Senior Post-Sales Operations Manager

PandaDoc

7h • $140

About The Position

PandaDoc is looking for a Senior Post-Sales Operations Manager to drive the expansion of our business. In this role, you will contribute to PandaDoc's accelerated growth by supporting Post-Sales teams, day-to-day operations and leading strategic cross-functional projects. You'll build processes and practices that will allow us to scale to the next level of operational excellence. You should be ready to do anything in your power to help the team perform at its highest possible level and in a way that is predictable and repeatable. This position requires strong operational & business aptitude.

Requirements

• 4+ years of relevant work experience delivering operational excellence through process & technology optimization & implementation, ideally in the technology/SaaS space
• Experience in Customer or Revenue operations, or relevant work in Strategy & Operations or Technology consulting
• Creative problem-solver and project manager who can balance multiple projects and business priorities with ease and finesse
• Functions independently with a high degree of accountability in a fast-paced environment
• Data-driven mindset with reporting skills
• Capability to conduct sophisticated and creative analysis of data and translate the results into actionable messages
• Strong cross-functional collaborator with the ability to manage multiple key stakeholders
• Strong proficiency with tools of the trade (Excel, Google Apps, AI, Salesforce)
• Solid understanding of SaaS customer acquisition & growth

Nice To Haves

• Experience with data visualization tools (Hex, Looker, Tableau, etc.) and/or SQL
• Experience in a high-velocity SaaS startup / scale-up experience
• Functional and/or technical knowledge of Customer Support tools such as Intercom, Playvox, etc.

Responsibilities

• Analyze, create, and implement new business processes for operational excellence in the Account Management & Customer Experience organizations
• Expand & iterate upon our scalable, repeatable processes and contribute to business strategy
• Lead & contribute to cross-functional strategic projects that directly impact Net Dollar Retention
• Be the functional owner of our CX & AM tech stack (including Support CRM, Chatbot, CSP, Salesforce, WFM tooling, etc.), influencing roadmap decisions and driving ongoing improvement in end-user workflows
• Set & report on measurable expansion, retention, CSAT, & product adoption goals in partnership with Customer Experience & Revenue leadership, and develop methodologies to test, iterate, and operationalize solutions to meet these goals
• Utilize levers across people, processes, and our technology stack to drive measurable impact in alignment with growth initiatives
• Drive cross-functional alignment between Customer Experience, Account Management, Sales, Marketing, Product, and Finance
• Build a collaborative, trusting environment where open communication helps to uncover issues for faster agreement and resolution

Benefits

• Employees may be able to purchase company stock (or receive annual bonuses)
• Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans. Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 12 company paid holidays off per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed