C104 Fusion Management Services LLC is looking for a Customer Experience Operations & Analytics Specialist to provide critical visibility into customer sentiment, product adoption, and service performance. This role manages CX metric reporting, supports companywide RFP coordination, and delivers operational support to enable strategic decision-making.
What You'll Do
- 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 to 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 with 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.
What We're Looking For
- Bachelor’s degree in a business, communications, analytics, or related discipline.
- 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.
- Tableau certification or willingness to complete certification within 6–12 months.
Nice to Have
- Experience with Salesforce, Gainsight, ZoomInfo or similar platforms.
- Prior exposure to CX, analytics, proposal work, or operational support roles.
Technical Stack
- Tableau
- Microsoft Excel
- Microsoft PowerPoint
- Salesforce
- Gainsight
- ZoomInfo
Team & Environment
You will partner with Analytics and Data Engineering teams, support CX and Account Management organizations, and report to CX leadership.
C104 Fusion Management Services LLC empowers, inspires, and grows careers. We value collaboration and individual voice, operating as a forward-thinking team passionate about making an impact.
