XTN-09D1314 | CUSTOMER EXPERIENCE OPERATIONS ANALYST

We are seeking a detail-oriented and collaborative Customer Experience Operations Analyst to support and optimize key business systems that enable Customer Success and cross-functional operations.

This role will serve as the primary administrator for customer experience and operational platforms, ensuring system reliability, data integrity, and seamless integrations across the organization.

The ideal candidate combines strong technical aptitude with excellent problem-solving and stakeholder management skills.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee onsite
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Application Administration & Support

• Act as the primary administrator for Pigment and Gainsight platforms and serve as the subject matter expert (SME) for Certinia.
• Create Certinia projects to ensure accurate billing and support billing reporting and budget tracking.
• Collaborated with the IT team on Certinia system improvements and process enhancements.
• Manage system configurations, user provisioning, access controls, roles, and permissions.
• Monitor application performance, troubleshoot technical issues, and ensure system availability and reliability.
• Respond to and resolve day-to-day user support requests in a timely and effective manner.
• Coordinate system maintenance, updates, and enhancements to support evolving business needs.

Integrations & Data Management

• Manage integrations between Pigment, Certinia, Gainsight, and other enterprise systems such as CRM, ERP, and data warehouse platforms.
• Ensure data accuracy, consistency, and integrity across systems and workflows.
• Support data imports, exports, cleansing, and transformation processes.
• Assist in identifying and implementing process improvements to optimize operational efficiency and reporting accuracy.

Stakeholder Collaboration

• Partner closely with Customer Success, Finance, Sales Operations, and IT teams to support business processes and operational initiatives.
• Act as a subject matter expert for supported applications and operational workflows.
• Develop and maintain user documentation, process guides, and training materials.

Governance & Security

• Maintain system security standards, compliance requirements, and audit readiness.
• Establish and enforce data governance policies and operational controls.
• Support change management and change control processes for system updates, enhancements, and integrations.
• Ensure adherence to internal policies and industry best practices related to data management and system administration.

Preferred Qualifications

• Experience working with CRM, ERP, and customer success platforms.
• Familiarity with data governance, security standards, and compliance practices.
• Knowledge of integration tools, APIs, or data warehouse concepts.
• Experience supporting operational process improvement initiatives.

Key Competencies

• Customer-focused mindset.
• Technical problem-solving.
• Cross-functional collaboration.
• Attention to detail.
• Process improvement orientation.
• Strong written and verbal communication skill.

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.