Get to know our departments

We have 4 Software Engineering teams, each focused-on building and operating one of our pillar areas – Content Marketing, Content Management and Commerce, Experimentation, and Data Platform and central services. These teams work with Product and Design to build and operate our product offerings.

Our core Reliability Engineering team is responsible for managing our substrate services and infrastructure, central operations, incident management, and governance.

Finally, Technical Support Services is comprised of three groups servicing Application and Developer support which supports our end customers and partners in using and implementing our products, incident management which provides real time operations monitoring for our customers, and Service desk, which provides on request infrastructure and platform management for our customers.

Sales

The overall focus of sales organizations is to nurture leads, have a high lead-to-account conversion rate, and retain accounts for a long period of time.

The sales division of Optimizely handles mid-market (1-to-many), enterprise (1-to-few), and strategic (1-to-1) selling. Within these categories, account executives and account managers match companies to a solution to aid them best. Account executives focus on new opportunities and account managers expand on existing accounts.

Enablement

Sales enablement is the process of making sales teams able to efficiently move customers through the sales process to the point where the customer can make a buying decision. Using tools like Highspot, Enablement streamlines key information for SDRs, AEs, PMs, and CSMs to create the perfect pitch, a strong relationship with a buyer, or a new way to approach objectives.

Go-To-Market Strategy

A go-to-market (GTM) strategy is a comprehensive action plan that outlines the approach and steps to attract and win new customers, enter new markets, increase market share, and achieve projected sales and marketing goals, revenue, and ROI.

Sales Operations

Sales operations refers to the unit, role, activities and processes within a sales organization that support, enable, and drive front line sales teams to sell better, faster, and more efficiently.

Through strategically implemented training, software tools and engagement techniques, sales ops leaders enable sales reps to focus more on selling in order to drive business results. They also use data to drive strategy, processes, and technology to sell.

Strategy & Value Consulting (SVC)

Optimizely's Strategy & Value Consulting team helps customers & prospects quantify potential financial returns and productivity gains from adopting Optimizely's products, as well as a roadmap to achieve this value. As a part of Optimizely's Sales team, SVCs work along Account Executives and Solutions Architects to drive Closed Won revenue. Engagements include but are not limited to: ROI, revenue growth, cost savings, operational efficiencies, team governance, executive alignment, custom onboarding, digital strategy workshops, and more.

Solution Architecture

Solution architecture is the process of developing solutions based on predefined processes, guidelines and best practices with the objective that the developed solution fits within the enterprise architecture in terms of information architecture, system portfolios, integration requirements and many more.

Partnerships

Purpose: The purpose is to bring differentiated value to the organization through our partner ecosystem that directly produces positive impact for our customers and the people they serve.

How we work: We drive success through Optimizely’s worldwide partner ecosystem, with a partner first mentality and a clear focus on building trust with our partners through strategic innovations, mutual empathy, shared goals and commitments.

Types of partners:

1. Strategic partnerships: This is our cloud providers Google Cloud Platform and Microsoft Azure
2. Tech Partnerships We have established a robust network of tech partners, by combining our strengths, we offer customers a powerful synergy that enhances their experience. In the modern landscape of composable technology, collaboration is essential. Together, we aim to amplify the value we bring to our customers and extend our reach in the market.
3. Solution partnerships The Solution Partnerships Program enables Optimizely to collaborate with a wide range of companies, including digital agencies, technology consultants, systems integrators. These partners bring their expertise in various domains such as web development, digital marketing, data analytics, and customer experience and are ultimately delivering the end product for the client.

Within our team, you'll find diverse functional areas tailored to ensure our customers have the support they need. Whether focusing on a specific product or managing a suite of offerings, Customer Success Managers (CSMs) are crucial in driving customer success.

In North America and EMEA, we have designated leaders for each of our solutions: Experimentation, Orchestrate, and Monetize. This setup offers a fantastic opportunity for our CSMs to specialize and truly delve deep into one product. However, should a customer opt for additional products, our CSMs are flexible and ready to take on those as well.

