Customer Strategy and Operations Manager

 Citrine - Company site
 May 17, 2022
 Remote / USA
As the Manager of Customer Strategy and Operations, you will be responsible for enabling a top-notch, seamless customer experience while scaling operations for our customer services, support and success.
About Citrine
At Citrine, we’re ushering in the next generation of sustainable, high-performing materials and chemicals.  
We are the industry leader in AI for materials and chemicals. Our platform provides data management and Artificial Intelligence (AI) tools that help our customers rapidly develop higher performing, more sustainable materials. Our users are scientists and engineers at market-leading manufacturing and materials companies and we collaborate with professors and researchers from world-renowned institutions on cutting-edge research at the intersection of AI and the physical sciences.
In 2021 and 2020, Citrine was recognized for our impact on sustainability by the Global CleanTech Group. We earned a spot on both the CB Insights AI 100 List and the Inc. 5000 list of fastest-growing private companies in the US. In 2021, we also gained our third patent for materials-specific ML technology.  As a team, we are ambitious with our goals, passionate about our vision, and eager to grow and learn from each other. Our team is growing fast and looking for the best to join us.
Our Platform gives product developers, researchers, and engineers access to cutting-edge, domain-specific AI, all without writing a line of code. This enables our customers to discover and deploy the next generation of sustainable, high-performing materials and chemicals up to 98% faster than traditional R&D approaches. We have employees across the country including the San Francisco Bay Area, Chicago, Pittsburgh, Boston, and Raleigh-Durham areas, and our customers include multiple Fortune 100 materials, product, and manufacturing companies.
About the Role
As an early and core member of the Customer team, in addition to tracking performance, managing resourcing and operations for the Customer team, you will be responsible for designing and building the future of our group. Your work will include daily interactions and collaboration with managers across Data Science, Data Engineering, Engagement, Product, and Sales to promptly address new customer opportunities and drive growth initiatives. To be effective in this role, you’ll need to be able to discern customer needs quickly and easily navigate coordination across all levels of the internal organization to ensure those customer needs are met. You’ll need to take a data-driven approach to growth and own the end-to-end success of internal initiatives.

Responsibilities

  • Assess, prioritize and lead the execution of solutions for the Customer organization to 1) capture identified operational opportunities and 2) scale and advance customer experience, in support of company objectivesIncubate new customer sub-functions (e.g., Technical Support); responsibilities may include developing operating model, developing team goals and KPIs, and managing hiring
  • Build and manage cross-functional initiatives to address prioritized opportunities in support of exceeding Customer and company objectives
  • Manage primary Customer Org governance, to include OKR development and tracking, QBRs, and Annual Operational Planning
  • Propose and implement tools to standardize processes across team
  • Provide guidance, coaching and accountability for other workstreams within Customer Strategy and Operations, to include Training & Change Management and Analytics
  • Manage administration of Customer Strategy and Operations, to include but not limited to performance evaluations, promotions, and performance management
  • Skills and Experience

  • 5+ years of SaaS business operations / management, or management consulting experience
  • Undergraduate degree, or equivalent experience, in business or business-related subjects (e.g., Economics, Finance)
  • Previous success in operational scaling processes and teams in a fast-paced, dynamic environment with a rapidly growing company
  • Demonstrated ability to analyze internal and external data, develop data-based assessments for business opportunities and develop logical plans to address those opportunities
  • Demonstrated ability to work cross-functionally and manage 360 degrees in order to bring drive new internal initiatives to success 
  • Enthusiasm for working through ambiguity to surface organizational opportunities and own internal solutions end-to-end
  • Deep understanding of SaaS business modelsLegally eligible to work in the United States
  • Nice-to-haves

  • Experience working in the Materials and/or Chemical industries
  • Equal Opportunity
    All qualified applicants will receive consideration for employment without regard to race, creed, color, or national origin.
    Our Core Values
    Citrine Informatics recognizes that its most valuable asset is its people. We have created our set of Core Values to encourage, support, and invest in our team as they work to innovate and support a more sustainable world. Our Core Values reflect our ongoing commitment to continuously invest in nurturing our talent and our people-first approach to conducting business.   
    – We take pride in and recognize the successes and growth of ourselves and our colleagues. We support each other in our growth.
    – We prototype and collect data to make good decisions. We question that data and are constantly iterating to find the best solution.
    – We are all owners of Citrine and make decisions like owners. We work autonomously with personal and organizational accountability. 
    – We commit to building a diverse and inclusive community within Citrine and actively promote equity and belonging.
    – We are tirelessly committed to creating value for our customers.
    – We exist to help our customers accelerate the development of sustainable products that are critical to the future of both our planet and our industry.
    Compensation and Pay Transparency 
    At Citrine, we want your path to career growth to be transparent, straightforward, fair, and easily accessible — starting with your application and interview process. The annual salary range listed below reflects the level we are considering for this position (please note that there may be unique situations where you may fall outside of this range). Where you fall within the range will depend on how your experience and skills align to our internal leveling system as we learn more about you throughout the interview process. 
    $125,000 USD – $165,000 USD
    *Range(s) listed are for full-time employees based in the United States only.
    **Colorado only: disclosure above meets the requirement by sb19-085(8-5-20).
    Our Benefits (for exempt, full-time employees based within the United States)
    401k with matching up to 4%
    Medical, vision, dental insurance (we pay 100% of your premium and 75% of your dependents)
    Life and Disability insurance
    FSA and HSA
    Equity options within the company
    12 weeks of paid parental leave
    Flexible PTO on top of our 15 paid company holidays (includes your birthday!)
    Free financial counseling 
    $600 tech allowance
    Monthly $75 phone reimbursement
    $5,000 annual continuing educational allowance