Customer Success Operations Analyst

All Postman Open Positions/Customer Success Operations Analyst

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
  • Build and maintain relationships with sales, growth and product teams
  • Manage stakeholder communication with respect to process changes, milestone planning and escalations
  • Develop resources that assist the Customer Success team in client interactions and their usage of Postman’s internal systems and tools
  • Own and deliver enablement initiatives for the Customer Success team
  • 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
  • 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.
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