CX Strategy & Operations Senior Analyst
New
U
UnqorkEnterprise Software
United States (Remote)Full-TimeSenior
SalaryTier 1: $103,000.00 - $120,000.00; Tier 2: $88,500.00 - $110,600.00
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Job Details
- Experience
- 3-5 years
- Required Skills
- SalesforceJiraMicrosoft ExcelGoogle SheetsZendesk
Requirements
- 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role.
- Experience within a SaaS or enterprise technology company.
- Hands-on experience administering or utilizing Salesforce (SFDC).
- Hands-on experience administering or utilizing Zendesk.
- Hands-on experience administering or utilizing Jira.
- Proven track record acting as a liaison between technical teams and customer-facing teams.
- Strong proficiency in Excel and Google Sheets.
- Experience handling financial data or SOW structures.
- Comfort managing Root Cause Analysis loops and translating technical timelines into documentation.
- Strong process-oriented mindset with a focus on automation and documentation.
- High attention to detail and ability to maintain data accuracy.
- Demonstrated ability to establish priority lists without constant oversight.
Responsibilities
- Oversee the general ticket escalation path to ensure efficient routing, prioritization, and resolution.
- Manage and optimize the intake and fulfillment process for customer environment requests.
- Operationalize Customer Advocacy workgroups by establishing metrics, tracking, and governance.
- Act as primary administrator for internal CX requests in tools like Jira, Zendesk, and Conduqtor.
- Facilitate the bi-monthly Technical Advisory Services request cycle.
- Maintain account assignment data hygiene in Salesforce and Zendesk.
- Manage operational workflows for customer and internal vanity URL provisioning.
- Facilitate review and publication of Root Cause Analysis documentation.
- Track and drive follow-ups for monthly churn indicators and environment gaps.
- Partner with Accounting to perform monthly SOW and logged technical hours reconciliation.
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