PandaDoc

Senior Post-Sales Operations Manager

PandaDoc

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $120,000 - $140,000 per year

Job Level

Senior

About the role

  • 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.

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.
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
  • 12 company paid holidays off per year.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process optimizationtechnology implementationdata analysisreporting skillsproject managementcustomer experience strategyoperational excellencebusiness strategycross-functional project leadershipSaaS customer acquisition
Soft Skills
creative problem-solvingcollaborationcommunicationaccountabilityadaptabilitystakeholder managementorganizational skillsindependencefinessetrust-building