount of marketing spend can offset the negative impact of a weak online reputation.

Our Reputation Score, much like the consumer FICO score, is an indispensable index for every business, and the accurate measure of how a company can get found, get chosen, and get better. Global companies across industries such as Healthcare, Automotive, Retail Services, Property Management, Financial Services, Storage, and more use our platform to:

  • Monitor, request and respond to online reviews

  • Improve star ratings and search result rankings

  • Audit and maintain business listings and location directories across the web

  • Manage social media engagement and advertising

  • Make operational changes to improve customer experience

  • Maximize customer retention and revenue

Reputation is a World Economic Forum Global Growth Company funded by top-tier venture capital firms such as Kleiner Perkins, Bessemer Venture Partners, Ascension Ventures, August Capital, Heritage Group, and Icon Ventures.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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