As a CX Operations Analyst, you will serve as a trusted business partner to the Professional Services and Solutions teams as well as senior leadership. Your role will involve driving scalability and efficiency in key business processes, supporting the operating rhythm of the departments, and providing insightful analysis on the health of the business. You will participate in cross-functional initiatives centered on operational excellence and accelerating customer growth and retention. If you are a proactive, data-driven, process-oriented individual who thrives in a fast-paced environment, this role is for you!
Responsibilities:
Process Optimization
- Implement and improve workflows to enhance productivity and consistency throughout customer journey, from pre-sales through service delivery and ongoing account management
- Streamline the services quote review, approval, and Statement of Work processes
- Facilitate the resource assignment, project setup, and initiation workflows for ClickUp internally-delivered and Partner-delivered services engagements
- Ensure timeliness and accuracy of opportunity, project, and account data updates through process simplification, team enablement, system automation, and exception monitoring
- Create, maintain, and update comprehensive documentation related to standard operating procedures and department initiatives
Reporting and Data Insights
- Build and maintain reports and dashboards in Salesforce, ClickUp, spreadsheets, and analytics platforms such as Tableau to measure performance against goals
- Generate reports and conduct ad hoc analyses on financial, operational, and customer metrics such as bookings, pipeline, win rates, services attach rates, resource utilization, margins, user adoption, gross and net retention
- Support department-level weekly forecasting for new business, expansions and renewals as part of company forecast cadence
- Extract business insights from qualitative and quantitative data, identify potential risks and opportunities, and develop recommendations to inform leadership decisions and actions
Cross-Functional Projects
- Represent the Professional Services and Solutions department goals and perspectives when collaborating with various stakeholders across ClickUp (e.g., Sales, Product, Finance, Systems)
- Take ownership of specific milestones and deliverables within the scope of company-wide strategic initiatives
- Manage assigned projects from start to finish, ensuring responsibility for their successful outcomes
Qualifications:
- Minimum 3-5 years of experience in an Operations or similar role working closely with customer-focused teams including Professional Services, Solutions/Sales Engineering, Customer Success
- Strong understanding of SaaS business model and related metrics and KPIs
- Expertise in data management and reporting solutions (e.g., advanced Excel/Google Sheets, Tableau, PowerBI)
- Experience in rolling out business process improvements and system solutions to drive operational excellence
- Skilled at collaborating cross-functionally with stakeholders across global regions and time zones
- Ability to manage multiple tasks independently while adapting to new technologies and processes
- Strong organizational skills with the ability to assess priorities and re-evaluate as conditions change
- Excellent oral and written communication skills, including presentation skills
- Proven track record of managing a variety of projects and driving company initiatives
- Experience with ClickUp or other project management and collaborative work management tools is highly desirable
If you're a proactive, detail-oriented, and results-driven individual with a passion for delivering the best customer experience and creating operational excellence, we encourage you to apply for this dynamic role and join our mission to make the world more productive.
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