Customer Experience Operations Manager

We are seeking a Customer Experience (CX) Operations professional to support the CX organization and our customers through the development and optimization of processes that protect revenue and scale operations. You will be an integral member of the CX organization, supporting the team in setting and measuring objectives, enhancing processes, and addressing systems and tooling issues.

The CX Operations team is a new function, but is essential to our long-term success. This CX Operations individual will help us reach more customers, more deeply understand the value we’re delivering to our customers and how to improve upon it, and enhance the CX team’s day-to-day work.

This role is based in our San Francisco office with an office-centric hybrid schedule. Along with most Asanas, you’ll work from this office in person on Mondays, Tuesdays, and Thursdays. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements.

What You'll Achieve

• Partner with ET and Data Insights teams to reimagine Asana’s Customer Health Score, leveraging this score to improve and codify the CX team’s motions
• Partner with CX Leadership to understand the business processes, pain points, and goals of the holistic organization and each sub-department to then work with cross-functional, global partners (Enterprise Technology, Data Insights, Marketing, Sales, Channel, Legal, and IT) on driving initiatives and delivering solutions
• Act as the “Voice of CX” to ET, raising key needs during planning, creating business requirements, performing UAT, and co-creating the enablement plan with the CX Enablement team. Triage bugs and escalations to ensure a timely resolution, aggregating a list of “quick wins” for Enterprise Technology (ET) and other teams to consider
• Collaborate with ET to optimize Salesforce architectural improvements to better support CX activities like customer management, renewals, and customer health
• Carve Customer Success Manager (CSM) books with a focus on maintaining a consistent customer experience and equally distributed books of business across the CSMs. Own the cutover process for CSMs each quarter, ensuring a seamless start and end of each quarter for the team and customers
• Implement and maintain systems, tools, and processes that drive improvements in the CX team’s day-to-day while enhancing the customer experience and driving retention
• Develop reporting and dashboards to monitor performance against CX department’s KPIs and implement an optimal cadence for monitoring and sharing out performance updates

About You

• 4-8 years of experience in Customer Success and/or Channel Operations and systems administration. Relevant experience in Customer Experience Operations, Finance, Consulting, or similar
• Familiar with Outreach.io, Calendly and other CX tools
• Able to translate business problems into technical requirements for technical audiences and business impact conversations for non-technical audiences
• Able to identify gaps or areas of improvement in our overall processes and policies
• Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
• Familiar with deploying Account Management tools like Gainsight
• SFDC Admin Certified
• Experience building Salesforce-integrated technology solutions, reports, and dashboards and adjusting permissions, validation rules, and workflow rules

What We’ll Offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $ 146,000 - $232,000 . The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefit packages that support our employees worldwide and include:

• Career coaching & support
• Long-term savings or retirement plans
• Inclusive family building benefits
• In-office culinary options to cater to your dietary preferences
• Mental health, wellness & fitness benefits

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

About Us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture . With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.