CX Operations Manager

April 13

Monograph

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The easy-to-use project management platform build exclusively for architecture and engineering firms.

Time Tracking • Real Time Budgets • Project Scheduling • Resource Planning • Forecasting

51 - 200

Description

• As our Customer Experience (CX) Operations Manager, you will drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution. • You'll be our first hire in this role and will report to our Chief of Staff. We are a fully remote distributed team and this position will work EST to align with CX leadership. • Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs • Taking ownership and responsibility for ongoing implementation of systems, tools and processes that drive meaningful results in improving customer experience and revenue growth, at scale • 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 • Managing reporting and dashboards to track departmental KPIs and establishing a regular review cadence with CX leadership • Establishing, maintaining, and enforcing SLAs across Revenue and CX teams

Requirements

• [Required] 3+ years relevant experience in Customer Experience operations or sales operations • [Required] Demonstrated experience rolling out and working with Customer Success Platforms (i.e. Totango, Gainsight, Churnzero, Custify, etc.) • [Required] Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization • [Required] Proficiency in SQL • Salesforce admin-level skills are a bonus • Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions • Clear communication with excellent written, verbal, and listening skills • Strong leadership and interpersonal skills with an ability to drive cross-functional teams • Strong project management skills focused on driving change in a complex environment • Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines • Ability to effectively document processes utilized by CX for new and existing team members

Benefits

• Innovative engineering and product culture • Early-stage well-funded company • Inclusion and diversity as a company priority • 100% premium coverage on our healthcare plans for employees and their families • Dental & vision coverage for employees and families • New laptop & equipment • Wellness Stipend