Manager, Customer Experience Business Systems at Sauce Labs Full Time

About Us:

Sauce Labs is the leading provider of continuous test and error reporting solutions that give companies the confidence to develop, deliver and update high quality software at speed.  The Sauce Labs Continuous Testing Cloud identifies quality signals in development and production, accelerating the ability to release and update web and mobile applications that look, function and perform exactly as they should on every browser, operating system and device, every single time.  Sauce Labs is a privately held company funded by TPG and Riverwood Capital.

The Role:

Sauce Labs is looking for a Manager, Customer Experience (CX) GTM Business Systems who is passionate about working in a fast-paced and growing SaaS environment. Our company is in a unique growth position that provides enterprise and SMB companies around the world with the tools and analytics they need for automated and manual testing. In this role, you’ll work cross-functionally with Customer Support, Customer Success, Implementation Engineers, Technical Account Managers, and other related functions to ensure our business processes are optimal and use analytical data to suggest improvements across our Customer Experience strategy, the systems we use, and our overall CX processes. Reporting to the office of VP of Revenue Operations, you will help drive CX productivity by enabling & implementing best practices within our business systems.

Responsibilities:

• Strong understanding of Salesforce.com technical requirements, system configuration and user requirements
• Provision new Customer Support Portal users, manage workflows, manage system configuration, and general end user assistance for Salesforce Service Cloud instance.
• Maintain and support Salesforce Service Cloud 3rd party app integrations
  • Admin from a systems perspective for all Customer Experience tools that integrate with Service Cloud: Jira, Sinergify (Jira Connector), Gainsight, ZenDesk, TheLoops.io, Email2Case, SSO integrations, etc.
• Assist, develop and maintain training materials and training curriculum
• Assist in training of new users, and grow the Salesforce.com skill set across the organization
• Strong project management skills desired; ability to juggle multiple projects and deliverables at once while keeping tight and ever-changing deadlines is a must
• Ensure accuracy in the data and implement processes that increase quality and relevance of data

Required Skills: 

• 5+ years experience in advanced administration & management of Customer Experience Business Systems, primarily Salesforce Service Cloud.
  • Other systems include: Jira, Sinergify (Jira Connector), Gainsight, ZenDesk, TheLoops.io, Email2Case
• 4+ years experience working directly or as a part of Sales Operations, Revenue Operations, or Business Applications in a SaaS Business
• Passion for technology and learning / developing business enablement tools
• Cross organizational teamwork and collaboration with strong analytical and quantitative skills
• Strong decision making and problem solving capabilities

We are a hybrid workplace that recognizes the importance of flexibility while valuing in-person collaboration and relationship building. As a result, Saucers located near an office location must be able and willing to come into the office. Those hired remotely must be able and willing to travel to an office as required by the specific role. 

Please note our privacy terms when applying for a job at Sauce Labs.

Sauce Labs is proud to be an Equal Opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity/expression/status, sexual orientation, age, marital status, veteran status or disability status.

Security responsibilities at Sauce

At Sauce, we will commit to supporting the health and safety of employees and properties, partnering with internal stakeholders to learn and act on ever-evolving security protocols and procedures. You’ll be expected to fully comply with all policies and procedures related to security at the department and org wide level and exercise a ‘security first’ approach to how we design, build & run our products and services.