SMB Customer Operations & Intelligence Strategist

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

📋 Description

• Lead the editorial strategy, narrative direction, and comprehensive production of recurring customer intelligence reports.

• Transform qualitative customer feedback into succinct, actionable insights and recommendations.

• Create targeted intelligence reports and assist with ongoing customer sentiment reporting.

• Assess and enhance intelligence outputs based on engagement metrics, connections, and business decisions.

• Align customer findings with research, product roadmaps, marketing priorities, and go-to-market strategies.

• Convey findings and recommendations to cross-functional teams and leadership audiences.

• Craft engaging customer narratives and produce/edit video content utilizing Descript or similar platforms.

• Establish and maintain written, video, and audio libraries of customer stories.

• Facilitate live customer listening sessions, managing recordings, timing, flow, host coordination, invitations, calendars, communications, and tracking.

• Enhance listening session formats, customer recruitment strategies, and question design.

• Oversee and prioritize incoming customer activation and intelligence requests.

• Coordinate scope, timelines, deliverables, expectations, and execution with cross-functional and program partners.

• Refine intake and triage procedures.

• Cultivate stakeholder relationships across Product, Product Marketing, Sales Enablement, Business Marketing, and related teams.

• Establish customer intelligence standards and best practices.

• Maintain customer proof points, narratives, intelligence repositories, product and guidance mapping, signup, and data workflows.

• Monitor insights through actions, decisions, and outcomes.

• Identify enhancements to operational systems and reporting processes.

⛳️ Requirements

• Excellent editorial, writing, and narrative skills.

• Ability to distill qualitative information into clear, actionable intelligence.

• Experience in translating customer research, feedback, or community insights into stakeholder recommendations.

• Proficient in video editing and storytelling using Descript or similar production tools.

• Strong skills in operational processes and improvement.

• Proven experience in managing cross-functional stakeholder relationships.

• Comfortable presenting insights and recommendations to leadership audiences.

• Experience handling multiple concurrent projects, requests, and deadlines in a fast-paced environment.

• Strong judgment and effective prioritization abilities in high-volume settings.

• Comfortable navigating ambiguity and making decisions without complete information.

• Experience integrating AI tools into research, content, operational, or productivity workflows.

• Proficiency in English is required.

• Must be able to address current or future US work sponsorship requirements.

🏝️ Benefits

• Dental insurance.

• Health insurance.

• Health savings account.

• Life insurance.

• Paid time off.

• Retirement plan.

• Vision insurance.

• 8-hour shift.

• Monday to Friday.