Senior Associate Customer Experience (CX) Operations

Job Responsibilities

• On a typical day, you will: 
Manage and support our CX Organization  
• Define and refine the internal and external reporting playbook across the customer journey in collaboration with CXM’s, Marketing, Business Intelligence & Energy Engineering & Operations Teams 
• Project manage and support additional analytics needs such as NPS/CSAT programs, customer health score, workstream capacity planning, and CX-managed data quality requirements 
• Customer Journey Mapping - Continuous development of customer engagement processes by determining the timing and content of touchpoints for CXMs along the customer journey to drive optimal adoption, health & high NPS 
• Manage customer feedback gathering, and coordinate feedback gathering through the customer journey and CXM touchpoints 
Develop and Manage People, Processes & Systems
• Ongoing communication, enablement and governance of existing and new processes that impact the CS organization, our customers, and our cross-functional teams 
• Work along and lead a team to ensure workstream deliverables and deadlines are met 
• Onboard and ramp up new hires 
• Build and operationalize the customer journey map within our systems and scale with automation 
• Collateral management for internal and customer-facing materials and programs 
• Ensure tools that are utilized by the CX team are well integrated and optimized for the processes, reporting and functionality that make us efficient and effective

Job Requirements

• Must-Have Skills:
• 6+ years in a customer success operations or similar role in a B2B space 
• Graduate/postgraduate in Business Administration, International Business, or other related collegiate business degrees 
• Competent in Salesforce administration. Experience with CS systems preferred (Gainsight) 
• Hands-on experience in implementing large scale enterprise-wide customer surveys, customer health score & customer insights initiatives in the past 
• Strong oral and written communication skills with the ability to conduct presentations to a large group 
• Ability to manage multiple projects simultaneously with keen attention to detail, familiarity with project management tools such as Asana 
• Experience applying data-driven Customer Experience/Success Strategies 
• Experience with Technology/SaaS-oriented Customer Success/Experience function  
• Experience working with US-based companies and cultures preferably in a US/India Structure 
• Flexible to work in a 3PM – 11PM IST time zone (as needed) to better align with the global team 


Nice to have
• Master of Business Administration or another graduate-level business degree 
• Experience with building energy systems (e.g., HVAC, Lighting, solar, electric vehicle charging, etc) is preferred 
• Experience within startups  
• Energy and Sustainability industry experience preferred 
• Proficient in Tableau 
 
Behavioural Attribute
• Outstanding problem-solving, strategic, and analytical skills combined with excellent eye for process improvement towards clear business outcomes 
• Go-Getter and proactive attitude. Self-starter that heeds advice but thrives in an autonomous environment   
• Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels 
• Highly motivated, team oriented, detailed, organized with exceptional follow through 
• Excels in a fast-paced environment 
• Comfortable with flexible working hours