Customer Experience Operations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the administration of Planhat (our customer experience platform), which includes creating automations, developing dashboards, addressing data inconsistencies, and ensuring the platform's functionality.

• Create self-service reporting tools that provide Customer Success (CS) managers with immediate access to essential metrics.

• Uphold data quality and integrity across CS systems and their integrations.

• Act as the main operations partner for frontline CS managers, fostering trust and comprehending their daily requirements.

• Enhance vital customer lifecycle processes such as sales-to-CS handoff, quarterly business review (QBR) schedules, and renewal workflows.

• Recognize process deficiencies with CS individual contributors and managers, and implement scalable improvements as the team grows.

• Revamp the customer health scoring framework and ensure its adoption throughout the organization.

• Create and execute survey initiatives (NPS/CSAT) that yield actionable insights.

• Initiate and operationalize a CSQL (Customer Success Qualified Lead) process to encourage expansion opportunities.

⛳️ Requirements

• 2-4 years of experience in an analytical role (Customer Success Operations, Revenue Operations, consulting, business analytics, or a related field).

• Proficient in managing or extensively utilizing platforms such as Salesforce, Gainsight, Planhat, or similar systems.

• Willingness to learn and create automations (expertise is not required, but daily engagement with this task is expected).

• Strong skills in data analysis and dashboard creation.

• Capability to build trust and work autonomously with cross-functional team members.

• Direct experience with Planhat.

• Proficiency in SQL or technical querying.

• Background in implementing NPS/CSAT survey programs.

• Understanding of CSQL and expansion processes.

• Familiarity with Tines products and automation concepts.

🏝️ Benefits

• Equity