CX Strategy & Operations Senior Analyst

The Impact U will make:

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: Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance.

Technical Advisory (TA) & Customer Advocacy (CA) Bridge

• 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