Overview
You're the first line of RevOps support for Patsnap's sales organization. You provision user accounts, troubleshoot CRM issues, process internal requests from reps, and help maintain the commercial tech stack. You report to Laura in RevOps and work closely with sales, customer success, and IT to keep systems functioning.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | RevOps Support / Systems Admin |
| Sales Motion | N/A - Internal operations role |
| Deal Complexity | N/A - Support function |
| Sales Cycle | N/A |
| Deal Size | N/A |
| Quota (est.) | N/A - measured on ticket resolution time, system uptime, project delivery |
Company Context
Stage: Growth stage (539 employees suggests Series C/D+)
Size: 539 employees globally
Growth: Actively hiring across functions, expanding RevOps capacity
Market Position: Established player in IP intelligence space serving law firms, life sciences, and high-tech companies with AI-powered patent/research tools
What You'll Actually Do
Time Breakdown
Ticket Queue (50%) | Account Provisioning (25%) | Projects (15%) | Meetings (10%)
Key Activities
- User Provisioning: Create and deactivate Salesforce users, assign licenses, set up permissions when reps join/leave or change roles. You'll get 5-10 of these requests per week.
- Support Queue: Field requests from sales reps who can't access something, need a report fixed, or have questions about how to log data correctly. Expect 15-25 tickets per week ranging from "I can't see this account" to "Why isn't my commission calculating correctly?"
- System Maintenance: Run regular data quality checks, update picklist values, manage integration issues between Salesforce and other tools (likely Outreach/Salesloft, LinkedIn Sales Navigator, maybe Gong or Clari).
- Process Improvement: Document how things work, identify repetitive issues that could be automated, and help build better workflows as you learn what breaks frequently.
- Reporting Support: Pull ad-hoc reports for leadership, help reps understand their pipeline data, fix broken dashboards when fields change.
The Honest Reality
What's Hard
- You're constantly interrupted. Reps need things urgently, so you'll start one task and have to context-switch to unblock someone.
- The requests are repetitive. You'll answer the same "how do I log this in Salesforce" question multiple times per week from different people.
- You're often the messenger for bad news ("No, you can't bypass this required field" or "That integration isn't set up yet").
- You'll inherit messy data and legacy systems. Things won't be documented well, so you'll spend time figuring out why something was built a certain way.
- You're measured on responsiveness, which means pressure to close tickets quickly even when the real solution requires a longer-term fix.
What Success Looks Like
- Tickets resolved within 24-48 hours for standard requests, same-day for urgent blockers
- Sales reps can access accounts and tools without delays when they need them
- You identify and document 2-3 process improvements per quarter that reduce repetitive work
- System uptime and data quality improves measurably (fewer duplicate records, better field compliance)
Who You Support
Internal Stakeholders:
- Sales reps (AEs, SDRs) who need account access, CRM help, or data fixes
- Sales managers who need reports or pipeline visibility
- Customer Success team with similar system needs
- Finance for commission/billing data accuracy
What They Care About:
- Can they access the accounts they need to work?
- Is the data in Salesforce accurate for forecasting?
- Are their tools integrated so they're not double-entering information?
- Can they get quick answers when something's broken?
Requirements
- Organized and detail-oriented - you're managing multiple concurrent requests and can't drop things
- Comfortable learning software tools quickly (Salesforce, spreadsheets, potentially Outreach/Salesloft, data visualization tools)
- Problem-solving mindset - you'll need to troubleshoot issues where the solution isn't obvious
- Clear communicator - you'll be explaining technical things to non-technical people and vice versa
- Comfortable saying no politely - not every request can/should be fulfilled immediately
- No prior RevOps experience required, but familiarity with CRM systems (even as a user) is helpful