Responsibilities
- 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.
- 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.
- Ability to work cross-functionally and interact professionally with senior leaders.
- Strong attention to detail with commitment to accuracy and quality.
