Customer Experience Operations Analyst

Electric is the industry leader in providing world-class IT technology and real-time support for small and mid-sized businesses. With over 1,000 customers and more than 45,000 employee end-users, Electric’s IT platform includes: real-time support powered by 200+ IT technicians, security, device & inventory management, network & server management, application & cloud management, employee on-boarding and off-boarding, procurement & provisioning, and data monitoring & insights. Electric is a Series D company funded by an all-star team of investors including: Bessemer Venture Partners, GGV Capital, 01 Advisors, Primary Venture Partners, Bowery Capital, Slack, Atreides Management, Vintage Investment Partners, and Greenspring Associates.

Electric has over  400 employees and is led by a seasoned executive team. Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a growth stage technology company.

The Role

We are seeking a CX Operations Analyst who will be a trusted advisor to the Revenue Operations team. You will make data accessible to your stakeholders, proactively share the data and analytics they need to understand problems and make better data driven decisions, and advise on best practices regarding data.

Responsibilities

• Gather qualitative data across our customer facing teams via listening tours, surveys, focus groups, and other research methods to understand/locate operational inefficiencies
• Creation of workflow documentation
• Review quantitative and qualitative data to provide holistic analyses
• Help to improve quantitative data by continuously improving data categorization, ensuring data is being logged properly across teams, and ensuring 
• Proactively and continuously surface key findings to internal stakeholders
• Support defining new process improvements where necessary and monitoring success of these improvements

Qualifications

• Advanced understanding of business functions, workflows, and processes
• Knowledge of workflow and process control software
• Good interpersonal and interviewing skills.
• Experience in Salesforce
• Problem analysis and problem resolution skills 
• Exceptional written and verbal communication skills
• Excellent organizational skills
• Great attitude with an emphasis on teamwork and problem-solving

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people with marginalized identities are less likely to apply to jobs where they don’t meet every single qualification. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles! 

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.