Revenue Operations Manager, Customer Experience

Who we are:

Founded in 2013, Ignition is the leading revenue generation platform for accounting and professional services businesses to spark greater efficiency and profitability.

Ignition automates and optimizes proposals, billing, payments and workflows in a single platform that fits seamlessly into existing technology stacks.

With a vision to transform how professional services and their clients do business together, Ignition empowers 7,250+ businesses to reach their full revenue potential.

To date, Ignition customers have engaged over 1.7 million clients and generated US $8b in revenue via the platform.

Ignition’s global workforce spans Australia, Canada, New Zealand, the Philippines, US and the UK. 

Company Values:

• We are better everyday
• We work without ego
• We are smarter together
• We hero our customer

Role Location: We are open to candidates based in Toronto, ON with the right to work in Canada.

Hybrid Work Environment: At Ignition, we’ve embraced hybrid working to allow for in-person connection, while also providing flexibility for our employees to do their best work. This role would require 2 days in office (currently Tuesdays & Thursdays). Our office is located at 100 University Avenue, which is conveniently located within the Financial District of Downtown Toronto, near Union Station and the TTC.

How We Work: This is a global position where you'll collaborate with leaders and colleagues across Eastern and Pacific time zones, as well as those in Sydney, Australia. While your primary working hours will align with Eastern Time, you'll need to engage with other timezones as required. We offer a high degree of flexibility, allowing you to structure your workday to effectively accommodate these global interactions when necessary.

The Revenue Operations Manager, Customer Experience, will drive all aspects of Customer Experience (CX) Operations at Ignition, reporting to the Director of Revenue Operations.

This critical role supports Ignition’s CX team in delivering an outstanding customer experience by managing day-to-day operations while strategically aligning with Ignition’s growth plans. This is a multi-dimensional role and encompasses the full spectrum of CX Operations. You will partner to collaborate with our CX leaders to add operational rigor to our current CX programs, in addition to driving our new Scaled CX initiative which will be powered by our transition to a Product-led Growth (PLG) business model. 

Success in this role requires technical expertise, communication, change management, and project management skills to drive efficiencies and continuous improvement. The ideal candidate thrives in a collaborative environment, willing to give recommendations on where improvements lie and able to articulate the benefits and impact of decisions being made. 

Key Responsibilities:

• Trusted Partner: Build strong, trusted partnerships with the Global Customer Experience (CX) team, understanding their needs to provide strategic insights and recommendations. Influence planning and day-to-day operations to drive alignment across regions.

• Drive forward Scaled CX: Partner closely with the VP of CX, Head of Scaled CX, Head of Support and Program Director to support the strategy, data, processes and enablement for Ignition’s Scaled (1 to many) CX initiative. 

• Project Manage Global Initiatives: Identify and lead high-impact projects across Key Account Management, Support, and Education teams, managing all stages of the project lifecycle (from inception to post-mortem) to ensure successful execution and measurable results.

• Operationalize the Customer Journey and Segment-Specific Strategies: Work alongside CX leaders to continuously evaluate the customer journey map for different verticals and segments. Lead any resulting process, data or tool initiatives that stem from this work. 

• Tool Management: Administer the current CX Tech Stack and work with stakeholders across the group to evaluate, implement and test new tools that support all initiatives, including scaled CX. 

• Data Management and Reporting: Collaborate with partners across the organization to  prioritize and execute data and product needs, including health scoring, churn prediction, and risk signals, to drive proactive, impactful CX playbooks and interventions.

• Key Account Management Process Optimization and Ownership: Support the design, implementation, and on-going management of processes and workflows that enhance the efficiency and effectiveness of the Key Account Manager Team. 

• Financial alignment: Drive the operational components required to track Net Revenue Retention (NRR) performance. 

• Enablement: Partner with functions across the business to identify training needs, assist in developing materials, and ensure the Account Management teams are equipped with the tools and knowledge to succeed.

• Cross-Collaboration: Partner with leaders across Sales, Finance, Product, Data, Marketing, Customer Experience, and Revenue Operations by sharing feedback, requirements and best practices to ensure efficient operations. Represent CX Operations within the wider Revenue Operations team. 

• Extensive experience working in a CX Operations role within a B2B sales organization, preferably Software, SaaS, or Technology. Bonus points for experience within FinTech, Payments, or within a start-up/scale-up business 

• Experience of working within a scaled CX environment, which is PLG driven, in an operations capacity is a must. 

• Demonstrated experience & understanding of modern customer success tools. Bonus points for experience of using Vitally. 

• Strong analytical skills with the ability to interpret data and provide actionable insights. 

• Project Management: You have demonstrated strong project management and coordination skills, with the ability to explain complex processes simply. Must be an exceptionally organized individual, who is used to managing tasks and project boards in modern project management systems, such as Asana.

• Communication Skills & Influence: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels of the organization. Evidenced experience influencing Sales Leaders, making data-driven recommendations and gaining support for action. 

• Business & Strategic Thinking: Ability to think strategically and develop long-term plans that align with company objectives and growth plans.

• You have the ability to thrive in a fast-paced, changing environment while maintaining rigorous attention to detail and data accuracy.

Why join us:

Join our global SaaS scale-up company where we foster a collaborative, open, and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Here's what we offer:

• Employee stock options from day one
• 20 days of accrued annual leave/vacation plus 10 wellbeing days to prioritize yourself and your loved ones
• Additional paid day off to celebrate your birthday, along with volunteering leave
• Health, dental, and vision benefits starting immediately
• Annual education allowance reimbursement to support your professional development
• Employee recognition program
• Quarterly wellness allowance to invest in your personal wellness
• Paid subscriptions to Headspace and LifeWorks EAP & Wellbeing Platform
• Flexible working arrangements, supported by WFH reimbursement and technology allowance to ensure your safety while working from home
• Personal tax return assistance (since we're in the accounting business!)
• Paid parental leave

Experience comes in many forms, and skills are transferable, please consider applying, even if you don’t tick all the boxes. 

Your recruiter will share more about the specific salary range for your location during the hiring process.

Ignition is an equal opportunity employer, providing fair consideration to all applicants regardless of background.

Ignition is committed to providing accommodations throughout the hiring process. If there’s a fit, we’ll work with you to meet your accessibility needs. For questions, requests, or alternate formats, contact us at [email protected].