Confluent Head of Strategy & Operations, Customer Solutions Group in Olympia, Washington
Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.
We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.
About the Role
This role has been created as a result of combining our technical Pre-sales, Customer Success (Education, Professional Services, and Support) and Account Management functions into a single organization, the Customer Solutions Group (CSG).
In this role, you will be responsible for ensuring clarity in strategy and organizational design for the combined CSG entity and ensuring effective, productive and scalable execution across each constituent part of the organization, such that “the whole is greater than the sum of the constituent parts". The leadership of the CSG Strategy & Operations team is essential to scaling the broader Field Operations team to take advantage of the incredible market opportunity ahead of us. In this role, you will also ensure effective alignment of the CSG function to the corporate strategy. The ideal candidate will have a demonstrable track record of successfully managing matrixed change strategies, influencing stakeholders at all levels, and developing and executing a results-oriented plan within a high-growth global environment. A background in scaling both the domains/functions under the CSG umbrella (pre-sales, account management, and customer success) and having done so for a world-class, successful, global, multi-tenant SaaS business is essential. Experience with a consumption-based GTM model is additional experience we’d love to see. It’s also experience you’ll build upon or gain in this role.
This position reports directly to our SVP Global Support, Services & Strategy, and Operations at Confluent. The position will also be an important member of the Corporate Strategy and Operations team.
What You Will Do:
Develop a CSG strategy to deliver exceptional customer and Confluent outcomes
Hire and develop high-performing teams with best-in-class operational leadership across CSG functional areas
Align CSG strategy and organization design to the corporate strategy and plan so as to maximize the impact and performance of the CSG function
Partner with Finance to develop funding models, capacity planning, and effective management of budget and HC across CSG
Build a close partnership with the GTM Strategy & Operations team, working closely with in-theatre SOPs leaders to work through GTMSO shared services for the execution of key initiatives
Clearly define roles, responsibilities, and career pathing, in conjunction with the PeopleOps function, to ensure we have the best people able to do their best work, creating a world-class function
Define and manage RTB cadence at CSG and functional levels
Prioritize initiatives and set OKRs, in conjunction with CSG functional leaders, to ensure maximum group performance and corporate alignment
Partner with Data Science to ensure world-class functional reporting and analysis that is embedded into the everyday CSG work processes
Develop and execute against long-term systems, tools, and processes roadmap to drive efficiency for teams, and optimal alignment to the broader Field Operations GTM processes (sales process, enablement etc.)
Drive effective Governance and Communications across the CSG team
Develop and maintain world-class practices for managing forecasting of the Education, Professional Services, and Renewals business in a consumption GTM
Foster and maintain key internal stakeholder relationships across Product, Marketing, Sales, Finance and PeopleOps
Execute rigorous program management excellence for key strategic and functional programs
Drive a culture of growth mindset and continuous learning across the CSG function, with a focus on scale
What You Will Bring:
BS degree, preferably with a postgraduate degree in Information Technology, Computing, or Business Operations
12+ years’ relevant experience, inclusive of enterprise software sales, strong functional domain experience (pre-sales, renewals, services), SaaS GTM strategy & operations and change management
Prior leadership of the above for a leading, world-class, high-growth, global SaaS business. Preferably for a multi-tenant technology platform provider
Exceptional, demonstrable track record of change management, cross-functional stakeholder engagement and results orientation
Working knowledge of the Renewals, Customer Success, Support, Learning Management and Professional Services practice management systems and platforms
Industry and peer-recognized leadership
The ability to build high-performance teams
Growth mindset and a high degree of self-motivation, fostered in a fast-paced, high-growth, dynamic environment
Strong executive presence, communication (verbal, written, presentation), and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders
Come As You Are
At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.
Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.
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