In the APJ region, our CSMs are currently supporting all our products. This approach allows for a broader understanding and ensures comprehensive support across the board. We also have strategic CSMs positioned globally to tackle our larger Optimizely One multi-product accounts, providing end-to-end management of the product suite.

For our smaller customers with ARR under 60k, we've established a dedicated global Digital team. These CSMs operate at scale, managing between 100 to 150 accounts per person. Leveraging advanced tooling and automation, they deliver proactive and scalable engagement, ensuring every customer receives the attention they deserve.

We understand the importance of collaboration and support. That's why we have dedicated teams, such as Renewal Specialists and Value teams, including Onboarding, Adoption, and Education teams, to assist in various aspects of our customers' journey.

Data Services

Data Services is a corporate-wide shared service, focused on ensuring that Optimizely, whatever data it may be, is accurate, validated, available and understood by those that analyze, report and use such data. In addition to being stewards of Optimizely’s data warehouse, lakes, and governance framework, the team is focused on these data pillars:

• Source of Truth – whether within our managed Data Warehouse, or through our Lighthouse systems, ensuring a single, proper source of truth for data.
• Data Innovation – leading the company on internally-facing machine-learning (ML) and artificial intelligence (AI) models to enable better, faster success through insight and enablement.
• Enterprise insight, analytics and analysis - Ensuring that corporate KPIs are measured accurately, enabled through the business.
• Data Governance – ensuring that the foundations of data governance is embedded throughout the business, data definitions and processes are mapped throughout.

The Data Services team is organized into three groups:

• Data Engineering: Data Engineers bring in data from our production systems (Salesforce, NetSuite, Zendesk, our applications etc.) into other systems and containers (e.g. Data Warehouse). They organize it, automate key metrics, build validation plans, combine internal and third party data to enrich the data, and prepare the data to be part of various consumers.
• Data Enablement: Data Enablement drive cross-functional data-driven projects and transformations within the business. They act as our data “program managers” as well as responsible for the data governance framework and architecture for Optimizely.
• Corporate Data Analysis: This team is responsible for ensuring that corporate KPIs (such as ARR, NDR/GDR, CAC, etc.) are measured accurately, that they are understood, and analyzed for trending and movement to find the business actionable story.

EPMO

The EPMO exists to drive business change, transformation and to create the right outcomes throughout the business. The EPMO is a global team with expertise in Project Management, Program Management, Change Management and Business Analysis. They manage and deliver a portfolio of high impact and high value cross functional projects on behalf of the business.

EPMO does this through the application of:

• Best practice tools and templates for Programs, Projects and Initiatives.
• Ensuring agreed quality standards are in place i.e. risk management, governance, planning, cost control, benefits etc.
• Agreed methodologies, techniques and processes and through the deployment of key specialist resources (i.e. project managers).

Trust

The Trust group comprises of Security Engineering and Compliance. The Security Engineering team work tirelessly with our Product and Engineering teams to ensure that privacy and protection by design is adhered to as a best practice and work front line on security incident management. The Compliance Team is responsible for ensuring our software, services and organizations comply with industry-standards and remain compliance with certifications, such

as SOC and ISO. They build security and compliance policies and are key resources in the go-to-market motions. The 4 pillars of the Trust group are:

• Privacy & Protection by Design – ensuring that the foundations of compliance and security are embedded in our product design, research and engineering.
• Risk Mitigation – collaboration with all orgs in the business to ensure not just continuous security monitoring and testing of key platforms, but response to events are coordinated and mitigated.
• Customer Trust Support –interfacing, educating and supporting all stages of the customer lifecycle.
• Certification and Industry Standards – Managing and maintaining certification levels (e.g. ISO, SOC, etc.) across the business, and ensuring that processes and support match industry standards.

