Customer Experience Operations Analyst
Job Description
REQUIREMENTS
- 2-4 years in an analytical role (CS Ops, RevOps, consulting, business analytics, or similar)
- Experience administering or working deeply within platforms like Salesforce, Gainsight, Planhat, or similar
- Comfort learning and building automations (you don’t need to be an expert, but you’ll be doing this daily)
- Strong data analysis and dashboard-building skills
- Ability to build trust and work independently with cross-functional stakeholders
- Direct Planhat experience
- SQL or technical querying skills
- Experience implementing NPS/CSAT survey programs
- Knowledge of CSQL/expansion motions
- Familiarity with Tines product and automation concepts
RESPONSIBILITIES
- Planhat Ownership & Platform Management
- Own administration of Planhat (our customer experience platform), including building automations, creating dashboards, resolving data discrepancies, and ensuring platform health
- Develop self-service reporting capabilities that give CS managers instant access to the metrics they need
- Maintain data quality and integrity across CS systems and integrations
- Frontline Partnership & Process Design
- Serve as the primary ops partner for frontline CS managers, building trust and understanding their day-to-day needs
- Refine critical customer lifecycle processes including sales-to-CS handoff, QBR cadences, and renewal workflows
- Identify process gaps with CS ICs and managers and implement improvements that scale with team growth
- Strategic Initiatives
- Redefine customer health scoring methodology and ensure adoption across the organization
- Design and implement survey programs (NPS/CSAT) that drive actionable insights
- Launch and operationalize a CSQL (Customer Success Qualified Lead) motion to drive expansion opportunities
Are you interested in this position?
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