CX Strategy & Operations Manager - Remote

Overview

We’re seeking a CX Strategy & Operations Manager with experience in Professional Services or Customer Success operations, ideally within enterprise software. You’ll help scale and optimize our Professional Services, Customer Success, Support, and Education functions, supporting both strategic and tactical initiatives.

In Short

• Be the expert on all CX KPIs and their implications.
• Create, maintain, and present reports and dashboards.
• Build reports for key CX Cadences and processes.
• Analyse and forecast Professional Services KPIs.
• Manage CX team inquiries regarding data and analytics.
• Improve customer data points and ensure data integrity.
• Maintain the CX data dictionary and reporting suite.
• Own user adoption and documentation of CX analytics.
• Work with Google Sheets, Google Slides, SQL, and Tableau.
• Perform additional tasks as required by the manager.

Requirements

• Reliability and attention to detail.
• A passion for data presentation and analysis.
• Proven track record in using analytics for business strategy.
• Excellent communication skills.
• Ability to adapt to changing environments.
• Expertise in Google Sheets and Google Slides.
• Basic knowledge of Salesforce reporting.
• Knowledge of SQL for data analysis.
• Over 5 years of relevant experience.

Benefits

• Opportunity to work in a fast-paced, collaborative environment.
• Broad exposure across the CX team.
• Ability to make a measurable impact on customer success.