CX Strategy & Operations Senior Analyst
New
U
UnqorkSaaS, Enterprise Technology
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
- Experience
- 3-5 years
- Required Skills
- SalesforceJiraMicrosoft ExcelGoogle SheetsZendesk
Requirements
- 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role.
- Previous 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.
- Strong proficiency in Excel or Google Sheets for hours reconciliation and data tracking.
- Experience handling financial data or SOW structures.
- Proven track record acting as a liaison between technical teams and customer-facing teams.
- Ability to translate incident timelines into clear, digestible public documentation.
- Natural inclination to automate, document, and improve processes.
- Passion for exploring how AI tools can automate workflows and increase impact.
Responsibilities
- Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed and resolved efficiently.
- Manage and optimize the intake and fulfillment process for customer environment requests.
- Translate abstract strategy into day-to-day operations for Customer Advocacy workgroups by establishing clear metrics, tracking, and governance.
- Administer internal CX requests spanning technical toolings such as Jira, Zendesk, and Conduqtor.
- Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle to ensure resource alignment.
- Maintain data hygiene in Salesforce and Zendesk by managing account assignment matrices.
- Own the operational workflow for provisioning and managing customer/internal Vanity URLs.
- Facilitate the review, refinement, and official publication of Root Cause Analysis documentation.
- Track and drive follow-ups regarding monthly churn indicators and environment catchup gaps.
- Perform monthly reconciliations of Statements of Work and logged technical hours to ensure billing accuracy.
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