Job Description:
• Develop, update, and maintain dashboards for NPS, CSAT, churn, ticket trends, and product utilization.
• Prepare weekly, monthly, and quarterly performance reports for CX leadership and the Executive Team.
• Analyze customer behavioral trends and identify insights that support churn reduction strategies.
• Partner with Analytics and Data Engineering teams to refine reporting inputs and data quality.
• Build, maintain, and improve Tableau dashboards (certification required within 6–12 months).
• Serve as primary coordinator for RFPs, RFIs, proposals, and customer-required documentation.
• Create and manage project timelines to ensure cross-functional contributors meet deadlines.
• Compile responses from Product, Sales, Legal, Finance, Operations, and CX into cohesive proposal documents.
• Maintain an updated library of standard responses, case studies, and product collateral.
• Ensure consistency, accuracy, and compliance across all submitted materials.
• Assist in project coordination, documentation, and meeting preparation.
• Support onboarding, training, and process development within the CX and Account Management organizations.
• Contribute to cross-functional process improvements that enhance customer experience and reduce churn.
• Execute ad hoc tasks requested by CX leadership, including analysis, research, and administrative support.
Requirements:
• Proficiency in Microsoft Excel and PowerPoint or equivalents.
• Strong project management, organization, and communication skills.
• Ability to work cross-functionally and interact professionally with senior leaders.
• Strong attention to detail with commitment to accuracy and quality.
• Bachelor's degree in a business, communications, analytics, or related discipline.
• Tableau certification or willingness to complete certification within 6–12 months.
• Experience with Salesforce, Gainsight, ZoomInfo or similar platforms.
• Prior exposure to CX, analytics, proposal work, or operational support roles.
Benefits:
• Equal opportunity employer
• Commitment to diversity and inclusion in the workplace
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