Director, Sales & CS Operations

About the Role:

As the Director of Sales & Customer Success (CS) Operations at PitchBook, you will play a pivotal role in driving the efficiency, effectiveness, and scalability of our sales and customer success efforts. Treating people and teams within the Sales & CS departments as your primary customers, and treating our systems as your products, you will lead a team with the goal of optimizing and automating sales and customer success operational processes with tools, data, and analytics to efficiently and effectively drive PitchBook's overarching business goals.

In this role, you will define and drive the vision, mission, strategy, and roadmap for Sales & CS Operations ("Sales Ops"), with the goal of aligning your people, processes, and technologies to empower, enable, support, and drive operational efficiency and scale for our Sales and CS departments. In doing so, you will treat Sales, Customer Success, and all users of the tools, systems, and analytics built within Sales Ops as your internal customers, overseeing teams with three primary capabilities:
1) Sales Operations that enable & empower your internal customers with timely and exceptional support for, configuration and administration of, and training on the tools that drive their day-to-day work (e.g. Salesforce.com, etc.).
2) Sales Platform that identifies, delivers, automates, integrates, optimizes, and maintains all tools, code / low-code, and systems that improve operational efficiency for your internal customers.
3) Sales Intelligence that utilizes data generated by our operational systems to deliver analytics, dashboards, and reports offering data-driven insights guiding tactical decisions and informing strategic direction.

Reporting to the Senior Director, Revenue Operations and working closely with the Chief Sales Officer (CSO), Chief Customer Officer (CCO) and our Sales & CS leadership, you will identify Sales & CS needs. Blending your knowledge of sales & customer success practices and outcomes with your deep knowledge of the wide array of tools and technologies available to meet those needs, you will work with Enterprise Technology leaders to devise sustainable technical solutions to complex sales, customer success, and business problems while collaborating closely with cross-functional teams and other Revenue Operations leaders.

Primary Job Responsibilities:

• Own the vision and strategy for Sales Operations and collaborate closely with other Revenue Operations groups to achieve that vision
• Own and drive our Sales Operations roadmap, using well-aligned strategic initiatives to increase the efficiency, productivity, and scalability of Sales & CS teams
• Foster a customer-centric, product-oriented culture in Sales & CS Operations. Employ Product Management methodology in our Sales & CS tools and systems, build teams that think strategically and devise intuitive enterprise experiences that delight our internal users in the Sales & CS departments
• Establish responsive and support-oriented Operations teams that improve business operational processes and enable business teams with training, support, configuration, and administration of Sales & CS enterprise systems
• Oversee the our Sales Platform as a product, ensuring your group establishes the roadmap, priorities, and requirements necessary to deliver value for your internal customers via configuration, automation, and integration for Sales & CS enterprise systems (e.g. Salesforce, Catalyst, etc.), ensuring efforts are aligned across Sales Operations and other Revenue Operations systems while meeting compliance requirements (SOX, ITGC)
• Identify, prioritize, and manage our roadmap of dashboards, metrics, and KPIs that enable data-driven insights, and data-oriented management and tracking of Sales Operations
• Deeply understand your internal customers' (primarily, PitchBook sales & CS teams' and team members') needs and ensure our Sales Operations roadmap is focused on driving the most critical and impactful work for those teams
• Continuously assess and refine sales & CS processes to improve efficiency, scalability, and effectiveness
• Lead and build the Sales & CS Operations team, providing direction, mentorship, and support to ensure operational excellence and alignment with business objectives
• Collaborate effectively with Sales, Marketing, Customer Success, Customer Support, Program Management, Finance, and Enterprise Technology leaders and teams to deliver business value
• Stay abreast of industry trends, emerging technologies, and best practices in revenue operations and revenue management to drive innovation and competitive advantage
• Support the vision and values of the company through role-modeling and encouraging desired behaviors. Foster a culture of collaboration, accountability, and continuous improvement within the Revenue Operations team and across the organization
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor's degree Business Administration, or related field; MBA preferred
• 5+ years of experience being accountable for company-wide vision, strategy, and roadmap in Sales or Customer Success Operations
• 8+ years of experience in Sales Operations, including experience owning systems implementation and automation
• Deep understanding of sales or customer success processes, including the enterprise systems supporting them and the analytics necessary to manage and track their efficacy
• Strong leadership and management skills, with experience leading and developing high-performing teams in a fast-paced and dynamic environment
• Strong understanding of product management methodology and experience applying it in practice to understand customers, gather requirements, build and maintain a roadmap, and manage enterprise systems
• Extensive experience with CRM systems (e.g., Salesforce, Catalyst), data platforms (e.g. Snowflake), and analytics tools (e.g., Google Analytics, Tableau)
• Extensive experience working with program management for cross functional initiatives and leading/sponsoring programs
• Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights and recommendations
• Exceptional communication, collaboration, and influencing skills, with the ability to build relationships and drive alignment across cross-functional teams
• Highly organized and detail-oriented, with the ability to manage multiple initiatives, projects, and priorities simultaneously

Benefits + Compensation at PitchBook:

Physical Health

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

Financial Health

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $190,000-$250,000
• Target annual bonus percentage: 20%

Working Conditions:

At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments-those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices-that simply can't be replicated remotely. This role is expected to be in the office 5 days a week.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.