Customer Experience Operations Director

4 weeks ago


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

Pendo is seeking a Customer Experience Operations Manager to help further operationalize and scale the business. This role will partner closely with our Services and Customer Success leaders to build and execute the strategy and operations of the CX organization.

Key Responsibilities
  • Develop and Execute Vision and Strategies: Drive customer value, retention, and growth by establishing and operationalizing scalable and repeatable processes across our post-sales customer journey.
  • Build Measurement and Tracking: Create key metrics and trends, and deliver data insights, reports, and dashboards critical to understanding performance and driving operational efficiency.
  • Enable Teams to Act on Data: Provide actionable insights into customer portfolios for Professional Services, Technical Account Managers, and Customer Success Managers.
  • Analyze Key Data and Make Decisions: Improve business outcomes like time to value, customer value realization, renewal and upsell performance, and service utilization.
  • Implement and Maintain Systems: Support our CX functions with systems and tools.
  • Own Territory and Capacity Planning: Lead performance improvement initiatives from end-to-end.
  • Communicate with Senior Leadership: Provide 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.

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 accommodation@pendo.io.

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.



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