Postman, Inc.
Systems Manager - Customer Experience and Services Operations San Francisco, USA
Postman, Inc., San Francisco, California, United States, 94199
Systems Manager - Customer Experience and Services Operations - San Francisco
The System’s Manager role utilizes a variety of enterprise tools and solutions to solve many of Postman’s Customer Experience and Services most important operational issues. This role is responsible for many of Postman’s most business-critical applications and tooling, such as Zendesk and Gainsight/Catalyst. As a Systems Manager, you will closely collaborate with cross-functional stakeholders to plan and manage our operations tooling product roadmap and build best-in-class solutions that support our GTM business strategies. You will be responsible for tackling business-critical problems that can be solved by our enterprise technology stack and identifying new technology required to solve issues efficiently. You will enable the Customer Experience and Services team to scale to meet the needs of an evolving business.What you’ll be doing:
Initiating, managing, and successfully executing new, cross-functional technology-transformation initiatives that increase alignment and create synergies across the businessDocument and maintain an inventory of workflows, processes and systems functionalitiesDrive the company’s GTM systems and automation strategy by partnering with team members to develop and executeOwn the end-to-end process for all GTM Systems which includes: requirements gathering, solution design, build, test and validation, and deploymentOwn vision of the systems roadmap. Decide which new product features to implement and work with leaders on postman initiatives and tooling deliverablesPartner with leaders across Customer Success, Analytics, Product Support, Customer Enablement and Sales Operations to develop scalable solutions across all GTM systemsDeveloping and tracking key KPIs to drive execution and identifying opportunities for operational improvementYou would be a great fit if you:
Experience:
8+ years in a technology role as either a project manager, administrator, or developerBuilder : Track record of building operations functions and teams from the ground up and proven track record of successData-Driven:
Leverages data where possible to drive decisions GTM process and productivityServes as GTM SME: Provides a point of view on possible solutions and is able to influence stakeholders on a pragmatic and realistic solutionExperience with Zendesk and Gainsight or Catalyst (or any other CS Platform).
Strong experience administering these toolsSystems : Comfort managing team to define, integrate and operate dedicated Customer Success system of record and Support operations (ideally, Zendesk)Holistic thinker, anticipates second-order impacts.
Based on a strong understanding of the end-to-end customer journey, able to identify positive and negative downstream impact of goals and incentives. Reduces the negative impacts by building appropriate controls and visibility into process
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The System’s Manager role utilizes a variety of enterprise tools and solutions to solve many of Postman’s Customer Experience and Services most important operational issues. This role is responsible for many of Postman’s most business-critical applications and tooling, such as Zendesk and Gainsight/Catalyst. As a Systems Manager, you will closely collaborate with cross-functional stakeholders to plan and manage our operations tooling product roadmap and build best-in-class solutions that support our GTM business strategies. You will be responsible for tackling business-critical problems that can be solved by our enterprise technology stack and identifying new technology required to solve issues efficiently. You will enable the Customer Experience and Services team to scale to meet the needs of an evolving business.What you’ll be doing:
Initiating, managing, and successfully executing new, cross-functional technology-transformation initiatives that increase alignment and create synergies across the businessDocument and maintain an inventory of workflows, processes and systems functionalitiesDrive the company’s GTM systems and automation strategy by partnering with team members to develop and executeOwn the end-to-end process for all GTM Systems which includes: requirements gathering, solution design, build, test and validation, and deploymentOwn vision of the systems roadmap. Decide which new product features to implement and work with leaders on postman initiatives and tooling deliverablesPartner with leaders across Customer Success, Analytics, Product Support, Customer Enablement and Sales Operations to develop scalable solutions across all GTM systemsDeveloping and tracking key KPIs to drive execution and identifying opportunities for operational improvementYou would be a great fit if you:
Experience:
8+ years in a technology role as either a project manager, administrator, or developerBuilder : Track record of building operations functions and teams from the ground up and proven track record of successData-Driven:
Leverages data where possible to drive decisions GTM process and productivityServes as GTM SME: Provides a point of view on possible solutions and is able to influence stakeholders on a pragmatic and realistic solutionExperience with Zendesk and Gainsight or Catalyst (or any other CS Platform).
Strong experience administering these toolsSystems : Comfort managing team to define, integrate and operate dedicated Customer Success system of record and Support operations (ideally, Zendesk)Holistic thinker, anticipates second-order impacts.
Based on a strong understanding of the end-to-end customer journey, able to identify positive and negative downstream impact of goals and incentives. Reduces the negative impacts by building appropriate controls and visibility into process
#J-18808-Ljbffr