• Location
    • Copenhagen
  • Date Posted
  • Jan. 6, 2022
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way - but there’s still an exciting journey ahead of us. Do you want to join us?

To support Trustpilot’s rapid expansion, we’re looking for a talented Commercial Operations Director to lead our team Customer Success Operation team of three Ops managers across London or Copenhagen.

The Commercial Operations Team is Trustpilot’s engine room, engaging with most departments within the company to ensure consistent and efficient processes. The department currently consists of 15 employees across our Copenhagen, London, Denver and New York City offices. You will be reporting to the Commercial Operations Director who is working from the Copenhagen office.

The main tasks for this role are to lead a small team of Commercial Operation Managers and ensure the best support across our CS departments in the Central-Europe, UK and Australia. You will be responsible for setting the operational strategy for the Customer Success team in collaboration with the Senior leaders of Customer success.

Furthermore, you’ll be responsible for building insights, creating performance analysis and driving process optimizations through projects that you identify with your team.

  • You will be working closely together with your colleagues in the operations team, Finance, Legal, Business Systems and with the senior leaders in Customer Success.

In this role, you will have the possibility to set a fingerprint in building the processes and help to optimize the Customer Success department in order to make it more efficient and scalable.

Responsibilities

  • Supporting and collaboration with the senior leaders of Customer Success with operationalizing the strategies, optimizing and developing efficient processes, within tools and systems.
  • Leading the EMEA Customer Success Ops team, which includes prioritization of tasks, setting the CS Ops strategy & developing people.
  • Own key weekly, monthly, quarterly operational processes, such as base renewal reporting, forecasting and commissions preparation.
  • Identifying the key metrics and collaborating with the Ops team and other stakeholders to create and own robust reports & dashboards that measure and track company KPIs and CS metrics, such as retention and integration
  • Develop insights and analyze trends to suggest further improvements of training, systems and strategy.
  • Acts as an advisor to the Senior leadership and bring a balanced viewpoint
  • Own, manage and implement local projects to support the Sales / CS business objectives including systems & tools and process & policy improvements
  • Builds business case for global or channel wide changes
  • Improve systems and tool usage, to create more efficient sales and integration activities and optimize results.
  • Assist with the maintenance of accuracy of data within Salesforce for the CS portfolio of accounts and drive the governance of the Customer Success Team with regards to timeliness and accuracy of updates.
  • Be a broker of sales engagement/ownership issues between the Sales and CS departments to facilitate collaboration and order.
  • Create and maintain motivating commission plans for our CS and integration teams.

Your profile

  • You understand and thrive working in a sales environment
  • Enjoy working collaboratively with various departments across the organization
  • Minimum of 6 years experience in a sales operations or commercial operations role
  • Organized and can juggle working on multiple projects at once
  • Experience with leading and developing people and creating an environment they can thrive in.
  • Experienced working with CRM systems, preferably Salesforce
  • Analytical mindset, passion for working with data and advanced Excel or Google skills.
  • Detail-oriented
  • Great stakeholder management skills
  • You are able to present and implement your ideas in order to get better solutions
  • An ability to prioritise workload and meet targets set by others
  • An ability to work cross-functionally and influence decision making with senior-level audiences
  • Take personal responsibility to meet commitments and actively seeks additional responsibility
  • A team player & good communicator
  • Experience with Zuora / Totango is an advantage
  • You are fluent in English (speaking and writing)

What we have to offer

  • A key part of an exciting international growth journey
  • Great colleagues and social activities in a highly international working environment
  • Competitive salary & Company Bonus Scheme
  • Stock Options (after 1 year of employment)
  • On-going career development
  • 25 days holiday
  • Vibrant culture in our centrally located office in Copenhagen or London, ping pong, foosball and awesome social events

About Trustpilot

At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.

With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of ping-pong, a cup of coffee or maybe grab a beer after work.

Trustpilot is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Trustpilot is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trustpilot are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Trustpilot will not tolerate discrimination or harassment based on any of these characteristics. Trustpilot encourages applicants of all ages.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.