As the manager of the operations and support team, you will lead the creation of a scalable operations environment; working closely with the server team and our field engineering team you will develop processes and systems to manage the operational aspects of our web 2.0 services, provide support for our worldwide customers and be the gatekeeper for customization work for our customers. This position is based in Redwood City, California.

Responsibilities

• Technical lead responsible for the overall architecture, design, and implementation of the Data Center infrastructure and the overall support function (Customer Support and Production Support)
• Architect and implement System monitoring & management infrastructure
• Architect and maintain Linux server and storage infrastructure
• Architect and maintain Data Center network infrastructure – firewalls, open source load balancers, switches, NFS etc
• Develop and maintain database services that can perform and scale in a multi-tenant hosted / SaaS environment.
• Responsible for maintaining integrity and stability of the Production environment (Operations gatekeeper)
• Conceptualize and drive operational efficiencies in the Production Data center environment
• Support diverse hardware and software needs in various environments – QE, Production and Development
• Perform Capacity Planning, performance tuning and day-to-day system management tasks
• Ensure that Security Policies are adhered to and executed

Secondary Focus

• Responsible for the overall support function (Customer Support and Production Support)
• Build Customer Support and Production Support teams
• Work with outsourced Data center vendor and be responsible for system availability and uptime
• Emergency Support and Escalation for all Data Center related operational issues and Tier 2 Production Support
• Architect, implement, and maintain Customer Support Systems for various flavors of support – Phone, Web, Email
• Conceptualize newer ways of providing support in a SaaS environment
• Strategize Tiered Support offerings as the organizations grows
• Design and enforce request handling and escalation policies and procedures
• Establish and enforce Customer Support service levels agreements in consultation to establish problem resolution expectations and timeframes for customers
• Oversee the ongoing development, implementation, and administration of customer support training procedures and policies in coordination with the right business stakeholders.
• Hire, train, coach, and mentor Support employees responsible for responding to customer requests as part of their daily jobs
• Track and analyze trends in Customer Support requests and generate statistical reports on a weekly and monthly basis for distribution to Executives and key stakeholders within the company
• Analyze performance of Customer Support activities and documented resolutions, identify problem areas, devise - in coordination with product teams - and deliver solutions to enhance quality of service and to prevent future problems
• Provide feedback to product teams, key stakeholders in weekly/monthly meetings to assign tracking on tasks for defects, enhancements, data fixes and overall improvements leading to resolution

Qualifications/Experience

• Expert knowledge of Java, SQL, PERL.
• Understanding of object oriented design
• 4-5 years experience leading high performing engineering teams
• Experience as a Unix System Administrator and Network Administrator
• Expert knowledge of Linux Operating System (Red Hat/Cent OS)
• Familiarity with Windows XP 2003 OS
• Knowledge of shell scripting (and other relevant scripting tools)
• Familiarity with multi-tenant SaaS (Software As A Service) environments
• Ability to work in a multi-tasking environment
• Highly self-motivated, as well as capable of inspiring other team members to perform
• Knowledge of SAN/NAS Technologies
• Proven track record of problem solving skills
• Excellent oral and written communication skills
• Solid relationship management and performance management skills
• Strong understanding of the organization’s goals and objectives
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong documentation skills
• Keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Expert knowledge of Customer Support Systems deployed in multi-tenant SaaS environments
• Ability to set up new procedures and policies for Customer Support and Production Support
• Highly self-motivated, as well as capable of inspiring other team members to perform
• Proven track record of problem solving skills
• Ability to think on behalf of the customer and the ability to communicate the right level of urgency to the rest of the organization
• BS required/MS desired in Computer Science

No relocation, local candidates preferred. Competitive salary, stock plan and medical benefits.
Cloud9 is the world’s leader in on-demand sales forecasting and pipeline management solutions. The company’s solutions allow users to actively manage sales performance with intelligence – going beyond traditional CRM applications. Cloud9 allows users to dramatically improve the predictability of their sales forecasts, gives them visibility into exceptions and changes, and allows them to identify risks and opportunities. The result is more accurate forecasts, higher win rates, and accelerated revenue. Cloud9 solutions deliver value in just 24 hours and require zero installation, maintenance, or support from IT. Cloud9 customers include Avaya, BMC Software, Computer Associates, EMC2, Siemens, Splunk, Stanley Black & Decker, Thermo Fisher Scientific, and Thomson Reuters.

