Only applications sent in English will be considered!
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Trusted Shops is the leading SaaS company for trust solutions, including customer review systems, buyer protection, and Trustmark. With tens of millions of users and tens of thousands of companies, we are building the Community of Trust, where people and businesses can connect with confidence.
The Head of GTM Processes will be essential in owning and optimizing key go-to-market (GTM) processes to drive operational efficiency and deliver exceptional customer outcomes. As part of our Business Operations Unit, you will be directly reporting to our future Director GTM Operations, this role requires a balance of strategic oversight and hands-on involvement, with a focus on simplifying processes, ensuring customer-centricity, and achieving measurable business results.
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- Process Ownership: Manage and refine critical GTM processes, such as onboarding, billing, offboarding, renewals, customer support, and escalation management, etc. Ensure these processes are efficient, streamlined, and designed to enhance the customer experience.
- Customer-Centric Focus: Develop and oversee processes that support both new business acquisition and the retention of existing customers. Align processes with customer needs and expectations to drive satisfaction and support business growth.
- Leadership Skills: Leadership experience, with being able to provide strategic direction and hands-on support to a potential small team to build up over time. Create a collaborative environment that encourages innovation and continuous improvement.
- Process Improvement: Continuously evaluate and enhance core processes to improve efficiency and effectiveness. Use data-driven insights to make adjustments that align with business objectives and deliver measurable outcomes.
- Documentation Management: Ensure process documentation is accurate, up-to-date, and easily accessible. Collaborate with team members and other departments to maintain consistent and well-organized documentation.
- Cross-Functional Collaboration: Work with various departments to define roles, establish Service Level Agreements (SLAs), and ensure alignment with process changes. Facilitate communication and feedback to drive process optimization and cross-team understanding.
