Customer Intelligence Senior Manager

LISBON /CUSTOMER SUCCESS /FULL TIME

We believe it takes great people to create a great product. That?s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 98,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 900 people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.
The customer intelligence senior manager will be responsible for all customer experience data analysis, reporting, process and training needs. Their primary responsibility will be to provide quick responses to conversations from different channels. You?ll identify improvement opportunities and develop a framework that maps customer lifecycle data points to determine customer health score.

What you'll do:

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  Be responsible for all customer experience data analysis, reporting, process and training needs
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  Develop a framework that maps customer lifecycle data points to determine customer health score
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  Develop listening points along the customer journeys (e.g., usage)
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  Drive analysis of segmented engagement models for a very large and diverse customer base; Iterate definitions of customer segmentation
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  Create value for customers through higher product adoption, cross- and upsell by collecting, reporting on and analysing the key metrics
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  Enable customer at risk mitigation by ensuring customer health score is visible and available to all customer-facing organizations and can be used to drive an automated customer journey engagement
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  Help to optimize our customers? journeys based on A/B testing of serious engagement and risk mitigation approaches
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  Identify opportunities for continuous improvement
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  Align with the finance department around measurement and forecasting
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  Oversee customer success process definition, training and accuracy of measurements used for commission payouts
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  Generate monthly presentations for executive updates
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  Manage customer master and ensure complete customer data integration across customer journey and billing platforms
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  Collaborate closely with the finance team ensuring smooth end-to-end workflow between all of our lead to cash systems and processes

What we're looking for:

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  5+ years of experience in leading customer-centric analytics and process
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  Ability to manage influence through persuasion, negotiation and consensus building
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  Ideally combined background of post-sales, sales and financial processes and related metrics
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  Strong passion for revenue and growth, deep understanding of value drivers in recurring revenue business models
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  Analytical and process-oriented mindset
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  Desire for continuous learning and improvement
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  Enthusiastic and creative leader with the ability to inspire others
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  Excellent communication and presentation skills
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  Relevant Bachelor?s degree, preferably in computer science or a related field

What we're offering:

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  A value-driven work environment where people come first
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  A lively bunch of colleagues from over 50 different countries, with offices in Tallinn, Tartu, Lisbon, Prague, London, Dublin, New York, Florida, Riga and Berlin
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  A team serious about getting things done while not taking ourselves too seriously
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  A world-class working environment full of perks and treats
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  Freedom to execute your ideas with a passionate and motivated team supporting you
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  The chance to work on a product loved by 98,000+ companies worldwide
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  One of the coolest and "hottest" offices in Lisbon

Pipedrive is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.

We're looking for an amazing Customer Intelligence Senior Manager to our Customer Success team and to join us in Lisbon!
If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.