CX Strategy & Operations Senior Analyst

About the role

The company's AI-First Enterprise Development Platform is revolutionizing the way organizations build, maintain, and secure applications across their entire lifecycle. The organization provides industry-tailored solutions for customers in financial services, insurance, government, and healthcare. The platform empowers enterprises to bring solutions to market faster, focus on AI-powered growth instead of maintenance, and leverage security and governance trusted by some of the largest companies in the world’s most regulated industries.

Responsibilities

• CX Operational Excellence & Ticketing
• Escalation Management: Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently.
• Environment Request Workflows: Manage and optimize the intake and fulfillment process for customer environment requests.
• CA Workgroup Operationalization: Translate abstract strategy into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance.
• TA Operations Management: Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems.
• Bi-Monthly TAS Request Process: Co-lead 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.
• Account & Platform Administration
• Account Assignment Governance: Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams.
• Brand & Access Management: Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams.
• Post-Incident & Retention Support
• Root Cause Analysis (RCA): Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents.
• CAM Accountability & Follow-up: Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention.
• Financial & Contract Operations
• SOW & Hours Reconciliation: Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.

Requirements

• 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology company.
• Hands-on experience administering or utilizing Salesforce (SFDC), Zendesk, 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 Excel/Google 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.

Qualifications

• An AI-forward mindset: You are an avid user of AI tools and are passionate about exploring how AI can automate workflows, enhance creativity, and increase your personal impact.

Skills

• Process Architect: You don't just follow a workflow; you naturally look for ways to automate, document, and improve it.
• Meticulous Attentional to Detail: Missing an account assignment or a line item on an SOW bothers you. You prize accuracy.
• Bias for Action: You can take a list of disparate requests from multiple teams and establish a structured priority list without constant oversight.

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 vision 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 ClassPass Membership
• Generous Paid Parental Leave

Pay

• Hiring Ranges:
• Tier 1: $103,000.00 - $120,000.00
• Tier 2: $88,500.00 - $110,600.00

Schedule

• The company is remote-first.