Customer Experience Operations Manager

September 5

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Pendo.io

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We’re on a mission to elevate the world’s experiences with software.

SaaS Analytics • Product Management Tools • Big Data • In-Application Messaging and Guides • Product Success

501 - 1000

💰 $110M Secondary Market on 2021-11

Description

• Develop and execute vision and strategies to drive customer value, retention, and growth. • Establish and operationalize scalable and repeatable processes across our post-sales customer journey. • Build measurement and tracking of key metrics and trends, and deliver data insights, reports, and dashboards critical to understanding performance and driving operational efficiency. • Enable Professional Services, Technical Account Managers, and Customer Success Managers to act on data by providing actionable insights into their customer portfolios • Analyze key data and make data-driven decisions on how to improve business outcomes like time to value, customer value realization, renewal and upsell performance, and service utilization • Implement and maintain systems and tools that support our CX functions • Own territory and capacity planning alongside CX leadership, and lead performance improvement initiatives from end-to-end • Communicate with senior leadership, providing regular updates on key metrics, strategic insights, and improvement recommendations

Requirements

• 3+ years of experience in B2B SaaS Ops/Strategy/Growth roles and/or Management Consulting • Strong knowledge of Customer Success and service processes and metrics • Experience with Salesforce and business intelligence tools like Looker • Exceptional analytical and problem-solving skills • Excellent communication and presentation skills, including comfort with partnering closely with Executive Leadership • Strong work ethic and self-starter, able to manage multiple projects and priorities and adapt to change within a dynamic, fast-paced environment