Customer Experience Operations Manager

Pendo is seeking a Customer Experience Operations Manager (CX Ops Manager).

Pendo has been rapidly scaling and is looking for a strategic, analytical, and process-oriented leader to help further operationalize and scale the business. Our Customer Experience Operations Manager will partner closely with our Services and Customer Success leaders to build and execute the strategy and operations of the CX organization.

This Customer Experience Operations Manager will tackle Pendo’s most challenging business problems. You will be asked to tackle unstructured problems and drive them to actionable business insights and outcomes. The ideal candidate will have a bias to act,  be a problem solver, and be enthusiastic about the opportunity to partner cross-functionally to build programs that will support a high-growth, high-efficiency company. This person will report to the Head of CX Ops and sit within the Revenue organization.

Role Responsibilities 

• 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

Minimum Qualifications 

• 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

Preferred Qualifications 

• You have finance or consulting experience with a high-growth B2B SaaS company.
• You are familiar with CS and PS tools like a PSA, CS system of record, and SFDC.

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and impact Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodation for any part of the recruitment process, please send a request to [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected USD salary range for this role to be performed in 

San Francisco is $96K - $120K; New York City is $88K - $110K; National NOT in SF or NYC is $84K - $105K

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

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