Customer Experience Operations Manager

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:

• 100% premium coverage on our healthcare plans for employees and their families
• Dental & vision coverage for employees and families
• New laptop & equipment
• Wellness Stipend

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