Customer Experience Operations Coordinator

Summary: The Customer Experience Operations Specialist is responsible for a range of tasks related to customer retention, ensuring customers are obtaining value and success with products and services, and extending the customers’ lifetime value. Tasks related to these goals can take the form of: Creating playbooks, assessing risk management, forecasting and customer churn analysis. This individual will be responsible for monitoring key performance indicators related to Customer Experience that provide insights that lead to proactive strategies.

Duties / Responsibilities:

• Ongoing communication, enablement and governance of existing and new processes that impact the CX organization, our customers, and our cross-functional partners (sales, product, marketing)
• Responsible for ensuring data integrity-based objectives and KPIs are performed and tracked appropriately (such as: Opportunities close won, Cancellations requests, Implementation tasks, etc.)
• Maintain the internal Customer Experience knowledge base and Sharepoint; document processes.
• Using available tools to identify, analyze, and interpret patterns and trends in the existing data sets available that could be helpful for the diagnosis and prediction of churn or risks.
• Maintain all of the platforms and tools that are utilized by the CX team are integrated and optimized for the processes, reporting and functionality that make us efficient and effective
• Support CX process improvement (ex: playbooks) collaborating with cross-functional teams to build.
• Support the implementation, roll-out and adoption of N360 Customer Success Platform
• Monitor and triage inbound Cases in the Customer Experience team queue in SFDC.
• Preparing reports for the CX leadership stating trends, patterns, and predictions using relevant data
• Provides CX Training and Onboarding of new team members
• Manage and keep updated all required reports to track, measure and analyze all required key CX performance and metrics.

Required Qualifications:

• Familiar with the concepts of Customer Success.
• Detail oriented with strong organizational and time management skills.
• 1-2 years of working experience in similar role (Customer Success Operations, Sales Operations)
• Experience in working with CRM and data visualization software such as but not limited to Salesforce, PlanHat, PowerBI, Tableua, Asana
• Strong storytelling abilities, verbal, and written communication skills.
• Bachelor’s degree in a related field or equivalent combination of education and experience

Preferred Qualifications:

• Master’s degree in a related field or equivalent combination of education and experience
• Experience in a SaaS environment and Ed Tech is a plus
• 3+ years of progressive experience driving successful solution-oriented customer engagement, managing business challenges and delivering exceptional customer success or related field

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.

Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.