PandaDoc is looking for a Senior Post-Sales Operations Manager to drive the expansion of our business. In this role, you will contribute to PandaDoc's accelerated growth by supporting Post-Sales teams, day-to-day operations and leading strategic cross-functional projects. You'll build processes and practices that will allow us to scale to the next level of operational excellence. You should be ready to do anything in your power to help the team perform at its highest possible level and in a way that is predictable and repeatable. This position requires strong operational & business aptitude.
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
Experience with data visualization tools (Hex, Looker, Tableau, etc.) and/or SQL
Experience in a high-velocity SaaS startup / scale-up experience
Functional and/or technical knowledge of Customer Support tools such as Intercom, Playvox, etc.
PandaDoc empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. PandaDoc provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more. For more information, please visit https://www.pandadoc.com
We're known for our work-life balance, kind co-workers, & creative virtual team-bonding events. And although our Pandas are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels, well, like a team.
Pandas work best when they're happy. We retain our talent by upholding our values of integrity & transparency, and selling a product that changes the lives of our customers.
Check out our LinkedIn to learn more.
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, and 12 company paid holidays off per year.
PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.
Opens the original job posting on pandadoc.com
PandaDoc is a document automation platform that helps businesses create, manage, and send proposals, quotes, contracts, and other business documents. The company serves mid-market and enterprise clients across various industries who need to streamline their document workflows and approval processes.
Visit website$120,000 – $140,000
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