Analyst, Customer Experience Operations

Reveal-Brainspace

  • Full Time

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Job Description  

Position: Analyst, Customer Experience Operations  

Reports To: Director of Customer Experience Operations  

Location: Hyderabad, India  

Job Overview  

The Customer Experience Analyst is responsible for helping to drive process effectiveness and productivity for the Customer Experience team. This role will support the various teams within the Customer Experience Department, including:  Customer Success Management, Customer Support, Customer Solutions, and Product Education.  This support will include, but not limited to:  data analysis, presentation creation, and ad hoc analyses. The successful candidate will have an entrepreneurial and self-starter mentality with a data-driven approach to analyzing business challenges and results.  

Responsibilities & Duties  

  • Create sales presentations, proposals, and business cases for the Customer Experience team.
  • Analyze reporting data to track sales performance and productivity.
  • Draft subscription renewal contracts and statements of work for the Customer Experience team.
  • Assist the Director of Customer Experience and other departmental leads with various initiatives to drive new business, renew and grow the current customer base.
  • Perform weekly audits of renewal opportunities in the CRM to ensure full compliance with expectations and to provide accurate renewals forecasting.
  • Coordinate renewals forecasting to ensure high levels of quality, accuracy, and consistency.
  • Build business cases to evaluate new business and customer retention models.
  • Assess customer trends, feedback, and market movement; consolidate into recommendations for the Executive Team.
  • Develop presentations for various customer-experience scenarios such as Executive Business Reviews (EBRs).
  • Assist the Director of Customer Experience Operations growth and risk initiatives.

Characteristics  

  • Excellent analytical and organizational skills.
  • Exceptional attention to detail.
  • Excellent written and oral communication skills, including presentations.
  • Excellent proficiency with Microsoft Office Suite (Excel, PowerPoint, and Word)
  • Demonstrates the ability to identify and solve problems quickly, decisively, and independently.
  • Ability to multi-task and prioritize workload in a fast-paced environment.
  • Professional mannerisms and appearance.

Education & Experience  

  • Bachelor’s degree with a focus in business.
  • 13 years of experience in sales operations or similar analytical-based role supporting top-line growth.

   

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.   

Hiring Policy  

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reveal considers candidates with existing visas, but does not sponsor new visa applications.  

   

   

  

  

Job Overview
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