Company Description Who we are:
Company Values:
- We are better everyday
- We work without ego
- We are smarter together
- We hero our customer
Role Location:
Hybrid Work Environment:
How We Work:
Job Description
Key Responsibilities:
- Trusted Partner: Build strong, trusted partnerships with the Global Customer Experience (CX) team, understanding their needs to provide strategic insights and recommendations. Influence planning and day-to-day operations to drive alignment across regions.
- Drive forward Scaled CX: Partner closely with the VP of CX, Head of Scaled CX, Head of Support and Program Director to support the strategy, data, processes and enablement for Ignition's Scaled (1 to many) CX initiative.
- Project Manage Global Initiatives: Identify and lead high-impact projects across Key Account Management, Support, and Education teams, managing all stages of the project lifecycle (from inception to post-mortem) to ensure successful execution and measurable results.
- Operationalize the Customer Journey and Segment-Specific Strategies: Work alongside CX leaders to continuously evaluate the customer journey map for different verticals and segments. Lead any resulting process, data or tool initiatives that stem from this work.
- Tool Management: Administer the current CX Tech Stack and work with stakeholders across the group to evaluate, implement and test new tools that support all initiatives, including scaled CX.
- Data Management and Reporting: Collaborate with partners across the organization to prioritize and execute data and product needs, including health scoring, churn prediction, and risk signals, to drive proactive, impactful CX playbooks and interventions.
- Key Account Management Process Optimization and Ownership: Support the design, implementation, and on-going management of processes and workflows that enhance the efficiency and effectiveness of the Key Account Manager Team.
- Financial alignment: Drive the operational components required to track Net Revenue Retention (NRR) performance.
- Enablement: Partner with functions across the business to identify training needs, assist in developing materials, and ensure the Account Management teams are equipped with the tools and knowledge to succeed.
- Cross-Collaboration: Partner with leaders across Sales, Finance, Product, Data, Marketing, Customer Experience, and Revenue Operations by sharing feedback, requirements and best practices to ensure efficient operations. Represent CX Operations within the wider Revenue Operations team.
Qualifications
- Extensive experience working in a CX Operations role within a B2B sales organization, preferably Software, SaaS, or Technology. Bonus points for experience within FinTech, Payments, or within a start-up/scale-up business
- Experience of working within a scaled CX environment, which is PLG driven, in an operations capacity is a must.
- Demonstrated experience \& understanding of modern customer success tools. Bonus points for experience of using Vitally.
- Strong analytical skills with the ability to interpret data and provide actionable insights.
- Project Management: You have demonstrated strong project management and coordination skills, with the ability to explain complex processes simply. Must be an exceptionally organized individual, who is used to managing tasks and project boards in modern project management systems, such as Asana.
- Communication Skills \& Influence: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels of the organization. Evidenced experience influencing Leaders, making data-driven recommendations and gaining support for action.
- Business \& Strategic Thinking: Ability to think strategically and develop long-term plans that align with company objectives and growth plans.
- You have the ability to thrive in a fast-paced, changing environment while maintaining rigorous attention to detail and data accuracy.
Additional Information Why join us:
- Employee stock options from day one
- 20 days of accrued annual leave/vacation plus 10 wellbeing days to prioritize yourself and your loved ones
- Additional paid day off to celebrate your birthday, along with volunteering leave
- Health, dental, and vision benefits starting immediately
- Annual education allowance reimbursement to support your professional development
- Employee recognition program
- Quarterly wellness allowance to invest in your personal wellness
- Paid subscriptions to Headspace and LifeWorks EAP \& Wellbeing Platform
- Flexible working arrangements, supported by WFH reimbursement and technology allowance to ensure your safety while working from home
- Personal tax return assistance (since we're in the accounting business!)
- Paid parental leave
