Gtm Operations

Dovetail's mission is to improve the quality of every thing. We empower 85,000+ people, from agencies to universities to Fortune 100 companies, to make sense of their customer research in one collaborative and powerful research platform.
We have recently established a presence in San Francisco to enable us to better serve our global customer base, and fuel continued customer growth. We've raised capital to accelerate our growth, with backing from Blackbird Ventures (investors in Canva and SafetyCulture), Felicis Ventures (investors in Adyen, Shopify, and Notion), and Accel (investors in Slack, Dropbox, and Webflow).
You will join as our first hire globally in the GTM Operations function, part of the Revenue team, who are responsible for our high-touch motion. Our product-led high-touch motion complements our scalable self-serve engine, by offering a layer of high-touch human support via the Revenue team. The core focus of our team is to prove the impact of research within recognizable global brands and enterprise-grade organizations.
This is a unique opportunity to build out the GTM Operations function from scratch, working closely with Sales, Customer Success, Support, Growth and Finance teams.
**What you will do**
The mission of this role is to improve the efficiency and lay the foundations for the scalable growth of our high-touch GTM motion, by:

- **Improving the efficiency of our operations.** You’ll partner closely with our Revenue leadership team to assess and proactively improve the efficiency of our current processes with a data-driven lens. You’ll help to identify trends in data that enable us to better understand customer behavior, team productivity and create proactive scoring that alerts us to certain behaviors (e.g customer health scores, PQLs, expansion potential). You’re analytically minded and can surface the data needed to make decisions with confidence. You’ll partner extremely closely with GTM Enablement to develop and implement solutions to the inefficiencies you surface. You’ll proactively find problems and be backed to solve them with autonomy.
- **Tracking and influencing our effectiveness.** You’ll establish KPIs for our functions and track their performance consistently. You have seen first-hand the impact of effective incentive plans, you’ll help to create and operationalize the optimal incentive plan across our various functions to drive sustainable Net ARR growth
- **Focusing our functions on the market opportunity.** You’ll define our target customer segmentation, setting the direction for Sales, Customer Success and Support teams. You’ll own and define territory design for our Sales and Customer Success teams, optimizing for coverage that will drive the greatest impact on Net ARR growth. You will also partner closely with our Growth team to help analyze freemium sign-up and conversion rates and the knock-on implications for our high-touch motion.
- **Planning for future success and owning operational rigor. **You'll establish the Sales, Customer success and Support operating cadence required for driving accountability and predictable revenue. You will help us plan for success by leading initiatives such as strategic planning; collaborating with leaders on our Revenue team on the inputs for success and the financial implications behind their decisions. You’ll provide insights and analytics to aid in function level decision-making and use data to track the success of our defined strategy and initiatives.
- **Driving our systems strategy. **You’ll work cross-functionally with Demand Generation, Product Marketing, Growth, Sales, GTM Enablement, Customer Success and Support to build out and optimize the contact to contract process. You’ll have an in-depth understanding of the funnel and will be constantly looking for inefficiencies and areas for improvement. You’ll have a great understanding of how systems should be best set up, integrated and maintained to track customer interactions on a single pane of glass. You’ll act as the connective tissue across functions within our Revenue team and provide context to the broader business on the overall health of our Net ARR growth.

**Your background**
- **Experience working in a PLG SaaS company.** We’re looking for a world-class talent in GTM Operations with multiple years of experience growing and developing functions in a PLG SaaS business, ideally with both self-serve and high-touch motions, and executing against aggressive revenue growth goals.
- **An outstanding communicator.** You’ll be highly capable of driving cross-functional and complex programs of work through to completion at a high level of quality in a timely manner.
- **Experience working cross-functionally.** You‘ll have experience working with Marketing, Growth, Business Development, Sales, Customer Success and Support to build and optimize inbound lead funnels as well as sales, expansion and renewal cycles.
- **Excellent analytical abi