Senior CX Strategy & Operations Analyst

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

📋 Description

• Supervise the overall ticket escalation process for the CX team, ensuring that critical customer issues are efficiently routed, prioritized, and resolved.

• Manage and enhance the intake and fulfillment procedures for customer environment requests.

• Translate abstract strategies into daily operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance.

• Serve as the primary administrator for internal CX requests across technical tools such as Jira, Zendesk, Conduqtor, and other proprietary systems.

• Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment with key customer priorities.

• Maintain high data integrity in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams.

• Oversee the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams.

• Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following significant customer technical incidents.

• Monitor and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to safeguard net revenue retention.

• Collaborate with Accounting to conduct regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.

⛳️ Requirements

• 3-5 years of experience in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology environment.

• Practical experience administering or utilizing Salesforce (SFDC), Zendesk, and Jira.

• Proven ability to act as a liaison between highly technical teams (such as Technical Advisors/Engineers) and customer-facing teams (like Customer Advocates/Account Managers).

• Strong skills in Excel/Google Sheets for hours reconciliation and basic data tracking. Experience with financial data or SOW structures is highly regarded.

• Comfortable managing Root Cause Analysis (RCA) processes and translating incident timelines into clear, digestible public documentation.

🏝️ Benefits

• 💻 Work from home with a remote-first community

• 🏝 Unlimited PTO (and the encouragement to use it)

• 📝 Student loan payback program

• 🏥 100% employer-covered medical, dental, and vision options available to you and your dependents

• 💸 Flexible Spending Account (FSA)

• 🏠 Monthly stipend toward your WFH setup, vacation, development, and more

• 💰 Employer-sponsored 401(k) with contribution match

• 🏋🏻‍♀️ Subsidized ClassPass Membership

• 🍼 Generous Paid Parental Leave