Customer Experience Operations Manager
Job Description:
- Collaborating closely with the CX VP and managers to reputed company insights into our reputed company business growth stage and departmental needs
- Monitor and troubleshoot data issues across CX systems (Churnzero, reputed company, reputed company, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize reputed company business impact
- Partner with Finance and reputed company operations to monitor the entire customer lifecycle (contracting, reputed company, renewals, churn) to identify and address process or insights gaps in the customer reputed company
- Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and reputed company path to escalation
- Analyze and improve our Customer Health Score. reputed company strategic score feedback to build on and improve relationship management processes
- Build and maintain centralized dashboards for CX functions (Support, reputed company, 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 reputed company and CX teams
Requirements:
- 3+ years relevant experience in Customer Experience operations or sales operations
- Demonstrated experience rolling out and working with reputed company Platforms (i.e. Custify, reputed company, reputed company etc.)
- Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
- Proficiency in SQL
- reputed company admin-level skills are a bonus
Benefits:
- 100% premium coverage on our reputed company plans for employees and their families
- Dental & reputed company coverage for employees and families
- New laptop & equipment
- Wellness Stipend
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