Cribl is a fast-growing, remote-first company with a mission to unlock the value of all observability data. At our core, we believe in shipping phenomenal products and doing good by our customers and communities. We provide our customers with a new and unprecedented level of observability, intelligence, and control over their real-time data. We're backed some of the best VCs in the world, Sequoia and CRV, and our products are deployed in some of the largest organizations in the world processing 100s of TB and PB of IT & Security data, and managed by Site Reliability Engineers, System Engineers, and Technical Operations teams.

This role oversees support and service programs and manages complex cross-functional initiatives. The lead will serve as a key thought partner to support, partner, and service leaders to deliver programs and projects that enable us to ship products with the highest level of stability, reliability, and performance. This role reports through the VP, Business Operations

Responsibilities

• Own metrics and drive action plans for adoption and success of support, services, and Cribl’s Partner Program (e.g. NPS, CSAT, customer health), contributing to the content for business reviews with leadership and stakeholders
• Support processes for key programs for partners, service providers, and customers including: Cribl’s Partner Program, Deal Registration, Partner and Customer Onboarding, and MDF.
• Build, deliver, and maintain support and services content and collateral, including the Customer Portal, Partner Portal, and Support page on Cribl’s website (other items include presentations, program guides, newsletter, and communications)
• Establish and foster strong working relationships and work in close collaboration with appropriate service and support providers and partners to execute support strategies and manage the successful build and execution of provider enablement
• Work with cross functional team members to review and improve experience across the Cribl Customer Support Journey (onboarding, enablement, ramp process, on-boarding, and ramp) to drive strong customer success
• Work in collaboration with the global partner marketing, enablement, legal, finance and presales team to support the rollout and adoption of support and services programs and initiatives globally

Minimum Requirements

• Strong communication, interpersonal skills, and cross-functional stakeholder engagement will be critical to success in this role
• Experience managing partner, services, and support programs, including the ability to consolidate and define requirements, meet delivery targets, adjust according to changing business needs
• Sales/business operations or sales management experience in a high-growth SaaS/PaaS environment
• Well-organized, strong communication skills and ability to manage and influence direct and indirect reports with high motivation for continuous improvement and ability to drive impact
• Experience architecting and managing revenue systems from ground up - forecasting (Clari), CRM (Salesforce), and Marketing Automation (Marketo)
• Ability to prioritize and multitask as well as excitement to roll up your sleeves and contribute to all parts of the Cribl’s operations.  We are a lean team and wear many hats! 

Bonus Points / Preferred Skills

• Knowledgeable about product development at enterprise tech companies
• Track record of working with leaders at an early stage (Series A or Series B round)
• Passionate about diversity, equity, and inclusion
• Technology startup environment

What we offer:

• Competitive Salary
• Stock Options
• Medical, dental, and vision insurance
• Flexible spending account (FSA)
• 401(k) plan offered
• Parental Leave
• Professional Development and Career Growth
• Generous Vacation and Holiday Policy, including 2 Floating Holidays to use for holidays you observe
• Social Responsibility Employee Group that reflects our value-driven company culture

Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We’re building a culture where differences are valued and welcomed. We work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.