GTM Systems Specialist, Customer Operations

Job Description

Narvar is seeking a GTM Systems Specialist focused on Customer Operations. This role is pivotal in managing the technology stack supporting the Customer Success and Customer Operations teams. The GTM Systems Specialist will be responsible for the administration of Salesforce and its integrations with key tools such as ChurnZero, Gong, and Delighted. The goal is to enable seamless data flow, scalable processes, and actionable insights that enhance customer satisfaction, retention, and growth. The role involves cross-functional collaboration with Customer Success, Sales, Marketing, and Business Operations teams.

The GTM System Specialist will ensure that systems are configured to meet the business needs while proactively identifying opportunities to improve processes, data quality, and user experience. A key focus will be managing the implementation and ongoing administration of ChurnZero, ensuring it integrates effectively with Salesforce to support customer lifecycle management and provide business value. Narvar values diversity and does not discriminate.

The GTM Systems Specialist role involves:

• Overseeing the implementation, management, and optimization of customer-facing tools such as ChurnZero, Gong, and Delighted.
• Serving as a Salesforce administrator for the Customer Success and Customer Operations teams, managing its integrations with external tools.
• Acting as the technical lead for the upcoming ChurnZero implementation, ensuring its successful integration with Salesforce.
• Proactively identifying opportunities to improve system usability and processes, delivering an intuitive and efficient experience for internal users.
• Maintaining accurate, reliable customer data across all platforms.
• Using system capabilities to streamline and automate key processes such as customer lifecycle management, health score tracking, and renewal reporting.
• Partnering with Customer Success, Sales, and Business Operations teams to align system configurations with organizational goals.

Requirements for this role include:

• 3+ years of experience as a Salesforce administrator or in a similar role managing system integrations, preferably in a high-growth SaaS environment.
• Experience managing and integrating customer-facing tools (e.g., ChurnZero, Gainsight, Gong).
• Salesforce Admin Certification required.
• Proficiency in managing system integrations, including native and bidirectional syncs between Salesforce and other tools.
• Strong understanding of data architecture and best practices for ensuring accurate, consistent data flow.
• Strong focus on creating intuitive processes and improving tools to maximize value for end users.
• Demonstrated ability to configure workflows, automate processes, and maintain data integrity to support operational efficiency.
• Excellent written and verbal communication skills, with a collaborative approach to gathering feedback and aligning stakeholders.

Narvar offers

• Platform focused on driving customer loyalty through seamless post-purchase experiences