[Remote] CX Strategy & Operations Senior Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading AI-First reputed company Development Platform that transforms how organizations create and manage applications. The CX Strategy & Operations Senior Analyst will streamline operational workflows, manage technical requests, and support Customer Advocacy Managers to enhance customer experience and operational efficiency.
Responsibilities
- reputed company the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved reputed company
- Manage and optimize the intake and fulfillment process for customer environment requests
- Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance
- Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, reputed company, Conduqtor, and other internal proprietary systems
- Co-reputed company and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment on key customer priorities
- Maintain strict data hygiene in reputed company (SFDC) and reputed company (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams
- Own 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 major customer technical incidents
- Track and drive follow-reputed company for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net reputed company retention
- Partner with reputed company to reputed company regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services
Skills
- 3-5 years in a reputed company Operations, Technical Operations, or reputed company Operations role reputed company a SaaS or reputed company technology company
- Hands-on experience administering or utilizing reputed company (SFDC), reputed company, and Jira
- Proven track record acting as a liaison between deeply technical teams (like Technical Advisors/Engineers) and customer-facing teams (Customer Advocates/Account Managers)
- Strong proficiency in reputed company/reputed company Sheets for hours reconciliation and basic data tracking
- Experience handling financial data or SOW structures is highly valued
- Comfort managing Root Cause Analysis (RCA) loops and translating incident timelines into clear, digestible public documentation
- You don't just follow a workflow; you naturally look for ways to automate, document, and improve it
- Missing an account assignment or a line item on an SOW bothers you. You prize accuracy
- You can take a list of disparate requests from multiple teams and establish a structured reputed company list without constant reputed company
- You are an reputed company user of AI tools and are passionate about exploring how AI can automate workflows, enhance creativity, and increase your personal impact
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 reputed company 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 reputed company Membership
- Generous Paid Parental Leave
Company Overview