[Remote] Customer Experience Operations Analyst
Note: The job is a remote job and is open to candidates in USA. Tines is a company founded in 2018 with co-headquarters in Dublin and Boston, focusing on intelligent workflow solutions. They are seeking a Customer Experience Operations Analyst to join their Revenue Operations team, where the individual will build operational support for the Customer Experience organization and develop scalable solutions to enhance efficiency and data-driven decision-making.
Responsibilities
- Own administration of Planhat (our customer experience platform), including building automations, creating dashboards, resolving data discrepancies, and ensuring platform health
- Develop self-service reporting capabilities that give CS managers instant access to the metrics they need
- Maintain data quality and integrity across CS systems and integrations
- Serve as the primary ops partner for frontline CS managers, building trust and understanding their day-to-day needs
- Refine critical customer lifecycle processes including sales-to-CS handoff, QBR cadences, and renewal workflows
- Identify process gaps with CS ICs and managers and implement improvements that scale with team growth
- Redefine customer health scoring methodology and ensure adoption across the organization
- Design and implement survey programs (NPS/CSAT) that drive actionable insights
- Launch and operationalize a CSQL (Customer Success Qualified Lead) motion to drive expansion opportunities
Skills
- 2-4 years in an analytical role (CS Ops, RevOps, consulting, business analytics, or similar)
- Experience administering or working deeply within platforms like Salesforce, Gainsight, Planhat, or similar
- Comfort learning and building automations (you don't need to be an expert, but you'll be doing this daily)
- Strong data analysis and dashboard-building skills
- Ability to build trust and work independently with cross-functional stakeholders
- Direct Planhat experience
- SQL or technical querying skills
- Experience implementing NPS/CSAT survey programs
- Knowledge of CSQL/expansion motions
- Familiarity with Tines product and automation concepts
Benefits
- Bonus
- Equity
Company Overview