Information Technology (IT)

The IT group is responsible for 5 separate areas of the business

• Business Enablement
• Corporate Infrastructure
• Enterprise Architecture, Integration, Automation and Internal AI
• Services Desk
• Real Estate & Workplace Operations (REWO)

Business Enablement Team – is responsible for corporate software employees use to do their job. From managing software vendor to deployment to enablement, this team is responsible to support different areas of the business from management of the corporate software portfolio (e.g. Microsoft Office, Teams & SharePoint, JIRA, Lucid, etc.) to support of the Lighthouse Software portfolio (e.g. NetSuite, Gainsight, SFDC, Marketo, SuccessFactors) in cooperation with the business owning organizations (e.g. GTM Ops, Finance, Marketing, HR, etc.).

Business Enablement team comprises of Software Administrators, Business System Analysts and System Developers.

Infrastructure - building, managing, scaling and securing internal corporate network, including network hardware and software platforms. They work hand in hand with the Business Enablement and Enterprise Architecture team to ensure that everything from network bandwidth to collaboration systems to Wi-Fi to security end-points is seamless for employees and easy to maintain.

Enterprise Architecture, Integration, Automation and Internal AI – manages and innovates on top of corporate software services and infrastructure to ensure that best-in-class IT system reference architectures are adhered to and designed against. This enables comprehensive and fit-for-purposes integrations between various systems and data sources.

Further this team is responsible for automation is applied in software provisioning, user access and security is uniform throughout the corporate infrastructure. Finally, this team is also responsible for supporting and innovation of new applications of AI internally for employees.

Services Desk – operates as the IT Help Desk, serving employees, consultants and other 3rd parties to ensure access and support to all IT needs are met. This includes provisioning hardware (e.g. laptops, mobile phones, etc.) as well as employee IT help desk tickets are well answered, managed in a timely basis.

Real Estate and Workplace Operations (REWO) - REWO's mission is to provide best-in-class facilities, workplace programs and bring efficiencies to everything we do. The employee experience is important as it relates to onboarding, offboarding, day to day operations and office space. REWO seeks to create or improve on existing scalable processes, to enable employees to do their work effectively while in the office.

Customer Services

The Customer Services organization is fully dedicated to ensuring that Optimizely customers have the best experience with our software, augmenting our partner community’s implementation, development and roll-out of Optimizely software. This organization is externally-facing, as opposed to the majority of BIOS, and is customer facing every day. This team comprises of two teams, the Expert Services team and the Quality Assurance team.

Expert Services (ES) - helps clients implement and use Optimizely products effectively. This increases customer ROI, retention, and Optimizely brand affinity. The resulting business outcomes and relationships also lead to product expansion opportunities.

To do this, ES has 3 key areas of focus:

• Strategy Consulting & Business Strategy Management: Provides strategic guidance across the product portfolio to drive ROI, retention, and product expansion.
• Technical Consulting, Delivery, and Rapid Experimentation: Assist our customers with the technical side of product implementation and usage. Depending on the client's needs, this can be consultative and/or hands-on staff augmentation.
• Named Technical Advisors: Guides the customer experience as a dedicated resource to customers on Optimizely product(s). Primary goals include enhanced product adoption, support and continuous speed to value with Optimizely product(s).

Quality Assurance - helps customers and Optimizely ensure efficient and effective deployment of Optimizely implementations. This team is focused on ensuring that Customers get peak performance out of their Optimizely implements, while also ensuring appropriate infrastructure resource utilization, code optimization and scaling requirements are met.

Finance Control and Accounts

Manages the day-to-day finance and accounting operations including:

• Banking
• Payroll
• Tax
• Treasury
• Order to Cash process
• Commercial Finance – Revenue Recognition, Order Management, Accounts Receivable
• Accounts Payable
• Group Financial Reporting
• ESG and Projects

Financial Statement Reporting in compliance with all local regulations.

