Strategy & Operations Manager, Technology Alliances

at  Zendesk

Job Description
Who you are
We’re looking for a Technology Alliances Strategy & Operations Manager with strong program planning and execution skills, data and analytical skills, business planning and reporting experience, and an ambition to have a significant impact on understanding and accelerating Technology Partnerships that grow the Zendesk business. The right candidate will have the desire to work cross-functionally amongst our Product, Sales, Customer Advocacy, and Finance teams to drive strategic initiatives, source and manage data and track performance.
You must have a high level of curiosity, attention to detail, understanding of sales and support business processes and the ability to collaborate and achieve buy-in at all levels across the business. You are comfortable with all kinds of data, as well as sourcing data from systems such as Salesforce and LookerStudio, and in all stages of data analysis. You have previously led elements of business planning and review processes for software/ SaaS companies and have the acumen and experience to identify and anticipate trends that may require shifts in strategy or prioritization.
What you’ll be doing
You’ll work closely with the Tech Alliances leadership team supporting all planning, reporting and operational management activities, reporting to the Director, Technology Alliances Strategy & Operations. On the data side, you will be responsible for Salesforce reporting and maintenance, LookerStudio dashboards, SQL queries and data analysis. On the program side, you will be responsible for scaling some of our largest initiatives, including our work with AWS. Of course, you should always be prepared to roll your sleeves up and take on additional initiatives. The ultimate goal is to provide a better experience for our technology partners driving higher partner satisfaction and for our GTM teams as they engage with technology partners to close new and expansion business.

Responsibilities:

• Salesforce: own the maintenance and optimization of our Salesforce instance, including reporting and overall hygiene
• Data Analytics: in collaboration with our Product and Data teams, own all Tech Alliances data within LookerStudio and our Enterprise Data Warehouse, including creating and running queries against the data, as well as reporting and conducting analyses against the data to provide insights across the organization
• Process Optimization: in collaboration with both Tech Alliances and other stakeholders (e.g., Product, Sales, Advocacy), establish best practices and standard operating processes for key activities (e.g., resell program, strategic partnerships)
• Partner Portal: ownership of our external facing Partner Portal to ensure we are providing a streamlined partner onboarding journey and we have continued data integrity between the Portal and our internal CRM
• Collaboration: Contribute to the team’s overall understanding of Zendesk customers, operating processes, systems and our portfolio of products. Collaborate and give back to the growing Strategy & Operations network across different teams at Zendesk.

What you bring to the role:

• Answers business questions with clarity and data. Always data.
• Intellectually curious and passionate about this opportunity
• Communicates well with executive audiences
• Proactive and tenacious
• Organized and driven to get results
• Team player excited to collaborate with others
• Comfortable with ambiguity and changing priorities

Basic Qualifications

• BA/BS degree required, an MBA can be a plus
• 4+ years of experience in a similar role or operating experience in a SaaS company. Individuals with a management consulting background also welcomed
• Experience with Salesforce and LookerStudio, particularly reporting and batch modifications
• Experience creating and running SQL queries and analyzing the data produced
• Experience with end to end process improvement initiatives and scaling programs
• Experience building high-quality, visually-appealing and data-rich presentations

Preferred Qualifications

• Proficient in Salesforce CRM sales lifecycle management process, data extraction, report creation and complementary analytics tools
• Ability to dive into large volumes of data and develop actionable insights for the business are key to success in this role
• Experience working with disparate teams to drive the creation, implementation and maintenance of cross functional processes
• Experience with technology partner ecosystems
• Experience balancing numerous different priorities and demands
• Ability to be highly productive with limited oversight on a day to day basis
• Strategic thinker with excellent business acumen
• High-energy, team-first, positive attitude. You enjoy working with a diverse set of teammates across a growing range of geographies

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

THE INTELLIGENT HEART OF CUSTOMER EXPERIENCE

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request

Responsibilities:

• Salesforce: own the maintenance and optimization of our Salesforce instance, including reporting and overall hygiene
• Data Analytics: in collaboration with our Product and Data teams, own all Tech Alliances data within LookerStudio and our Enterprise Data Warehouse, including creating and running queries against the data, as well as reporting and conducting analyses against the data to provide insights across the organization
• Process Optimization: in collaboration with both Tech Alliances and other stakeholders (e.g., Product, Sales, Advocacy), establish best practices and standard operating processes for key activities (e.g., resell program, strategic partnerships)
• Partner Portal: ownership of our external facing Partner Portal to ensure we are providing a streamlined partner onboarding journey and we have continued data integrity between the Portal and our internal CRM
• Collaboration: Contribute to the team’s overall understanding of Zendesk customers, operating processes, systems and our portfolio of products. Collaborate and give back to the growing Strategy & Operations network across different teams at Zendesk

What you bring to the role:

• Answers business questions with clarity and data. Always data.
• Intellectually curious and passionate about this opportunity
• Communicates well with executive audiences
• Proactive and tenacious
• Organized and driven to get results
• Team player excited to collaborate with others
• Comfortable with ambiguity and changing prioritie