CX Strategy & Operations Senior Analyst
Core
Operational engine bridging Technical Advisory and Customer Advocacy teams to streamline workflows, manage escalations, and ensure billing accuracy.
Role type
Senior Customer Experience Strategy & Operations Analyst
Builds
Operational workflows, governance frameworks, and financial reconciliation processes for enterprise SaaS customers
Domain
SaaS / Enterprise Technology / Customer Experience
Deliverable
dashboards & analysis
Required skills
Salesforce administration, Zendesk management, Jira workflow optimization, Root Cause Analysis facilitation, SOW reconciliation, cross-functional liaison, data tracking in Excel/Sheets
Preferred skills
AI tool adoption, process automation, financial data handling
Technologies
Salesforce, Zendesk, Jira, Conduqtor, Excel, Google Sheets
Responsibilities
Oversee ticket escalation paths and prioritize critical customer issues; Manage intake and fulfillment for customer environment requests; Translate strategy into day-to-day operations for Customer Advocacy workgroups; Administer internal CX requests across technical toolings; Maintain account assignment matrices and brand access workflows; Facilitate Root Cause Analysis documentation for major incidents; Reconcile Statements of Work and logged technical hours with Accounting
Seniority
Senior, hands-on IC
