Manager, CX Operations

April 24

Electric

WebsiteLinkedInAll Job Openings

IT powers work. Electric powers IT.

IT Services • Artificial Intelligence • Information Technology • Managed IT Services • IT Consulting

201 - 500

💰 $23.4M Series D on 2022-03

Description

• Identify, evaluate and manage implementations for the CX tech stack to support or enhance CS operations • Oversee CS funnel process management: Implementation, Renewal, Retention, Upsell, Proserv, Churn; this includes implementing efficient workflows and procedures to enhance the customer experience while optimizing operational efficiency • Advise on capacity modeling, revenue forecasting, churn analysis, retention strategies and other data projects • Translating business requirements to operational and technical requirements to support CX enablement • Develop and implement a customer experience strategy with the support of CX leadership that is aligned with the company business goals and objectives • Collaborate with cross-functional teams to ensure customer-centric initiatives are integrated into all areas of the organization • Quota planning and management between CX teams and finance to define quarterly/annual targets/quotas • Provide insights on new and current customer assignments using analytics and data for CX team • Build reports and dashboards to track activity and performance metrics and KPIs related to CX teams • Mentor other analysts and team members in the area of CX operations

Requirements

• 3+ years of CS operations, project management, or business analyst experience at a SaaS company • 2+ years working in a post-sale environment • 1+ years experience leading a team of 2+ direct reports • Fluency with NPS, CSAT, and relevant industry metrics • Required knowledge of Salesforce Sales Cloud and Service Cloud • Required experience with Gainsight at the administrator level; Level 1 certification is required but Level 2 is preferred • Experience and proficiency in customer experience software and analytics tools • Self-starter and quick learner with the ability to work independently • Flexible, agile and adaptable; used to wearing multiple hats • Ability to navigate ambiguity, prioritize and manage multiple projects • Experienced working in a fast-paced environment

Benefits

• Flexible and generous PTO • Mental Wellness Days • Volunteer Days • Medical, Vision, Dental, and Orthadontia Coverage • 401k • ESOP (Employee Stock Option Program) • Kindbody Membership for Family Planning • Pre-taxed Commuter Benefits • Generous Parental Leave • Paid medical, family, and military leave • Short and Long Term Disability • Employee Assistance Programs • Life Insurance funded by Electric • Training and career growth • Awesome team building events!