CX Operations Analyst

The CX Operation Analyst helps develop implement and manage tools and processes to better

understand customers and business needs. Reporting to the Director of Operations the Analyst will

manage cross-functional projects that aligns and optimize all areas of the customer journey. They will

also build reporting to allow our teams to focus on taking action through insights.

Essential Duties and Responsibilities

• Strong Oral and Written Communication: Prepares status reports on clients in order to provide an up to date picture of team progress. Delivers clear and concise messages. Listens effectively and respects the contributions of others.

• Mentorship: Provide leadership and guidance to new team members

• Problem Solving: Recognizes obstacles and uses resources to identify solutions.

• Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance.

• Collaboration: Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services.

• Actively partners with other Cision departments such as Sales to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends.

• Adaptability: Rapidly adapts to new information changing conditions or unexpected obstacles.

• Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments.

• Key Performance Indicators: measurable outcomes tied to specific role responsibilities (I.e.

• Resolution Time Operating Ratio Tools Adoption etc.).

Qualifications

• Project Management: Ability to collaborate with key stakeholders and deliver projects within the determined time.

• Data Analysis: Collecting data from various internal and external sources to prepare analytical reports that support CX decision making.

• Efficiency Analysis and Process documentation: Documentation of existing or described process.

• Reporting: Developing reporting structures and statistical methods for trend analysis.

• Technology Prerequisites: experience using CRMs customer success platforms meeting recording and scheduling applications data analysis and presentation-building tools.

• Education: High School Diploma or GED equivalent.

• Preferred Qualifications

• Technology: Salesforce Jiminny Calendly 0365 Suite ChurnZero and/or Gainsight Zendesk JIRA Service Now Pendo.

• Work Experience: SaaS Data Analytics