Cloud9 Account Development Representatives (ADRs) are responsible for identifying and creating new qualified sales opportunities for the Cloud9 sales team.

The ADR manages the inbound lead activity in their territory, qualifying active buying interest and developing opportunities in prospect accounts. The ADR will also coordinate with their AE counterparts to determine the accounts that require research and prospecting activities to secure a sufficient flow of additional qualified opportunities. An implicit responsibility of the ADR is to conduct business dealings in a way that creates a superior prospect experience that will set the stage for effective sales follow-up, as well as future product sales.

We seek a dedicated self-starter with a track record of successful, credible lead follow-up and sales development at multiple executive levels within an organization.

This position is based in Cloud9 headquarters in Redwood Shores, CA. The position reports to the Chief Marketing Officer.

Responsibilities

• Prospect, educate, qualify, and develop target accounts and inbound leads to create sales ready leads (SRLs) and opportunities for account executives
• Interact with prospects via telephone and email
• Research accounts, identify key players, generate interest and develop accounts to stimulate opportunity
• Disseminate opportunities to appropriate AE, educating rep as necessary about the opportunity
• Successfully manage and overcome prospect objections
• Become a trusted resource and develop superior relationships with prospects
• Update prospect interaction in salesforce.com to ensure efficient lead management
• Consistently achieve daily calling targets and monthly SRL quotas to ensure territory revenue objectives
• Assist AEs during early stage opportunity development as required
• Work on special campaigns as defined by marketing team (targeting specific verticals, prospect types, use cases, and more).

Qualifications/Experience

• Proven track record achieving measurable inside sales goals in an automated sales environment where accurate entry and management of lead data in in a CRM system is required (min 1 year)
• Experience using social networking tools in a professional capacity
• Proficient with standard corporate productivity tools (email, voicemail, MS Office)
• College degree or equivalent work experience
• Salesforce.com CRM experience a plus
• Ability to articulate complex business concept in concise, simplified manner
• Research and pre-call planning
• Opportunity qualification and objection handling
• Call structure and control
• Time and territory management
• Ability to work in a sales team environment; team player
• Positive and energetic phone skills
• Excellent listening skills
• Strong writing/skills

Cloud9 is the world’s leader in on-demand sales forecasting and pipeline management solutions. The company’s solutions allow users to actively manage sales performance with intelligence – going beyond traditional CRM applications. Cloud9 allows users to dramatically improve the predictability of their sales forecasts, gives them visibility into exceptions and changes, and allows them to identify risks and opportunities. The result is more accurate forecasts, higher win rates, and accelerated revenue. Cloud9 solutions deliver value in just 24 hours and require zero installation, maintenance, or support from IT. Cloud9 customers include Avaya, BMC Software, Computer Associates, EMC2, Siemens, Splunk, Stanley Black & Decker, Thermo Fisher Scientific, and Thomson Reuters.

Cloud9 Account Development Representatives (ADRs) are responsible for identifying and creating new qualified sales opportunities in Target Accounts for their regional Account Executives (AEs).

The ADR manages the inbound lead activity in their territory, qualifying active buying interest and developing opportunity in prospect accounts. The ADR will also coordinate with their AE counterparts to determine the accounts that require research and prospecting activities to secure a sufficient flow of additional qualified opportunities. An implicit responsibility of the ADR is to conduct business dealings in a way that creates a superior prospect experience that will set the stage for effective sales follow-up, as well as future product sales.

We seek a dedicated self-starter with a track record of successful, credible lead follow-up and sales development at multiple executive levels within an organization.

Based in the UK, this ADR will report to the Director of Account Development in Cloud9’s Redwood City, CA headquarters with dotted line responsibility to the VP of Sales, EMEA.

Responsibilities

• Prospect, educate, qualify, and develop target accounts and inbound leads to create sales ready leads (SRLs) and opportunities for AE’s
• Interact with prospects via telephone and email
• Research accounts, identify key players, generate interest and develop accounts to stimulate opportunity
• Disseminate opportunities to appropriate AE, educating rep as necessary about the opportunity
• Successfully manage and overcome prospect objections
• Become a trusted resource and develop superior relationships with prospects
• Update prospect interaction in salesforce.com to ensure efficient lead management
• Consistently achieve daily calling targets and monthly SRL quotas to ensure territory revenue objectives
• Assist AEs during early stage opportunity development as required

