Revenue Operations Specialist (Channel & Customer Success)

Job description

### When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture. Exclaimer is a high-growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia-Pacific. We promote a people-first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi-channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive. ### We’re officially Great Place To Work Certified™ Exclaimer has been recognised by Great Place To Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: [Great Place to Work® UK](https://www.greatplacetowork.co.uk/certified-company/1575695) [| Great Place To Work® USA](https://www.greatplacetowork.com/certified-company/104575695) ### About the opportunity 👇 ### Key Responsibilities Business Partnering & Strategy - Act as a trusted advisor to Channel and CS leadership, helping shape partner planning, forecasting, and performance strategy. - Bring structure and clarity to ambiguous problems, translating business needs into operational solutions. - Challenge stakeholders constructively and ensure decisions are data-driven. - Partner with Sales Ops and Marketing Ops to ensure alignment on shared funnel definitions, handoff processes, and cross-functional metrics. - Help embed a culture of accountability where teams own their inputs rather than relying on ops as admin support. - Demonstrate the confidence and credibility to enforce process standards across channel and CS teams, including pushing back constructively when asked to accommodate exceptions or regional variations that would undermine consistency. - The goal is good business outcomes — not rigidity — but this person must be comfortable holding the line when it matters. Channel Operations - Own partner data integrity standards in Salesforce, building reporting to monitor data quality across partner-sourced pipeline, deal registration, and revenue attribution — and holding Channel Account Managers accountable for maintaining accurate records. - Maintain and enforce deal registration hygiene — identifying duplicate, stale, or incorrectly attributed registrations and working with partner managers to resolve them. - Build and maintain channel performance reporting covering partner-sourced pipeline, deal registration conversion, win rates, average deal size, and revenue contribution by partner. - Track and report on partner attainment against targets, providing regular visibility to Channel leadership on individual partner and portfolio performance. - Support MDF ROI tracking — ensuring spend and outcomes are captured accurately in Salesforce and feeding into reporting on marketing investment through channel. - Identify trends and anomalies in channel pipeline and revenue data, proactively flagging risks and opportunities to Channel leadership. - Support channel forecasting by maintaining clean pipeline data, tracking deal progression, and helping leadership build an accurate view of partner-sourced revenue. Customer Success Operations (Expansion & Upsell) - Support the CS upsell function, working closely with the CS revenue rep to ensure they have the operational tools, data, and processes needed to maximise expansion opportunities. - Maintain HubSpot sequence and workflow automation supporting upsell outreach, ensuring the CS rep has the right touchpoints and tooling in place to work expansion opportunities effectively. - Build and maintain reporting on expansion pipeline and upsell performance, giving the CS rep and CS leadership clear visibility on activity, conversion, and revenue contribution. - Ensure commission tracking for the CS rep is accurate and up to date, feeding into the broader compensation and quota management process. Planning, Forecasting & Performance - Support quota setting, territory design, and capacity planning for channel and CS teams. - Own reporting and dashboards to track partner pipeline, CS expansion pipeline, conversion, and attainment. - Identify risks and opportunities in the funnel and proactively recommend actions to leadership. - Help standardise forecasting processes across channel and CS and improve predictability. Compensation & Quota Management - Coordinate the distribution of commission plans for channel and CS teams, ensuring plans are issued accurately and on time at the start of each period. - Maintain a centralised log of compensation exceptions — including deal-level disputes, accelerator queries, and mid-period plan changes — and drive timely resolution in liaison with Finance and HR. - Ensure commission calculations are underpinned by clean, accurate data in Salesforce — working proactively to identify and resolve data issues before they impact payroll. - Support quota and target-setting processes for channel and CS teams, including historical performance analysis, capacity modelling, and distributing final targets into relevant systems. - Build and maintain attainment tracking for both channel and CS reps, providing regular visibility to leadership on individual and team performance against target. - Document compensation processes and exception handling procedures, and continuously improve the accuracy and efficiency of the commission cycle. Reporting & Insights - Build and maintain reports and dashboards for channel and CS functions, working within the reporting infrastructure owned by the BI team to ensure accurate, timely, and actionable insights for Channel and CS leadership. - Build and maintain dashboards and reports to track KPIs including partner-sourced revenue, expansion pipeline, NRR, GRR, upsell conversion, and velocity. Experience with Tableau is highly desirable. - Go beyond reporting — interpret data and explain performance drivers, acting as the go-to person for understanding what is happening and why. - Define and continuously refine performance metrics that align to business goals and revenue targets. - Lead monthly and quarterly performance reviews for channel and CS, preparing data narratives and actionable insights that support leadership decision-making. - Proactively identify data gaps, inconsistencies, or inefficiencies in reporting and work with systems and analytics teams to resolve them. - Support leadership with analysis for QBRs, planning cycles, and strategic decisions. Process Design & Optimisation - Design, document, and continuously improve GTM processes across channel and CS, including partner onboarding, deal registration, pipeline management, and CS handoffs. - Ensure processes are scalable, clearly understood, and consistently followed. - Reduce friction in the partner and expansion sales cycle and eliminate inefficiencies. Systems & Tooling - Partner with Business Systems and IT to ensure Salesforce and core systems support channel and CS business needs. - Translate requirements into clearly defined tickets and work closely with system owners to drive resolution. - Identify gaps or inefficiencies in tooling and workflows, and proactively recommend improvements. - Support evaluation and rollout of tools relevant to partner management and CS operations. - Ensure tools are well understood, adopted, and delivering measurable value to the business. Data Quality & Governance - Maintain high standards of CRM data quality, structure, and hygiene across channel and CS records. - Implement processes to improve data accuracy, completeness, and consistency. - Define and enforce governance standards for data hygiene, deal naming, partner tagging, and system usage. - Ensure all operations comply with relevant data protection regulations (e.g. GDPR, CCPA). - Partner with Legal, IT, and RevOps to monitor compliance risks and support audits, documentation, and vendor due diligence. ### Required Skills & Experience: - 4+ years in revenue operations, sales operations, partner operations, or a similar operational role — preferably in a B2B or SaaS environment with exposure to channel or partner-led business models. - Hands-on Salesforce experience is essential, with demonstrable ability to build reports, maintain data structures, and support process automation.• Strong understanding of channel go-to-market motions, including partner-sourced pipeline, deal registration, MDF, and co-sell execution. - Experience supporting CS expansion functions, including upsell pipeline management, renewal forecasting, and NRR tracking. - Advanced Excel skills, including complex formulas, pivot tables, and data modelling. - Strong process design and documentation skills, with the ability to translate ambiguous business needs into clear, scalable operational processes. - Excellent analytical skills — comfortable going beyond reporting to interpret data and explain performance drivers. - Ability to challenge stakeholders constructively and present data-driven recommendations to senior leadership. - High attention to detail and ability to work independently in a fast-paced environment. - Strong written and verbal communication skills, with experience presenting to and influencing senior stakeholders. ### Preferred Qualifications: - Experience with Tableau or similar BI tools for dashboard development and reporting. - Background working across multiple partner types (VARs, MSPs, OEMs, or similar). - Experience working in a global or multi-region RevOps team, with exposure to cross- functional alignment across EMEA, AMER, or APAC. ### Why Join Us? - Drive impact at scale by shaping the operational foundation of a fast-growing channel and CS business. - Work cross-functionally in a high-visibility role critical to company revenue growth. - Join a collaborative, forward-thinking RevOps team focused on innovation and execution. - Enjoy opportunities for advancement in revenue operations, channel strategy, or leadership. ### At Exclaimer, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you. Alongside competitive pay, you’ll have access to generous paid time off, flexible working options including our XFlex programme and a “work from anywhere” allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day-to-day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts. Wherever you're based, you'll find that Exclaimer’s benefits are designed to help you thrive: at work and beyond. ### At Exclaimer, inclusion is more than a policy - it’s part of who we are. We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via [Work@Exclaimer.com](mailto:Work@Exclaimer.com) to let us know.