Manager, Incentive Compensation & Analytics - Customer Success Operations

Job Description

• Develop, optimize and maintain ongoing CSM Book/Territory carving processes that reflects our customer coverage models and is fair and balanced for the global CSM team • Tie impacts of organization-wide initiatives as well as financial plans and goals to establish effective quota’s for the CSM Organization • Develop sustainable, scalable processes for identifying, analyzing, and recommending remediation for exceptions to various policies related to CSM variable compensation • Conduct analyses related to shifts in the business requiring adjustments to quotas at the team and individual level to effectively support business transformations • Partner with Systems and Systems Architecture teams to build scalable, compliant processes for accurately measuring CSM quota attainment given the myriad complexities of the organization and frequent movement of customers and CSM’s • Conduct analysis to determine optimal solutions to drive operational outcomes and present these strategic recommendations to Senior GTM Leadership • Improve visibility and accountability across the CSM leadership, entire CSM organization, GTM Leadership team, and Klaviyo Senior Leadership • Partner closely with CSM Leadership team on scoping and prioritizing key initiatives with clear business objectives and outcomes

Qualifications

• 10+ years of experience in an analytically driven environment, consulting firm, and/or CS/Account Management function in the SaaS industry • Top tier analytical and quantitative skills with a data-driven approach to problem-solving • Strong SQL and Tableau skills and the ability to use tools such as Python, R, and Excel to work efficiently at scale • Experience working with Salesforce and Xactly preferred • Excellent communication and presentation skills and proven ability to translate data into actionable insights • A track record working creatively problem-solving and collaborating with Sales, Success, Support, Product, and Marketing to create an exceptional customer experience • Proven ability to effectively influence at all levels of the organization. • Strong communication and interpersonal skills

Benefits

• medical, dental and vision coverage • health savings accounts • flexible spending accounts • 401(k) • flexible paid time off • company-paid holidays • culture of learning that includes a learning allowance and access to a professional coaching service for all employees