Carbonite, Inc.

Carbonite, Inc. is an equal employment opportunity and affirmative action employer does not discriminate based upon race, color, religion, sex, national origin, age, genetic information, gender identity or expression, sexual orientation, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. All qualified applicants are encouraged to apply.

Reporting to the Director of Customer Success, Strategy & Operations, the Sales Operations Manager is responsible for driving the operational excellence of our entire mid-market Customer Success team.

You will own key projects that enable each Customer Success Manager and Representative to drive renewal and cross-sell bookings so they are positioned to achieve and exceed their quota.

Specific Objectives and Responsibilities:

  • Create reports and dashboards for renewal, cross-sell, and upsell teams to show activity, achievement, and key sales funnel metrics
  • Develop key indicators, processes, and reporting so all internal teams can ensure customers are in a healthy state, setting them up for successful renewal and cross-sell opportunities
  • Work closely with the M&A team to ensure seamless integration of newly acquired companies and customers into the Carbonite portfolio
  • Create and drive the process for moving customers on legacy and unsupported products to more current and standard plans
  • Fully optimize the sales process across Customer Success and Channel teams to improve rep efficiency and drive higher bookings attainment
  • Develop rules of engagement and playbooks for all Customer Success job roles
  • Identify and execute other projects that further enable the Customer Success teams: improved contact management practices, gathering key account information that will yield more sales, etc.
Key Challenges to Overcome:

This role requires someone who can drive cross-functional projects from start to finish, is eager to develop and take ownership of new projects and can make key decisions that will directly impact the success of our Customer Success teams.

The ideal candidate will be comfortable diving into the complexities of a project while understanding how it fits into our larger strategy. This is a critical role that will ensure the success and growth of Carbonite in 2018 and beyond.


What will make you successful at Carbonite:

  • Highly autonomous with the ability to identify high value projects and drive them to completion
  • A track record of good judgment and decision-making in positions with significant responsibility
  • Demonstrated leadership capability in cross-functional team environments
  • High degree of comfort in operational and analytical environments

Skills & Experience:

  • Experience in Customer Success, Operations, Product, or Program Management in the software industry
  • Strong ability to bring together effective cross-functional teams
  • Excellent written and verbal communication skills
  • Experience working with and reporting tools
  • Technical competence and understanding of the data protection market

In 2005, Carbonite introduced a new way to protect computer files, quickly becoming one of the industry's most affordable, easy-to-use cloud backup for consumers. Since then we've expanded to become one of the leading data protection platforms for today's sophisticated IT environments.

Today, businesses of all sizes use Carbonite to protect their critical data. We've delivered consistent growth with more than 30 consecutive quarters of record revenue. Strengthened by recent acquisitions and product development, our platform is uniquely capable of delivering a full complement of backup, disaster recovery, high availability and workload migration solutions for any size business in any location around the world, all supported by a state-of-the-art global infrastructure.

Carbonite is comprised of more than 1,000 dedicated individuals at locations all over the world. Our headquarters is in the heart of Boston's bustling Downtown Crossing neighborhood. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit. With our robust data protection platform, we are well-positioned in a rapidly growing market. We're currently adding to our team of skilled professionals, both in the U.S. and globally, to help us keep the momentum going for this year and the future. Are you ready to grow with us? #LI-EB2

Primary Location: US-MA-Boston
Work Locations: Boston 2 Avenue de Lafayette Boston , 02111
Job: Sales Operations
Organization: Operations
: Non-Management


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Sales Operations Manager Located At MA, Boston - Job Post By: Carbonite

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