Qualifications/Experience

• Proven track record achieving measurable inside sales goals in an automated sales environment where accurate entry and management of lead data in a CRM system was required (min 1 year)
• Experience using social networking tools in a professional capacity
• Proficient with standard corporate productivity tools (email, voicemail, MS Office)
• College degree or equivalent work experience
• Salesforce.com CRM experience a plus
• Ability to articulate complex business concept in concise, simplified manner
• Research and pre-call planning
• Opportunity qualification and objection handling
• Call structure and control
• Time and territory management
• Ability to work in a sales team environment; team player
• Positive and energetic phone skills
• Excellent listening skills
• Strong writing/skills

Redwood City, CA, Boston, MA, or New York, NY

Responsibilities

• Find, develop, and close prospects for Cloud9’s leading analytic applications in a defined territory
• Up-sell new subscriptions and add-on products to customers in the territory
• Create and deliver on accurate sales forecasts
• Demonstrate Cloud9’s applications using web tools & technology to sales prospects
• Host webinars and web presentations for prospects in the territory
• Work closely with Customer Experience and Field Technology teams to ensure Cloud9 customer satisfaction, adoption and deployment

Qualifications/Experience

• 6+ years of B2B sales experience
• Familiarity with Solution Selling or related methodology
• Experience selling large, complex transactions with enterprise-class companies
• On demand/SaaS experience preferred
• Experience developing new territories and selling to existing customers
• Consistent quota growth and achievement
• Ability to work in a rapidly expanding and changing environment
• Great teamwork and communication skills
• Four year university/college degree required
• Knowledge/experience selling CRM, SFA and/or BI a plus
• Position based in San Mateo, CA, Boston, MA, or New York, NY
• Provide cover letter and resume upon applying for this position.
• Applications without a cover letter and resume will not be considered.

Compensation

• We offer competitive salaries & variable compensation plans
• Great benefits including full medical, dental, vision and 401K
• Fast-paced, energetic environment
• Opportunity for career growth

Cloud9 Analytics is looking for a passionate and creative Senior Product Manager to take ownership for the advancement of our industry leading SaaS Sales Pipeline Management and Forecasting applications. These applications automate the planning, execution and optimization process for sales managers today, with support for other front office functions on the roadmap. Cloud9 has over 100 customers around the globe today who report significant increases in revenue as a direct result of deploying these applications across the sales management team.

Responsibilities:

• Deeply understand and validate the needs of current and target customers through quantitative and qualitative customer research.
• Enable and lead the cross-functional Sales Management applications team to gain a clear understanding of the customer problems we are trying to solve.
• Responsible for end-to-end product lifecycle of Cloud9 solutions including: definition of market and product requirements, release planning, functional requirements and specifications through sales enablement and customer communications.
• Drive a quality product planning process from product planning, use case definition, development and release cycles with engineering and QE.
• Form the vision for winning application solutions, collaborating with Senior Management, Development, Marketing and other Product Managers.
• Create and execute the short and long-term roadmap to achieve the vision for each application area.
• Prioritize product enhancements and customer requests by making smart, decisive tradeoffs using data-driven analysis and sound judgment.
• Create use cases, user stories, and detailed product requirement documents that clearly articulate desired product functionality.
• Collaborate with the Development, User Experience, QA, and Doc teams to create exceptional solutions to customer problems.
• Be the subject matter expert for Sales Forecasting and Pipeline Management Applications and act as a product evangelist to build awareness and understanding of the products and their features internally and externally.

Qualifications/Skills:

• 5+ years of related product management experience.
• Business Applications and SaaS experience are expected.
• Experience participating in an Agile development and rapid prototyping process.
• Experience creating commercial business applications targeted at enterprise users but with consumer-services-like interfaces. Experience with business analytics a plus.
• Sound understanding of underlying management and related business processes in the Front Office.
• Passionate about understanding and solving customer needs.
• Proven track record of shipping amazing product solutions that deliver clear ROI to customers.
• Entrepreneurial drive and demonstrated ability to achieve stretch goals in a fast-paced start-up environment.
• Creative problem solver who inspires innovation across the entire team
• Superior analytical skills, sound business judgment, the courage to make difficult decisions and defend these decisions with sound logic.
• Strong leadership, communication, and influence skills.
• Ability to multi-task and deliver under pressure in a high-visibility role.
• Hands on HTML and Javascript experience a plus.
• BS/BA required. MBA or technical Master’s degree preferred.