Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.
Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2’s 2023 Best Global Software Companies. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.
We are looking for an experienced manager to help scale our Customer Experience (CX) Go-To-Market Operations and Strategy team through our company’s growth. This role will work closely with our CX leadership team across Customer Success, Professional Services, and Customer Support as a business partner supporting business operating rhythms, strategic decision-making and planning, process improvement, and performance management reporting.
Responsibilities:
- Manage business operating rhythms throughout the CX organization: Support and facilitate the operating rhythms of our CX teams, ensuring the organization is running effectively and efficiently to meet established goals and objectives; this includes managing weekly, monthly, and quarterly cadences for business reviews, reporting, forecasting, and communications.
- Drive strategic decision-making and planning in partnership with CX leadership: Produce analysis and recommendations that provide insight to CX leadership on key decisions impacting our business; work closely with Analytics, Finance, and other cross-functional teams on annual planning.
- Deliver key reporting and insights on CX performance: Produce accurate and actionable insights on CX performance metrics in close partnership with Analytics and Finance.
- Lead complex cross-functional projects/programs within and across CX functions: Lead initiatives that span multiple CX functions and regions, working with cross-functional and cross-regional teams to build consensus, facilitate accountability, coordinate decision-making, and guide implementation of strategic plans.
- Enable and refine CX workflows through systems and process improvements: Plan and execute operational improvement initiatives that enable the CX organization to more effectively serve our customers.
- People management: Manage an analyst that also supports the CX organization.
Requirements:
- BA/BS degree, ideally in a quantitative field such as Finance, Business, Economics, or Strategy, with an impressive track record of success
- 5+ years of professional experience, with 2+ years in a SaaS or recurring revenue business; ideally in a Revenue Operations, Business Operations, Finance, Analytics, FP&A, or other operational or quantitative role
- Outstanding project management skills across a varied set of responsibilities in a fast paced, high volume environment. Self-starter and quick learner that can work independently, collaboratively, and on multiple initiatives simultaneously with a demonstrated record of driving results
- Detail-oriented and organized with experience in managing project plans, meeting deadlines, and proactively raising blockers or risks
- Natural problem solver and bias towards finding solutions vs. shutting down ideas
- Resourceful, innovative, and are always looking for ways to drive process improvement and act as an agent for change
- Strong verbal and written communicator with excellent interpersonal skills to build and maintain relationships with key stakeholders
- Advanced proficiency in Microsoft Excel or Google Sheets (e.g. lookups, pivot tables, complex formulas)
Preferred Qualifications:
- Experience using Tableau and/or Power BI
- Experience using CRM software (Gainsight, Salesforce)
- Experience in a similar position in a SaaS or cloud organization
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