CX Operations Analyst

As a CX Operations Analyst, you will serve as a trusted business partner to the Customer Success organization and senior leadership. Your role will involve driving scalability and efficiency in key business processes, supporting the operational rhythm of the department, and providing insightful reports on the health of the business. You will work cross-functionally to execute initiatives centered on operational excellence and accelerating customer growth and retention. If you are a proactive, detail-oriented individual who thrives in a fast-paced environment, this role is for you.

Role Responsibilities

Process Optimization and Feedback Management:

• Design and implementation of proactive processes, workflows, and automation improvements to enhance efficiency and productivity within the Customer Success organization.
• Streamline and enhance repeated workflows to ensure data quality and operational consistency from pre-sales through customer adoption, expansion and renewal.
• Keep up-to-date with critical feedback from CSMs and stakeholders, managing request prioritization and identifying improvement areas.

Tooling and Process Enablement:

• Develop training materials and best practices to ensure the Customer Success team is equipped with the knowledge and skills needed to effectively utilize tools and processes.
• Assist in configuration, management, and rollout of tools used by the Customer Success team

Documentation, Reporting, and Data Insights:

• Create, maintain, and update comprehensive documentation related to standard operating procedures, new projects, and initiatives.
• Build and maintain reports and dashboards in Salesforce.com, ClickUp, and other reporting tools such as Tableau to measure performance against goals.
• Generate executive reports and conduct ad hoc analyses on business and Customer Success metrics, focusing on customer satisfaction, adoption, advocacy, and revenue retention.

Cross-Functional Collaboration and Project Management:

• Collaborate cross-functionally with various stakeholders across ClickUp to ensure alignment and achievement of strategic goals.
• Take ownership of specific deliverables within the scope of broader, cross-functional projects.
• Manage smaller initiatives from start to finish, ensuring responsibility for their successful outcomes.

Qualifications

• Minimum 3-5 years of experience in a Customer Success Operations or similar role.
• Strong understanding of SaaS and customer success metrics and KPIs.
• Expertise in data management and reporting solutions (e.g., advanced Excel/Google Sheets, Tableau, PowerBI).
• Experience in rolling out business process improvements and system solutions to drive operational excellence.
• Skilled at collaborating cross-functionally with stakeholders across global regions
• Preferred experience with Customer Success tooling and platforms, spanning across digital, scaled, and dedicated Customer Success (think Gainsight, Churnzero, Iterable, Outreach, Apollo, Pocus, etc).
• High attention to detail and excellent problem-solving skills.
• Ability to manage multiple tasks independently and adapt to new technologies.
• Excellent oral and written communication skills, including presentation skills.
• Strong organizational skills with the ability to assess priorities and re-evaluate as conditions change.
• Proven track record of managing a variety of projects and driving strategic initiatives.
• Experience with project management tools and methodologies is highly desirable.

If you're a proactive, detail-oriented, and results-driven individual with a passion for driving customer success and operational excellence, we encourage you to apply for this dynamic role and join our mission to make the world more productive.

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