Customer Experience Operations Manager

Company: Zinier
Location: San Mateo
Posted on: October 11, 2020

Job Description:

Who We Are

Zinier's intelligent field service automation platform helps organizations transform how they coordinate and execute

work so they can solve problems faster, fix things before they break, and maintain the infrastructure that we rely on

every day. Field service organizations around the world use Zinier to connect all their teams and data in one place

and supercharge every aspect of their field service operations. We are a global team headquartered in Silicon Valley

with leading investors including Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global

Management and Qualcomm Ventures LLC.

What We're Looking For

Here at Zinier, our customers are at the core of all we do. As we continue to grow and scale, the Customer

Experience team is looking for a Customer Experience Operations Manager to take charge of an array of crucial

functions that will help serve our customers effectively and efficiently. The ideal candidate has a strong background in

SaaS and is a hands-on, process driven, data mining enthusiast who will take on tasks ranging from: Tracking and

reporting monthly trainings, optimizing processes at scale and solving bottlenecks, and implementing, integrating, and

maintaining various software tools). They must also be highly proficient in the understanding and use of all

technical-related tools such as Zendesk, Salesforce, Customer Success Platform TalkDesk, JIRA, PagerDuty, etc.

The position will report to the Sr. Director, Revenue Operations, and they will work closely with Customer Success and

Technical Support teams respectively.

Role Responsibilities

• 
  
  
• Manage, track and report CX Metrics and results from CSAT, NPS, and CES surveys
  
• Manage and grow Catalyst integrations, success planning, playbooks, alerts and notifications, reporting and dashboards
  
• Leverage Salesforce platform framework, objects, and integration with CX platforms
  
  
• Develop format and framework of CX team monthly, quarterly and annual updates
  
  
• In collaboration with Marketing and Training, build, develop, and manage Customer Community
  
  
• Manage and serve as main admin for Zendesk (Support, Guide, Explore and Chat)
  
  
• Manage and serve as main admin for TalkDesk (app integrations, smart routing, tier queues, etc.)
  
  
• Lead and present on all related reporting, such as:
  
  
  • 
    
    
    
  • --- Call volume, Chat volume, Ticket volume
    
    
  • --- Ticket cost: Global, Customer, Support Level, ARR breakdown
    
    
  • --- CSAT: Global, Team, Individual
    
    
  • --- Case deflection: training, knowledge
    
    
  • --- Back end and at-risk reporting
    
    
  • --- Usage and adoption metrics and tracking
    
    
  • --- BI tools, such as DOMO
    
    
    
    
    
  • Be in charge of and implement training processes such as:
    
  • Tool maintenance for teams, Tracking and reporting monthly trainings and new hire trainings and
    
    
    onboarding
    
    
    • 
      
      
      
    • PagerDuty maintenance and reporting
      
      
    • Post-mortem process and call ownership and reporting
      
      
    • DevOps pairing for tools and integrations for Support
      
      
    • Own and run reporting for other tools such as: DataDog, Status.io, Grafana
      
      
      Role Requirements
      
      
      • 
        
        
        
      • 6+ years of experience in an operational role with similar alignment on stated responsibilities.
        
        
      • 6+ years of experience in customer success/customer experience roles
        
        
      • Highly proficient in the following tools: Salesforce, Zendesk, TalkDesk, PagerDuty, DataDog, Status.io
        
        
      • Ability to thrive in a fast paced, dynamic environment
        
        
      • Ability to solve problems and implement solutions in a sustainable and scalable manner
        
        
      • Effective in working with cross-functional and cross-regional teams
        
        
        
        

Keywords: Zinier, San Mateo , Customer Experience Operations Manager, Executive , San Mateo, California