Manager – Customer Experience and Services Operations
Posted on 3/18/2024
Postman

1,001-5,000 employees

Streamlines API development and collaboration globally
Company Overview
Postman, the world's foremost API platform, is a dynamic workplace that fosters collaboration and technical advancement, with a user base of over 25 million developers and 500,000 organizations globally. The company's culture is centered on continuous learning and growth, driven by the astounding applications of their product by their customers. Their competitive edge lies in their ability to simplify and expedite API development, making them a leader in their industry.

Company Stage

Series D

Total Funding

$433M

Founded

2014

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

8%

1 year growth

23%

2 year growth

100%
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Data Analysis
CategoriesNew
Operations & Logistics
Supply Chain Management
Transportation & Distribution
Warehouse Operations
Requirements
  • 5+ years leading post-sales operations teams in a fast-growing SaaS environment
  • Experience building and scaling Customer Success Operations in a high growth environment
  • Proven expertise building a post-sales operating cadence, post-sales forecasting, funnel maintenance and reporting
  • Demonstrated skills modeling go-to-market operations, setting corresponding goals, and evaluating results
  • Excellent analytical skills with experience overseeing and managing business metrics, productivity and outcomes
  • Collaborative, curious and delightfully persistent
  • Strong written and verbal communications skills
  • Ability to plan, manage and deliver multiple concurrent and complex workstreams in a matrixed organization with aggressive timelines
  • Experience in finance, consulting, or have MBA
Responsibilities
  • Lead operational programs to drive forecast accuracy and visibility as well as productivity and efficiencies across our CX&S organization
  • Own the operational cadence around the forecasting process
  • Partner with our Strategy & Ops Analytics team to distribute reports, dashboards, and intelligence to CX&S leadership and other cross functional departments
  • Design, implement, and manage forecasting, planning, and budgeting processes
  • Facilitate renewal pipeline reviews and track standardized leading indicators and metrics that can be actioned upon to improve overall account retention and growth
  • Lead operational projects in support of the CX&S organization by defining strategy, requirements and timelines, utilizing project design, delivery, management and post-launch feedback/support
  • Provide guidance, insight and recommendations to the leadership team focused on increased revenue retention, and partner with CX&S leaders to improve functional team performance and effectiveness
  • Define, integrate and operate dedicated systems infrastructure necessary to track, manage and increase efficiency for customer success, training, and support. Partner with cross-functional teams to ensure data consistency and to make post-sales data accessible beyond the CX&S team.
  • Hire, manage and lead an inclusive, engaged, and high performing team