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Customer Experience Operations Manager

1 month ago

Raleigh, North Carolina, United States Pendo Full time
About the Role

Pendo is seeking a Customer Experience Operations Manager to join our team. As a strategic leader, you will play a critical role in driving customer value, retention, and growth.

Key Responsibilities
  • Develop and execute vision and strategies to drive customer success and growth.
  • Establish and operationalize scalable and repeatable processes across the 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.
Requirements
  • 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.
About Pendo

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.

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.

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 [All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law].

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.