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.

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.

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.

Senior Post-Sales Operations Manager

Key skills