Financial risk mitigation and management.

Financial Planning and Analysis

Manages the following:

• Financial management reporting, with trending and variance analysis across all organizations
• Company financial statement (Income Statement, Balance Sheet, Cash Flow) budget and forecast
• ARR waterfall and SaaS metrics with details by Product, Geo, Segment, etc.
• Customer and Product Profitability
• Headcount requisition / purchase requisition approval

We partner with business stakeholders to give them visibility into the financial performance of the company, enabling them to make better data driven decisions in order to meet their long-term financial goals.

Legal

Legal (managed by the General Counsel) is responsible for identifying, advising in relation to and managing Optimizely’s local, regional and global legal risk and liabilities, and this include the following:

• ELT guidance
• Commercial (Sales, Renewals and Services) and Partner Org template management
• Applicable law
• Internal policy reviews
• Supporting Sales, Renewals and Sales in revenue contract negotiations
• Supporting the Solution and Tech Partner department
• Deal Desk business partner
• Risk management, in partnership with Compliance
• HR business partner on all employment related matters
• Trademark, patent & other IP management
• Litigation management
• Corp Sec
• Product partner and Commercial Release stakeholder
• Supporting ORO, Tax and Treasury
• Sales enablement and contract training

Spend Management and Procurement

Reports into the General Counsel and is responsible for the following:

• Managing vendor spend by the business
• Where relevant, partnering with stakeholders in supplier evaluation & selection process
• Supporting the business on Vendor renewals
• Managing the ORO Procurement system, and helping to facilitate the purchase process

Solution Strategy Team

The Solution Strategy team develops and deploys our GTM strategy across all products/solutions, in close alignment with Product Marketing, Product Management, GTM Enablement, and other teams. This includes owning product-level growth plans, developing and driving execution of GTM plays/programs, acting as the primary SME for product-focused enablement, and supporting product launches from a GTM perspective.

GTM Enablement Team

Working closely with Solution Strategy, our GTM Enablement team owns coordination of all enablement for our internal customers, including sales, customer success, and sales development. Beyond product trainings, GTM Enablement also helps to enable our teams on internal processes and best practices. We deliver these across a number of formats, including our in-person annual GTM bootcamp, live virtual sessions, on-demand content recordings and sharepoint, and certifications on key topics.

GTM Analytics Team

The GTM Analytics team is responsible for delivering accurate data as well as actionable insights to our GTM teams and ELT. In close partnership with Data Services (IT) and FP&A, our Analytics team owns delivery of all marketing, sales, and customer success data, including performance/results, customer data and insights, and predictive analytics. These insights are critical to defining our strategy and driving execution.

Sales Operations

Sales Operations owns our core CRM (Salesforce), as well as all other tools used by our sales organization (Account Executives, Solution Architects, Value Consultants). Salesforce is the connective tissue across all of our GTM systems & processes. In addition to ensure we are maintaining accurate data on our customers & prospects, and consistently simplifying user experience for our sellers, this team also owns Opportunity to Cash (O2C), and is focused on improving how we transact with our customers.

Customer Success Operations

Customer Success Operations partners with our customer success organization to support their execution. This includes delivering systems & processes that help our Customer Success Managers (CSMs) execute in their daily tasks, have accurate visibility to customer data, and ultimately drive adoption & retention within our customer base.

Business Desk

The Business Desk (aka Deal Desk) team supports the business by directly engaging with the Sales team on the contract negotiation process. This includes generating order documents, supporting the redline process, and coordinating with other teams like Legal and Compliance teams as needed.

Deal Operations Desk

Closely tied to Business Desk, our Deal Operations Team supports the Sales organization by developing templates & processes to continually improve our ability to support customer negotiations.

Contracts Operations team

The recently launched Contracts Operations team is critical to supporting our subscription management initiative, working to ensure we have accurate and digitized contracts data and renewals results in Salesforce to make it easier for Sales and Customer Success teams to engage with existing customers and drive retention and growth.

