Customer Experience Operations Specialist

**Company Description** Who we are**:
Founded in 2013, Ignition is the leading revenue generation platform for accounting and professional services businesses to spark greater efficiency and profitability.

Ignition automates and optimizes proposals, billing, payments and workflows in a single platform that fits seamlessly into existing technology stacks.

With a vision to transform how professional services and their clients do business together, Ignition empowers 7,250+ businesses to reach their full revenue potential.

To date, Ignition customers have engaged over 1.7 million clients and generated US $8b in revenue via the platform.

Ignition’s global workforce spans Australia, Canada, New Zealand, the Philippines, US and the UK.

**Company Values**:

- We are better everyday
- We work without ego
- We are smarter together
- We hero our customer

**Hybrid Work Environment**:At Ignition, we’ve embraced hybrid working to allow for in-person connection, while also providing flexibility for our employees to do their best work. **This role would require 2 days in office** (currently Tuesdays & Thursdays). Our office is located at 100 University Avenue, which is conveniently located within the Financial District of Downtown Toronto, near Union Station and the TTC.

**Hours of Work**:This is a global position where you'll collaborate with leaders and colleagues across Eastern and Pacific time zones, as well as those in Sydney, Australia. While your primary working hours will align with Eastern Time, you'll need to engage with other timezones as required. We offer a high degree of flexibility, allowing you to structure your workday to effectively accommodate these global interactions when necessary.

The CX Operations Specialist will support all aspects of Customer Experience (CX) Operations at Ignition.

This critical role supports Ignition’s CX team in delivering an outstanding customer experience by managing day-to-day operations while strategically aligning with Ignition’s growth plans. This is a multi-dimensional role and encompasses the full spectrum of CX Operations. You will partner to collaborate with our CX leaders to add operational rigor to our current CX programs, in addition to driving our new Scaled CX initiative which will be powered by our transition to a Product-led Growth (PLG) business model.

**Key Responsibilities**:

- ** Tool Management**: Administer the current CX Tech Stack and work with stakeholders across the group to evaluate, implement and test new tools that support all initiatives, including scaled CX.
- ** Data Management and Reporting**:Collaborate with partners across the organization to prioritize and execute data and product needs, including **health scoring**, **churn prediction**, and **risk signals**, to drive proactive, impactful CX playbooks and interventions.
- ** Trusted Partner**: Build strong, trusted partnerships with the Global Customer Experience (CX) team, understanding their needs to provide strategic insights and recommendations. Influence planning and day-to-day operations to drive alignment across regions.
- ** Program Support**: executing CX initiatives including: Scaled CX, Customer Journey, NRR and other global initiatives
- ** Key Account Management Process Optimization and Ownership**: Support the design, implementation, and on-going management of processes and workflows that enhance the efficiency and effectiveness of the Key Account Manager Team.
- ** Financial alignment**: Drive the operational components required to track Net Revenue Retention (NRR) performance.
- ** Enablement**:Partner with functions across the business to identify training needs, assist in developing materials, and ensure the Account Management teams are equipped with the tools and knowledge to succeed.
- ** Cross-Collaboration**: Partner with leaders across Sales, Finance, Product, Data, Marketing, Customer Experience, and Revenue Operations by sharing feedback, requirements and best practices to ensure efficient operations. Represent CX Operations within the wider Revenue Operations team.

**Qualifications**
- Experience working in a CX Operations role within a B2B sales organization, preferably Software, SaaS, or Technology. Bonus points for experience within FinTech, Payments, or within a start-up/scale-up business
- Experience of working within a scaled CX environment, which is PLG driven, in an operations capacity is preferred.
- Demonstrated experience & understanding of modern customer success tools. Bonus points for experience of using Vitally.
- Strong analytical skills with the ability to interpret data and provide actionable insights.
- Project Management: You have demonstrated strong project management and coordination skills, with the ability to explain complex processes simply. Must be an exceptionally organized individual, who is used to managing tasks and project boards in modern project management systems, such as Asana.
- Communication Skills & Influence: Excell