Customer Success Operations Analyst - Remote

Postman is the leading API platform, used by 17 million developers and 500,000 organizations worldwide. Postman simplifies each step of the API lifecycle and streamlines collaboration so developers and teams can create better APIs—faster. Postman is a global company with headquarters in San Francisco, a large office in Bangalore (where the company was founded), and distributed team members on four continents. Postman is privately held, with funding from Insight Partners, CRV, Nexus Venture Partners, Coatue, Battery Ventures, and BOND. Learn more at https://www.postman.com/company/about-postman/ or connect with Postman on Twitter via @getpostman.

Description

 We are seeking a passionate and highly driven individual to join the Customer Org at Postman. The Customer Org consists of the Sales, Customer Success, Solutions Engineering and Revenue Operations functions. This role will partner closely with the Director of Customer Success to help make data driven decisions, establish processes and manage allied stakeholders.

 Responsibilities

  • Drive high priority strategic initiatives for the Customer Success team and proactively provide insights based on data and analysis to improve revenue, retention and churn metrics
  • Design and execute scalable processes for the Customer Success team, reduce friction in existing processes, and make suggestions new processes
  • Own and drive the Custom Success Team’s adoption and usage of Salesforce by collecting feedback, prioritizing CS initiatives, and providing excellent issue resolution support
  • Develop, own and improve the analytics, business reporting and forecasting for the Customer Success team
  • Manage stakeholder communication with respect to process changes, milestone planning and escalations
  • Act as the liaison between the Customer Success and RevOps teams to ensure operational support is timely and meets all requirements
  • Build relationships with sales, growth, product, finance, and data teams to further promote collaboration with Customer Success efforts
  • Develop resources that assist the Customer Success team in client interactions and their usage of Postman’s internal systems and tools
  • Build a deep understanding of all the organization KPIs and assist the Customer Success director in making decisions and executing them

Requirements

  • 3 to 5 years of work experience in an analytics/operations driven role in the services industry or SaaS
  • 2 to 3 years of work experience with Salesforce in an admin related function
  • Experience in data analysis and reporting of metrics for customer facing teams is highly desired
  • Familiarity with building processes from scratch and implementing them within cross-functional teams
  • Exceptional stakeholder management and collaboration skills, experience in client facing roles is a plus
  • Comfortable working with large sets of data and generating insights, adept at handling ambiguity
  • Experience in managing complex processes and passionate about customers
  • Salesforce Admin and/or Advanced Admin certificates are preferred

What Else? (Remote Benefits)

We offer competitive salary and benefits, and a flexible schedule working with a fun, collaborative team. Enjoy full medical coverage that includes COVID insurance, unlimited PTO, and a monthly lunch stipend. (Yes, seriously. We want you to eat well wherever you are.) Plus, our wellness program will help you stay healthy from your location with fitness-related reimbursements. Our frequent and fascinating virtual team-building events will keep you connected with your global Postman peers. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves, and we want you to be part of it. Join us, why dontcha?

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