CX Strategy & Operations Senior Analyst

New

Work from home with a remote-first communityFull-TimeSenior

SalaryTier 1: $103,000.00 - $120,000.00; Tier 2: $88,500.00 - $110,600.00

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Job Details

3-5 years of experience in Customer Success Operations, Technical Operations, or Revenue Operations in a SaaS or enterprise technology company.
Hands-on experience administering or utilizing Salesforce (SFDC), Zendesk, and Jira.
Proven track record acting as a liaison between technical teams and customer-facing teams.
Strong proficiency in Excel or Google Sheets for data tracking and financial reconciliation.
Experience handling financial data or SOW structures.
Competence in managing Root Cause Analysis loops and creating documentation.
Ability to automate, document, and improve processes as a process architect.
High attention to detail and ability to maintain accuracy in account assignments and SOWs.
Strong bias for action and ability to prioritize disparate requests without constant oversight.
Experience with or passion for AI tools to automate workflows.

Oversee the general ticket escalation path for the CX team.
Manage and optimize the intake and fulfillment process for customer environment requests.
Translate strategy into operations for Customer Advocacy workgroups.
Administer internal CX requests across tools like Jira, Zendesk, and Conduqtor.
Facilitate the bi-monthly Technical Advisory Services request cycle.
Maintain account assignment data hygiene in Salesforce and Zendesk.
Own the operational workflow for provisioning and managing customer vanity URLs.
Facilitate the refinement and publication of Root Cause Analysis documentation.
Track and drive follow-ups regarding churn indicators and environment gaps.
Perform monthly reconciliations of Statements of Work and logged technical hours.

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