Note: The job is a remote job and is open to candidates in USA. Unqork is an AI-First Enterprise Development Platform revolutionizing application development across various industries. The CX Strategy & Operations Senior Analyst will streamline operational workflows, manage technical requests, and ensure the Customer Advocacy Managers are enabled to support accounts effectively.
Responsibilities
- Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently
- Manage and optimize the intake and fulfillment process for customer environment requests
- Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance
- Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems
- Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment on key customer priorities
- Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams
- Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams
- Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents
- Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention
- Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services
Skills
- 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology company
- Hands-on experience administering or utilizing Salesforce (SFDC), Zendesk, and Jira
- Proven track record acting as a liaison between deeply technical teams (like Technical Advisors/Engineers) and customer-facing teams (Customer Advocates/Account Managers)
- Strong proficiency in Excel/Google Sheets for hours reconciliation and basic data tracking
- Experience handling financial data or SOW structures is highly valued
- Comfort managing Root Cause Analysis (RCA) loops and translating incident timelines into clear, digestible public documentation
- You don't just follow a workflow; you naturally look for ways to automate, document, and improve it
- Missing an account assignment or a line item on an SOW bothers you. You prize accuracy
- You can take a list of disparate requests from multiple teams and establish a structured priority list without constant oversight
- You are an avid user of AI tools and are passionate about exploring how AI can automate workflows, enhance creativity, and increase your personal impact
Benefits
- Work from home with a remote-first community
- Unlimited PTO (and the encouragement to use it)
- Student loan payback program
- 100% employer-covered medical, dental, and vision options available to you and your dependents
- Flexible Spending Account (FSA)
- Monthly stipend toward your WFH setup, vacation, development and more
- Employer-sponsored 401(k) with contribution match
- Subsidized ClassPass Membership
- Generous Paid Parental Leave
Company Overview
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