Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently.
Manage and optimize the intake and fulfillment process for customer environment requests.
Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance.
Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems.
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.
Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams.
Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams.
Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents.
Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention.
Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.

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.

💻 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

Senior CX Strategy & Operations Analyst

Key skills