Customer Experience Operations Analyst

🕒 May 21

🇺🇸 United States – Remote

💵 $110k - $125k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Tines

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

SaaS • Cybersecurity • Enterprise

Tines is a leading automation platform that empowers security teams and IT professionals to create, run, and monitor workflows in real-time. With a focus on AI-powered automation, Tines connects with a wide range of products and APIs to streamline processes and enhance productivity across various teams, including security, IT, infrastructure, and engineering. It provides tools for building apps and self-service portals, enabling organizations to integrate systems, manage risk, automate incident responses, and drive operational efficiencies. Built for enterprise-grade transparency and compliance, Tines fuels smarter, more secure work environments with ease of use and rapid deployment.

📋 Description

• Own administration of Planhat (our customer experience platform), including building automations, creating dashboards, resolving data discrepancies, and ensuring platform health • Develop self-service reporting capabilities that give CS managers instant access to the metrics they need • Maintain data quality and integrity across CS systems and integrations • Serve as the primary ops partner for frontline CS managers, building trust and understanding their day-to-day needs • Refine critical customer lifecycle processes including sales-to-CS handoff, QBR cadences, and renewal workflows • Identify process gaps with CS ICs and managers and implement improvements that scale with team growth • Redefine customer health scoring methodology and ensure adoption across the organization • Design and implement survey programs (NPS/CSAT) that drive actionable insights • Launch and operationalize a CSQL (Customer Success Qualified Lead) motion to drive expansion opportunities

🎯 Requirements

• 2-4 years in an analytical role (CS Ops, RevOps, consulting, business analytics, or similar) • Experience administering or working deeply within platforms like Salesforce, Gainsight, Planhat, or similar • Comfort learning and building automations (you don't need to be an expert, but you'll be doing this daily) • Strong data analysis and dashboard-building skills • Ability to build trust and work independently with cross-functional stakeholders • Direct Planhat experience • SQL or technical querying skills • Experience implementing NPS/CSAT survey programs • Knowledge of CSQL/expansion motions • Familiarity with Tines product and automation concepts

🏖️ Benefits

• Equity