Customer Experience Operations Analyst

1 week ago

Montréal, Canada Amilia Full time

**Who we are**:Amilia is more than just a tech company - we’re a close-knit family made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project.
**What we do**: We provide online registration and digital management software solutions to recreation organizations, such as cheer gyms, gymnastics clubs, dance studios, and many more.
**How we do what we do**:We provide all our team members with the tools and flexibility they need to succeed every day. We also put an emphasis on collaboration and encourage everyone to bring new ideas to the table, even if it’s outside of your department.
**Why we do what we do**:We’re not just here to sell software - we want to revolutionize the way recreation organizations leverage technology. Every Amilian is incredibly invested in our mission to disrupt the status quo and help our clients achieve great things.

**What can you expect**:
The Customer Experience Operations Analyst is responsible for supporting the overall Amilia Customer Experience (CX) strategy and respective CX and Customer Success teams. Their direct responsibilities are to manage the processes and tools used by the respective teams, support the development of KPIs and metrics, provide access to information and data to CX and CS team members, streamline best practice programs and provide solutions to drive strong decisions making using data and information. Their goals will include understanding what creates a cohesive customer experience across all customer touchpoints to ultimately reduce churn, improve NPS, drive adoption, and increase loyal advocates. Our goal is to strive to be the industry experts in delivering an exceptional Customer Experience by maintaining a high NPS and continued customer and employee engagement.

**You'll be responsible for**:
**CX Operations**
- Salesforce Administrator for Customer Success and Customer Experience organizations;
- Be the superuser for all tools used by CS and CX (Intercom, Delighted, Trello, Slack)
- Manage customer analytics on usage, renewals, and data;
- Drive continuous improvement through process improvement efforts (workshops) and update or create documentation feels similar.
- Coordinate internal projects for CS & CX;
- Provide cross-functional support to all customer-facing teams to ensure they deliver a unique customer experience.
- Identify and create integrations between platforms and streamline information sharing
- Drive continuous improvement through process improvement efforts (workshops) and update or create documentation
- Maintain documentation on the Customer Journey, including mapping, as well as be the main point of contact for tracking data pertaining to communication with clients (Surveys, touchpoints, onboarding updates, case studies, etc.)
- Create and maintain a Voice of the Customer program using data and information sharing between teams and systems

**Customer Program Management**
- Work with respective management to review portfolios and balance workloads using data and analytics
- Provide updated reporting and dashboards to client-facing teams for KPI and results
- Present updates and work being done at the bi-weekly or monthly sprint reviews within the operations department to audiences including management, peers, and executives
- Identify areas for CS and CX to use data and discover best practices in how we manage the Customer Journey
- Support the implementation of the customer-focused initiatives and be the “go-to” for anything that impacts operations

**What we want from you**:
**Required Qualifications**
- University degree in business, technology or related field;
- 3+ years relevant work experience in client-facing roles for technology companies;
- At least 2 years of experience in a SaaS/Cloud product company;
- At least 2 years of experience with Voice of the Customer (VOC), CSAT, NPS, and/or Loyalty Programs;
- Bilingual skills (French, English)

**Additional Qualifications**
- Fanatical about driving success for your customers;
- Excellent written and oral English language communication skills with all levels of the organization;
- Ability to work with, advise and influence C-level management;
- Innovative and assertive, with the ability to pick up new technologies and assess situations quickly;
- Creative problem solver and team player;
- Extremely proactive and values the ‘personal touch' with customers;
- Ability to prioritize, multi-task, maintain planning rigor and perform effectively under pressure and during busy work cycles.

**What you’ll get from us**:

- Competitive salary & insurance package;
- Group RRSP employer contribution up to 5%;
- Wellness credit (500$ per year);
- Flexible hybrid work model (home-office) and the possibility to work from anywhere in Québec;
- Dedicated Learning and Development Specialist committed to your personal and professional development;
- Weekly Amilia fitness classes (Yoga and Bootcamp

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