Systems Manager - Customer Experience And Services Operations

Who Are We?

Postman is the world's leading API platform, used by more than 30 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration-enabling users to create better APIs, faster.

The company is headquartered in San Francisco and has an office in Bangalore, where it was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on Twitter via @getpostman.

P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

About The Team:

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, Gainsight/Catalyst, etc) 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 business

• Document and maintain an inventory of workflows, processes and systems functionalities

• Drive the company's GTM systems and automation strategy by partnering with team members to develop and execute

• Own the end-to-end process for all GTM Systems which includes: requirements gathering, solution design, build, test and validation, and deployment

• Own vision of the systems roadmap. Decide which new product features to implement and work with leaders on postman initiatives and tooling deliverables

• Partner with leaders across Customer Success, Analytics, Product Support,

• Customer Enablement and Sales Operations to develop scalable solutions across all GTM systems

• Developing and tracking key KPIs to drive execution and identifying opportunities for operational improvement

You would be a great fit if you:

• Experience: 4+ years in a technology role as either a project manager, administrator, or developer. 2+ years in Customer Success or CS Ops.

• Builder: Track record of building operations functions and teams from the ground up and proven track record of success

• Data-Driven: Leverages data where possible to drive decisions GTM process and productivity

• Serves as GTM SME: Provides a point of view on possible solutions and is able to influence stakeholders on a pragmatic and realistic solution

• Experience with Zendesk and Gainsight or Catalyst (or any other CS Platform). Strong experience administering these tools

• Gainsight Certification: Gainsight Level 3 Admin certification

• Systems: 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

Our Values:

At Postman, we create with the same curiosity that we see in our users. We value transparency & honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

What Else?

This role is based in the greater San Francisco Bay area, and the reasonably estimated salary for this role ranges from $107,100.00 to $144,900.00, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience. In addition to our pay-on-performance philosophy, we offer a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Salaries will vary outside of the listed metropolitan areas & the U.S.

PS: Here's a timeline of Postman's journey in becoming an API Platform.