Customer Experience Operations Manager

Worldwide Salaried Open

Job Description:

Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey
Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
Establishing, maintaining, and enforcing SLAs across Revenue and CX teams

Requirements:

3+ years relevant experience in Customer Experience operations or sales operations
Demonstrated experience rolling out and working with Customer Success Platforms (i.e. Custify, Intercom, Salesforce etc.)
Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
Proficiency in SQL
Salesforce admin-level skills are a bonus

Benefits:

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