Lucid Software offers a leading Visual Collaboration Suite that helps teams see and build the future from idea to reality. With its products—Lucidchart, Lucidspark and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they're located. Top businesses use Lucid's products all around the world, including customers such as Google, GE, and NBC Universal. Lucid's partners include industry leaders such as Google, Atlassian, and Microsoft.

With a fast-growing team of more than 1,000 employees, we are committed to maximizing collaboration and innovation in the workplace through our products and with our people. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive, whether that’s at home, in the office, or a combination of the two.

We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we welcome diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Since the company’s founding, Lucid has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and placing #19 on G2’s Best Software Products for 2022 list.

We are looking for an experienced manager to help scale our Customer Experience (CX) Go-To-Market Operations team through our company’s growth. This role will work closely with our CX leadership team acrossCustomer Success, Professional Services, and Customer Support as a business partner supporting business operating rhythms, strategic decision-making and planning, process improvement, and performance management reporting.

Responsibilities:

• Manage business operating rhythms throughout the CX organization: Support and facilitate the operating rhythms of our CX teams, ensuring the organization is running effectively and efficiently to meet established goals and objectives; this includes managing weekly, monthly, and quarterly cadences for business reviews, reporting, forecasting, and communications.
• Drive strategic decision-making and planning in partnership with CX leadership: Produce analysis and recommendations that provide insight to CX leadership on key decisions impacting our business; work closely with Analytics, Finance, and other cross-functional teams on annual planning.
• Deliver key reporting and insights on CX performance: Produce accurate and actionable insights on CX performance metrics in close partnership with Analytics and Finance.
• Lead complex cross-functional projects/programs within and across CX functions: Lead initiatives that span multiple CX functions and regions, working with cross-functional and cross-regional teams to build consensus, facilitate accountability, coordinate decision-making, and guide implementation of strategic plans.
• Enable and refine CX workflows through systems and process improvements: Plan and execute operational improvement initiatives that enable the CX organization to more effectively serve our customers.
• People management: Manage an analyst that also supports the CX organization.

Requirements:

• BA/BS degree, ideally in a quantitative field such as Finance, Business, Economics, or Strategy, with an impressive track record of success
• 5+ years of professional experience, with 2+ years in a SaaS or recurring revenue business; ideally in a Revenue Operations, Business Operations, Finance, Analytics, FP&A, or other operational or quantitative role
• Outstanding project management skills across a varied set of responsibilities in a fast paced, high volume environmentSelf-starter and quick learner that can work independently, collaboratively, and on multiple initiatives simultaneously with a demonstrated record of driving results
• Detail-oriented and organized with experience in managing project plans, meeting deadlines, and proactively raising blockers or risks
• Natural problem solver and bias towards finding solutions vs. shutting down ideas
• Resourceful, innovative, and are always looking for ways to drive process improvement and act as an agent for change
• Strong verbal and written communicator with excellent interpersonal skills to build and maintain relationships with key stakeholders
• Advanced proficiency in Microsoft Excel or Google Sheets (e.g. lookups, pivot tables, complex formulas)

Preferred Qualifications:

• Experience using Tableau and/or Tableau
• Experience using CRM software (Gainsight, Salesforce)
• Experience in a similar position in a SaaS or cloud organization

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