CX Operations Analyst

Do you thrive in a fast-paced environment and enjoy working in a small team committed to operational excellence? Are you a data whiz with a sharp eye for detail and a knack for problem-solving? If so, then this Operations Analyst role might be perfect for you!

Your responsibilities:

• You manage the day-to-day operations of the CX Certinia platform, ensuring a smooth business rhythm.
• You develope, implement, and support proactive processes, reports, and documentation to optimize the CX Operations function.
• You become the go-to person for Certinia operational management and process excellence, taking full ownership of this area.
• You leverage our CX business systems (Salesforce, Certinia) to create and maintain insightful dashboards and reports for CX leadership, team managers, and team members.
• You support project/order creation in Certinia and review for accuracy, ensuring adherence to terms and all internal and Customer requirements.
• You represent the CX Services in business in quarterly/annual review meetings, effectively communicating the status of active and pending operational items.
• You act as a liaison between SER business leaders in IT and Finance to find and resolve issues related to project setup, time entry, billing/invoicing, etc.
• You manage CX revenue through monthly invoicing
• You manage and improve CX employee onboarding/offboarding processes, materials, and tools, while maintaining accurate CX resource profiles.
• You collaborate with the Sales Operations team to leverage best practices.
• You maintain and contribute content to the CX Operations knowledgebase (Confluence).
• You support the creation and delivery of enablement materials for specific events and ongoing improvements

What you bring to the table:

• You have excellent analytical skills with a keen eye for detail and elevated levels of accuracy.
• You have proven ability to reconcile projects issues across teams, from conception to completion.
• You have strong interpersonal communication skills with a professional presence.
• You have positive and relationship-oriented approach to communication with colleagues at all levels.
• You have ability to effectively support multiple departments and business leaders within CX.
• You are proficient in modern office technologies, particularly Microsoft tools, with the aptitude to learn new ones quickly.
• You have a resourceful and adaptable mindset to handle challenges, change, and rapid growth.
• You have operational acumen and strong understanding of professional services environment.
• You have min. 5 years' experience working in an Operational Role for a technology company.
• You have min. 2 years' experience working with Salesforce.com, Certinia, Confluent, PSA tool and Microsoft Suite platforms.
• You have experience with process improvement and process definition/documentation.
• You have familiarity with the business of professional services in a SaaS company, in particular: project management, resource management, contracting, quoting, and associated commercial/legal documents.