Customer Experience Operations Analyst
New
T
TinesWorkflow automation
United States - East, EST, CSTFull-TimeMiddle
Salary110,000 - 125,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 2-4 years
- Required Skills
- SQLData AnalysisSalesforce
Requirements
- 2-4 years in an analytical role (CS Ops, RevOps, consulting, business analytics, or similar)
- Experience administering or working deeply within platforms like Salesforce, Gainsight, Planhat, or similar
- Comfort learning and building automations
- Strong data analysis and dashboard-building skills
- Ability to build trust and work independently with cross-functional stakeholders
- Direct Planhat experience
- SQL or technical querying skills
- Experience implementing NPS/CSAT survey programs
- Knowledge of CSQL/expansion motions
- Familiarity with Tines product and automation concepts
Responsibilities
- Own administration of Planhat (our customer experience platform), including building automations, creating dashboards, resolving data discrepancies, and ensuring platform health
- Develop self-service reporting capabilities that give CS managers instant access to the metrics they need
- Maintain data quality and integrity across CS systems and integrations
- Serve as the primary ops partner for frontline CS managers
- Refine critical customer lifecycle processes including sales-to-CS handoff, QBR cadences, and renewal workflows
- Identify process gaps with CS ICs and managers and implement improvements
- Redefine customer health scoring methodology
- Design and implement survey programs (NPS/CSAT)
- Launch and operationalize a CSQL (Customer Success Qualified Lead) motion
View Full Description & ApplyYou'll be redirected to the employer's site
