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Manager, Cx Operations

4 months ago

New York, United States Electric AI Full time

**Who We are**
- Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and of our mission to simplify IT._
- If you want to bring your skills to a highly collaborative team and are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to small businesses across the U.S., read on._

**Overview**

**What You'll Do**
- Identify, evaluate and manage implementations for the CX tech stack to support or enhance CS operations
- Oversee CS funnel process management: Implementation, Renewal, Retention, Upsell, Proserv, Churn; this includes implementing efficient workflows and procedures to enhance the customer experience while optimizing operational efficiency
- Advise on capacity modeling, revenue forecasting, churn analysis, retention strategies and other data projects
- Translating business requirements to operational and technical requirements to support CX enablement
- Develop and implement a customer experience strategy with the support of CX leadership that is aligned with the company business goals and objectives
- Collaborate with cross-functional teams to ensure customer-centric initiatives are integrated into all areas of the organization
- Quota planning and management between CX teams and finance to define quarterly/annual targets/quotas
- Provide insights on new and current customer assignments using analytics and data for CX team
- Build reports and dashboards to track activity and performance metrics and KPIs related to CX teams
- Mentor other analysts and team members in the area of CX operations

**Who you are**
- 3+ years of CS operations, project management, or business analyst experience at a SaaS company
- 2+ years working in a post-sale environment
- 1+ years experience leading a team of 2+ direct reports
- Fluency with NPS, CSAT, and relevant industry metrics
- Required knowledge of Salesforce Sales Cloud and Service Cloud
- Required experience with Gainsight at the administrator level; Level 1 certification is required but Level 2 is preferred
- Experience and proficiency in customer experience software and analytics tools
- Self-starter and quick learner with the ability to work independently
- Flexible, agile and adaptable; used to wearing multiple hats
- Ability to navigate ambiguity, prioritize and manage multiple projects
- Experienced working in a fast-paced environment

**Read about working at Electric **here** and meet our **leadership team**

**We offer a range of benefits that include**:

- Flexible and generous PTO
- Mental Wellness Days
- Volunteer Days
- Medical, Vision, Dental, and Orthadontia Coverage
- 401k
- ESOP (Employee Stock Option Program)
- Kindbody Membership for Family Planning
- Pre-taxed Commuter Benefits
- Generous Parental Leave
- Paid medical, family, and military leave
- Short and Long Term Disability
- Employee Assistance Programs
- Life Insurance funded by Electric
- Training and career growth
- Awesome team building events

**Where?**

We are headquartered in NYC, with an office in Denton, TX and remote locations across 24 states. Our largest markets outside of the Tri-State area and Dallas-Fort Worth area are San Diego, Denver, Raleigh. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.

See below to see if you are eligible to work within the 24 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Jersey, New York, North Carolina, Oklahoma, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

**Standard Working Hours: local timezone, 9:00AM - 6:00PM**

**We are an equal opportunity employer.**

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.

**Accommodations