Employer description & source details
Build the infrastructure that captures how Atlas learns Design and stand up the process and tooling that captures roadblocks from Renewal Managers, QA findings, and gaps in agent output Define how captured items are ranked, using volume, customer impact, effort to fix, and fit for moving a step from human-led to agent-led. Run the cycle that turns ranked items into SOP changes, workflow changes, or requirements for Product and Engineering, and close the loop with the reps who raised them. Improve the automation in this loop over time, so bottlenecks surface from data and agent activity and not only from rep reports. Understand how customer systems shape the work Assess each customer’s CRM, quoting tools, integrations, and data quality before go-live, and document how they affect the workflows and SOPs that agents and Renewal Managers can follow. Maintain a record of customer system profiles, including CPQ level, integrations, and tech stack, so Atlas can see which setups support successful benchmarks and which need work first. Partner with Solution Architects and Implementation so what is learned about a customer’s systems is validated in customer SOPs and workflows provided Lead optimization of SOPs and workflows Lead the effort to improve SOPs with better data and system integrations between Atlas and CS platforms. Use business operations analysis across customers to find shared bottlenecks, and recommend process and integration changes that remove friction from the renewal process. Work with Commercial Analytics to track the Autonomy Rate by customer and workflow, and target the next improvements. Set the standard for SOPs, quoting steps, and system hygiene across customers, and keep them current in partnership with QA. Lead and develop the Customer Operations Manage
Extracted skills: go, sales, customer success, operations