Job Description
Position: Revenue Operations Coordinator
Reports to: CEO or Marketing Leadership
Classification: Full Time, Exempt
Location: Remote USA, or Hybrid San Diego, CA or Rochester, NY based on candidate/experience
Job Description: As a Revenue Operations Coordinator at pipette.com, you will play a vital role in supporting our revenue generation efforts and enhancing customer success through streamlined operational processes and digital strategies. This position offers an exciting opportunity to climb "out of the entry-level" with a couple of years of experience and gain serious autonomy to contribute to the development and execution of customer-centric initiatives.
We are squarely aimed at improving the web journey, optimizing lead management, providing efficient support, and driving revenue growth. Working closely with cross-functional teams, you will assist in implementing digital customer success motions, managing calendars, and coordinating recalibration campaigns to ensure a seamless experience for our customers - this will have a high level of visibility to executive leadership and the sales and service organizations.
Key Responsibilities:
Web Journey and Customer Experience:
- Assist in analyzing the web journey to identify areas for improvement and enhance the overall customer experience.
- Collaborate with digital marketing and web development teams to implement enhancements and optimize conversion paths.
Forms, Leads, and Support Management:
- Manage forms and leads generated through various channels, ensuring timely follow-up and lead qualification.
- Provide support in ticketing and resolving customer inquiries or issues efficiently.
Phone/Chat/Email Paths for Customer Support:
- Coordinate phone, chat, and email support channels, ensuring customers receive prompt and helpful assistance.
- Monitor and track customer interactions to identify trends and areas for improvement.
Calendar and Priority Management:
- Assist in managing calendars and scheduling appointments for sales, support, and other key stakeholders.
- Help prioritize tasks and initiatives based on monthly and quarterly goals and objectives.
Recalibration Campaign Coordination:
- Support the coordination of recalibration campaigns, collaborating with the digital content manager and marketing team.
- Assist in executing marketing initiatives targeting existing customers and prospects to drive recalibration services revenue.
CRM Management (HubSpot) and Customer Success Platforms:
- Assist in managing HubSpot CRM system, including data management, lead tracking, strategy, and reporting. Collaborate with the customer and revenue teams to leverage HubSpot's features for improving customer engagement and retention.
- Support the integration and utilization of future customer success platforms (Such as Gainsight, PlanHat, OnRamp, ChurnZero, or similar tools) to enhance customer lifecycle management across our family of businesses when needed.
- Contribute to the migration of ticketing and CRM systems, ensuring seamless transitions and data integrity throughout the process.
- Strong analytical skills and attention to detail for data management and reporting tasks, working with Sales Operations functions to ensure high-quality, actionable data is ready for consumption and execution.
- A proactive and collaborative attitude, with a passion for driving customer success and operational excellence.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or related field, with a minimum of 2 years of successful, measurable experience behind you
- Strong organizational skills and attention to detail with excellent communication and interpersonal skills.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment. Think: racecar, not freight train.
- Basic understanding of digital marketing and digital-first customer success strategy is a plus. Following thought leaders, reading and writing about the practice of what good forward looking companies do would be a key signal you're in the right zone.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and a wide appreciation for CRM software as a tool for customer good, not a tool for management to chase staff.
Why Join Us: As a Revenue Operations Coordinator at pipette.com, you will have the opportunity to gain hands-on experience in revenue generation and customer success initiatives within the dynamic life sciences industry. This role offers room for growth and development, allowing you to build a solid foundation in marketing operations and contribute to the success of our organization. Join us in our mission to empower scientists and researchers with the tools and support they need to drive innovation and make a difference in the world.
Please note that Pipette.com adheres to all wage transparency requirements for Colorado, Maryland, Connecticut, Nevada, Rhode Island, Washington, California, and New York. The salary range provided below is representative of the variability within the position, which includes both part-time and full-time roles across different states, countries, and municipalities. For a more accurate estimate based on your individual location and expected productivity level, please feel free to contact us at any time during the recruitment process.
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