WHAT YOU'LL DO

As a CX Operations Specialist, you will be a crucial member of the CX Operations team. You will be responsible for managing the timely activation and deactivation of customer dashboard instances, as well as governing access to various features of the Braze platform. Your role ensures that our customers have the right tools and feature access to maximize their engagement strategies in a timely manner.  Additional responsibilities may include analysis of customer data, playing a key role in the team’s day-to-day operations initiatives, leading projects, and identifying process improvement opportunities.

Key Responsibilities:

• Customer Dashboard Management: Activate and deactivate customer dashboard instances as per the requirements and ensure seamless transitions
• Feature Access Governance: Oversee and manage the access to various features within the Braze platform, ensuring compliance with customer contracts and internal policies
• Internal Operational Support: Provide timely and effective support to internal stakeholders regarding platform access and feature availability, as well as other day-to-day operational support that may be required to drive value to both internal and external customers of Customer Operations
• Cross Team Alignment: Work closely with our Product, Finance, Sales, Support Engineering, Customer Success, Services and Engineering teams to ensure customer needs are met and platform configurations are optimized aligned to customer contract start and end dates
• Documentation Creation: Maintain accurate records of customer instances and feature access, ensuring all changes are documented and auditable
• Process Adherence and Improvement: Identify opportunities for process improvements, automation and efficiency and contribute to the development of best practices for platform activation and feature access management
• Training & Education: Assist in training internal teams on platform access and feature management processes

WHO YOU ARE

Competencies:

• Attention to Detail: High level of accuracy in managing platform configurations and customer data. With a vigilance in ensuring compliance with customer contracts and internal policies
• Communication: Excellent verbal and written communication skills.  Ability to explain technical concepts to non-technical stakeholders clearly and concisely
• Collaboration: Ability to work effectively within a team and across departments across different initiatives and incentives
• Time Management: Ability to manage multiple tasks and prioritize effectively
• Operational Efficiency: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes
• Adaptability: Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly
• Ethical Standards: Commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulations
• Problem Solving: Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processes
• Data Management: Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices

Qualifications:

• 2+ years of experience in a customer operations or support role, preferably within the SaaS or MarTech industry
• Strong understanding of customer engagement platforms and their functionalities
• Excellent problem-solving skills and attention to detail
• Strong communication skills, both written and verbal
• Ability to work independently and as part of a team
• Proficiency in using CRM and customer support tools
• Familiarity with the Braze platform is a plus