Encompass is the most innovative platform digitally connecting the Beverage Industry. In fact, we’re the first to do so! Our ERP software solutions reach all the way from makers to consumers. Our web-based, mobile-friendly solutions improve our customers’ accounting processes, production, inventory and warehouse management, sales and delivery, route planning, and so much more!

Our team is made up of brilliant innovators who move fast, collaborate, and create results for customers’ success. We create best practices, often defining problems and solving them before others are aware of anything other than the status quo. We are out to improve the Beverage Industry, by finding better ways to solve problems. You can find out more about Encompass at EncompassTech.com.

Encompass is seeking an organized and experienced Customer Operations Manager to partner closely with the Customer Operations Organization, including Implementations and Onboarding, Training, Customer Success and Customer Support, as well as cross functionally with Product Management, Sales and other teams to ensure successful outcomes. The ideal candidate should have demonstrated operational rigor and continuous delivery of improvements with measurable impact.

This position will help drive both change and continuity for the Customer Operations Organization by supporting operations and running projects that will develop tools and processes that enable teams to scale effectively and ensure our customers achieve maximum value from our best-in-class solutions. In this role you’ll be responsible for translating data into actionable insights, developing systems, tools and processes that increase efficiency and driving adoption of new ways of working. This role will require working cross-functionally across the organization.

Key Responsibilities

• Own and scale Customer Operations processes and business programs
• Understand key business metrics and align with Customer Operations leadership regarding related reporting & analytics
• Partner with Customer Support, Customer Success, and Professional Services Leadership to drive operational efficiencies in the organizations
• Collaborate with the senior leadership team to build board level operational reporting
• Partner with Professional Services Leader to improve PS margins
• Execute the documentation of Customer Operations processes and own iteration as processes evolve
• Establish change implementation cadences for process and run the business change requests
• Track and report on applicable portfolio of customer facing projects
• Create and maintain project plans outlining tasks, milestone dates, dependencies, and allocation of resources
• Manage risks and issues to prevent project delays and escalate when necessary or appropriate
• Provide timely and accurate status updates to key stakeholders

Preferred Qualifications

• SaaS SW operations experience partnering with customer facing organizations
• Extensive analytical skills with complex data sets
• Experience developing and running programs that include changes to process, people & technology
• Experience communicating and presenting to a variety of audiences
• Data gathering, validation and preparation techniques
• Analysis of complex problems and developing solutions
• Ability to influence and/or drive consensus among cross-functional teams
• Motivated by entrepreneurial mindset and comfort with ambiguity

Education and Experience

• 3-5 years of data and project management experience with SaaS Customer Operations
• Experience working at a high growth startup / tech company
• Bachelor's degree preferred, or related relevant experience

Additional Details

This role will receive a competitive salary + bonus + benefits. The salary for US-based employees located in the below markets may expect offers in the below ranges for this role.

Colorado: $90,000 to $120,000 (Hiring Range)

A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.

If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.

Location: We are a hybrid work environment. This role can be remote or located in our Fort Collins office.

Our Values

Our values shape the way we work together and serve our customers. They provide insight into our goals of disrupting the industry, figuring out better solutions, and doing so as part of a fast paced, cohesive, fun-loving, and supportive team.

• Do the Right Thing
• Win Together
• Iterate & Learn
• Own It
• Be You

BeYou@Encompass

At Encompass, we aim for all of our employees to feel engaged, valued, and free to be who they are at work. We celebrate multiple approaches and points of view. We are committed to growing and empowering a diverse and inclusive community and believe that a team that works together with diverse lived experience, will strengthen our organization.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.