Customer Experience Operations Analyst

1 week, 5 days ago
Full-time
Mid Level
Data Science and Analytics
Tines

Tines

Tines is a smart, secure workflow builder that empowers technical teams to automate processes without code, making security teams more effective and efficient.

Construction & Engineering
51-250
Founded 2018
$96M raised

Description

  • Own administration of Planhat, including automations, dashboards, data discrepancy resolution, and platform health.
  • Develop self-service reporting that gives CS managers immediate access to key metrics.
  • Maintain data quality and integrity across customer success systems and integrations.
  • Serve as the primary operations partner for frontline CS managers and support their day-to-day needs.
  • Refine customer lifecycle processes such as sales-to-CS handoff, QBR cadences, and renewal workflows.
  • Identify process gaps with CS individual contributors and managers and implement scalable improvements.
  • Redefine customer health scoring methodology and drive adoption across the organization.
  • Design and implement NPS/CSAT survey programs that generate actionable insights.
  • Launch and operationalize a CSQL motion to support expansion opportunities.
  • Work closely with CX leadership on strategic initiatives that improve team efficiency and decision-making.

Requirements

  • 2-4 years of experience in an analytical role such as CS Ops, RevOps, consulting, or business analytics.
  • Experience administering or working deeply within Salesforce, Gainsight, Planhat, or a similar platform.
  • Direct Planhat experience.
  • Comfort learning and building automations, with daily hands-on use.
  • Strong data analysis and dashboard-building skills.
  • Ability to build trust and work independently with cross-functional stakeholders.
  • SQL or technical querying skills.
  • Experience implementing NPS/CSAT survey programs.
  • Knowledge of CSQL and expansion motions.
  • Familiarity with Tines product and automation concepts.
  • Must be based in EST or CST.
  • Must be authorized to work for any employer in the U.S. without sponsorship.

Benefits

  • Target annual compensation of $110,000-$125,000 plus equity.
  • Remote position.
  • Opportunity to build the CX Ops function from the ground up.
  • High-visibility role with direct impact on a fast-growing team.
  • Work alongside CX leadership and shape foundational systems and processes.

Interested in this position?

Apply directly on the company website

Apply Now

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