GTM Systems Specialist, Customer Operations

Narvar is growing! 

As the GTM Systems Specialist focused on Customer Operations, you will play a pivotal role in managing and optimizing the technology stack supporting our Customer Success and Customer Operations teams. This includes owning the administration of Salesforce and its integrations with key tools such as ChurnZero, Gong, and Delighted. Your efforts will enable seamless data flow, scalable processes, and actionable insights that enhance customer satisfaction, retention, and growth.

In this role, you’ll collaborate cross-functionally with Customer Success, Sales, Marketing, and Business Operations teams. You will ensure that systems are configured to meet their needs while proactively identifying opportunities to improve processes, data quality, and user experience. A key focus will be managing the implementation and ongoing administration of ChurnZero, ensuring it integrates effectively with Salesforce to support customer lifecycle management and provide business value.

Day-to-day

Customer Operations Tools Management:

• Oversee the implementation, management, and optimization of customer-facing tools such as ChurnZero, Gong, and Delighted, ensuring their effective integration with Salesforce and alignment with business objectives.

Salesforce Administration and Integration:

• Serve as a Salesforce administrator for the Customer Success and Customer Operations teams, managing its integrations with external tools. Configure and optimize workflows, field mappings, and data sync processes to ensure seamless functionality across systems.

ChurnZero Implementation and Management:

• Act as the technical lead for the upcoming ChurnZero implementation, ensuring its successful integration with Salesforce. Manage ongoing administration of ChurnZero, optimizing its use to support the Customer Success team.

User Experience Focus:

• Proactively identify opportunities to improve system usability and processes, delivering an intuitive and efficient experience for internal users. Provide technical support, training, and documentation to ensure team members effectively use tools and understand system functionality.

Data Architecture and Governance:

• Maintain accurate, reliable customer data across all platforms. Proactively address data gaps, inefficiencies, and inconsistencies, and recommend improvements to enhance data quality and accessibility.

Process Optimization:

• Use system capabilities to streamline and automate key processes such as customer lifecycle management, health score tracking, and renewal reporting. Ensure processes align with best practices and deliver value to users.

Cross-Functional Collaboration:

• Partner with Customer Success, Sales, and Business Operations teams to align system configurations with organizational goals. Gather feedback to enhance user experience and ensure tools meet team needs.

What we’re looking for

Experience:

• 3+ years of experience as a Salesforce administrator or in a similar role managing system integrations, preferably in a high-growth SaaS environment.
• Experience managing and integrating customer-facing tools (e.g., ChurnZero, Gainsight, Gong).

Technical Expertise:

• Salesforce Admin Certification required.
• Proficiency in managing system integrations, including native and bidirectional syncs between Salesforce and other tools.
• Strong understanding of data architecture and best practices for ensuring accurate, consistent data flow.

User-Centric Mindset:

• Strong focus on creating intuitive processes and improving tools to maximize value for end users.

Process Automation & Data Governance:

• Demonstrated ability to configure workflows, automate processes, and maintain data integrity to support operational efficiency.

Proactive Problem-Solving:

• A detail-oriented individual with a knack for identifying inefficiencies, proposing improvements, and delivering results.

Communication & Collaboration:

• Excellent written and verbal communication skills, with a collaborative approach to gathering feedback and aligning stakeholders.

Bonus Qualifications:

• Experience supporting or implementing customer success tools like ChurnZero.
• Familiarity with customer lifecycle metrics such as NPS, CSAT, churn rate, and health scores.
• Experience working on analytics projects, including creating dashboards and delivering actionable insights.