Overview
Position Type: Full-time, salaried Location: Remote (NY, NH, MD, CT, MA, DC, VA, NC, GA, FL, CA)Reports to: CROCompensation: $125,000+/- (depending on experience) Hustle is a peer-to-peer messaging platform designed to empower organizations to humanize communication while maintaining data privacy and compliance. Texting with Hustle complements other communication strategies and brings real human connection back in the digital era when people ignore bots and prefer to talk to real people. Founded in 2014 as a community engagement tool for campaigns and advocacy, Hustle has evolved to become the leader in transforming how individuals and institutions build meaningful, long-lasting relationships We are looking for a Director of Data and Operations who will act as the primary point of contact for a high-performing team inclusive of the entire Go To Market Organization. This position is expected to lead, monitor and drive the overall effectiveness of sales & customer success efforts to ensure we stay ahead of and aligned with broader business objectives.
What You Bring To The RoleMinimum of 7 years experience leading and working in an operations department focused on sales & customer success efforts, specifically data hygiene, forecasting and end of quarter learnings, earnings (commissions)Have the ability to own, buildout & manage software that facilitates Sales & CS activities (ex. CPQ, Groove, SFDC, SalesLoft, Pardot etc)Must have empathy and strong listening skills to work with our GTM team and to quickly build rapport to get projects, tasks and potential asks completedComfortable discussing pricing and creating contracts with internal and external stakeholdersUnderstanding of data analysis tools, Excel, Salesforce, non-profit tech tools ie: VAN or other nonprofit CRMsA highly organized approach to your work, with meticulous attention to detailExperience with Zendesk or other CRM or support management system as well as experience using Hustle helpful, but not requiredExcellent communication skills both written and verbalPassion for progressive values and a desire to work in a company where our work makes an impact on the world around us What You’ll Do:DATADrive overall Business IntelligenceReporting: Report to CRO on past/current results, net new deals, renewals and churn and expansion forecasts, e. g. through dashboards and presentations.
Use a combination of SFDC, Periscope and product data to forecast ARR that informs GTM Target. Analysis: Track leading indicators of product usage, deal flow, avg deal sizes, days to close, renewals and upsell, and analyze them to inform the GTM or Exec team of risks and opportunities Data Enablement: Leverage data to inform strategic decisions and work of the Sales, CS and SDR teams in driving usage, adoption, renewals and upsellsSYSTEMS + PROCESSES Risk Management: Detect early signals of at-risk renewals and net new deals through our sales methodologies, design playbooks for Sales & CSMs to address risk signals, and provide path to escalation & improvementsPricebook: Work with finance to manage updates and implementation of Pricebook with Sales and CS teamDeal Desk: Serve as Sales, CS Liaison to Deal Desk. Work with finance around contractual expectations. .
Manage requests from Sales & CS, including escalation to finance, legal or exec teamAutomation: Drive efficiency through automation of routine tasks and relevant client communication, including outreach related to product adoption, improving performance, overage warnings, and expansion opportunities. Work closely with SDRs to manage outreach automation through SalesLoft and Salesforce or any other systems we implementResources: Own management, organization and updating of resources and provide materials that help Sales & CSMs work more effectively & collaborativelyTech Systems: Own, buildout & manage software that facilitates Sales & CS activities (ex. CPQ, Groove, SFDC, SalesLoft etc)Cross-Functional Coordination: Coordinate cross-functional processes and projects that help meet renewal and upsell targets and deliver on customers’ needs, including processes for Sales & CSMsENABLEMENTTrainings: Record and organize updated Hustle Training videosCustomer Lifecycle: Empower Sales, CS, SDRs team with the data and analysis needed to plan optimal timing and content of touch points for CSMs along the customer journey with the goal of driving adoption, net promoter score and expansion/retention. Partner Support: Provide data and training materials/opportunities to Hustle’s strategic implementing partnersSupport Sales team with reports, dashboards, and data-driven insights around client successes and use casesWhat you’ll need:Passion for data, client success, and designing processes that scaleSales or Client Success experience, specifically with contracts/negotiationsStrong written and verbal communicationCollaborative presence, ready to dig in and help the teamAbility to break down complex problems into manageable components and think through optimal solutionsOwnership over your workStrong listening skills; open to input from other team members and departmentsExperience with CRMs (specifically Salesforce admin + Pardot)Experience with customer support and success platforms (ex.
Zendesk and Gainsight) a plusStrong SQL SkillsExperience with Hustle and integrated products About the teamWe are a mission-driven company that celebrates the diversity of its team. This includes professional background, subject matter expertise, culture, race/ethnicity, sexual orientation, gender identity and expression, language, political beliefs, and hobbies. The Hustle team is entirely remote. We use Slack to keep in contact, and meet regularly using Zoom/Google Meet.
However, Hustle is only set up to hire in the following US states: NY, CA, MA, FL, DC, VA, MD, NC, NH, CT, GA Hustle provides full medical, dental, and vision insurance Full time employees are eligible to participate in our bonus/equity programWe have generous time off, company holidays and sabbatical programs Hustle will consider for employment qualified applicants with arrest and conviction records, pursuant to laws applicable in California, Georgia, Massachusetts, Maryland, New York, New Hampshire, Connecticut, Florida, North Carolina, Virginia and Washington D. C.
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