Marketing Operations

The Marketing Operations team focuses on the following pillars:

• Strategy and process
• Insights and planning
• Campaign and SDR operations
• Data operations

GTM Compensation & Territory Operations Team

Our GTM Compensation & Territory Operations team supports all GTM functions (Sales, Customer Success, Sales Development) by designing and managing territory assignments, quotas, and compensation plan.

Our expanded product portfolio was built to match customer content lifecycles from start to finish. As we have grown as a company, we have chosen tools that serve as utilities for each stage in the process—from creation and collaboration, to conceptualization, optimization, evaluation and continuous improvement.

Customer & Product Marketing

Our team combines our product knowledge and marketing expertise to help prospects and customers understand how Optimizely delivers real business value. We partner with stakeholders across Product, Sales, and Customer success, to bring that story to life. We make sure our customers are always aware of new product and feature updates through newsletters, the website and hosting regular customer meet ups across the world.

Digital Marketing

This team is formed of: Digital Experience (.com and more), Global Campaigns, Content Marketing and Paid Media. We ensure that every digital touchpoint our customers and prospects touch is optimized to drive engagement and demand.

Global Communications and Creative

This team is formed of: Analyst Relations, Public Relations Social Media, Internal Communications and Brand Design Our Global Comms team supports the needs of our company by strengthening our thought leadership and public relations platform, engaging proactively with industry analysts, and communicating key business information to our internal audiences.

Our Brand Design team consolidate our corporate brand identity through the creation of visual assets including graphics, animations and more, ensuring Optimizely's brand purpose is reflected in all our creative outputs.

Field and Events Marketing

Our field marketing teams are responsible for executing localized marketing strategies to build awareness and drive demand in their regions. They collaborate closely with the local sales and customer success teams to modify priorities based on regional needs. The global events team manages how we present ourselves at global tradeshows and heads up the organization of our annual flagship conference – Opticon.

Marketing & Campaign Operations (MOPs)

Strategy & Planning Marketing Analytics, Process Orchestration, Systems & Lead Management The Marketing Strategy & Operations team's goal is to help Optimizely scale efficiently through the lead, sales, and customer lifecycle. We do this through helping set our organizational strategy as well as ownership of the systems, process, and analytics for the team.

Sales Development

The SDR team is focused on generating and qualifying leads to support the sales pipeline. They engage in outbound prospecting through calls, emails and other channels to identify potential customers. The team nurtures contacts to assess their interest and suitability then hands off

qualified leads to the sales team for further engagement. Our goal is to create a steady stream of high-quality prospects.

Talent Acquisition

Our Talent Acquisition team is focused on attracting the best talent and ensuring we have a strong employer brand.

HR Central

Our HR Central Team is responsible for onboarding talent, developing policy, managing your standard questions around HR programs and policy, coordination of Employee Resource Groups, audits, compliance, HR SharePoint, and offboarding talent. HR Central is your main point of contact when you have an HR Question.

Total Rewards

Our Total Rewards team is focused on ensuring we have competitive and fair pay practices and benefit offerings. We focus on wellness and recognition to ensure you stay healthy and are appreciated for your contributions.

HR Information Systems (HRIS)

Our HR Information Systems (HRIS) team is responsible for our lighthouse system, SuccessFactors, which serves as our key system to manage our people data and many important processes in the areas of talent development, recruiting, onboarding, compensation, and more.

Talent Development

Our Talent Development team is responsible for talent development programs in the areas of learning, employee feedback, leadership enablement, succession planning, assessments, and career pathing.

HR Business Partners and Regional Leads

Our HR Business Partners and Regional Leads work with the management team on topics related to workforce planning, diversity and inclusion, performance management, organizational design, change management, policy development and compliance, employee relations, leadership coaching and culture. They will also engage with you on an as-needed basis for more complex HR support.