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CX Operations Manager (Remote, USA)

Grafana Labs

Grafana Labs

Operations
Remote
Posted on Friday, August 18, 2023

Do you enjoy diving into data to answer a wide variety of business questions? Are you passionate about using data and insights to make an impact? Do you love working on cross-functional projects to improve business outcomes? Are you zealous about helping coach front-line teams to achieve customer success? If so, come join our Go-To-Market (GTM) Operations team!

Grafana is looking for a CX Operations Manager to join our rapidly growing organization. In this role, you will work with senior leaders across our revenue teams to analyze data, provide insights, and implement improvements. As an analytical problem solver, you will need to analyze business processes and disparate data sources across the customer journey, from initial sales through retention and upsell, to answer complex questions and operationalize reporting. You will also manage projects to align and optimize the experience along the entire customer journey. In addition, you will be a go-to person across the organization for help on everything from optimizing customer implementations to ensuring successful renewal outcomes.

Key Responsibilities

  • Manage and improve operational processes across Professional Services, Technical Support, and Customer Success
  • Lead projects to enhance the systems and toolsets that are relied upon by our post-sales teams.
  • Serves as a subject matter expert and consultant on all things CX - including implementation, renewals, customer success methodologies, and technical support processes and systems.
  • Partner with other Go-To-Market (GTM) RevOps and teams to implement organization-wide improvements.
  • Build and maintain reports and dashboards across multiple revenue generating functions.
  • Integrate and analyze data from multiple data sources to provide insights and recommendations.
  • Document systems, processes, data, and reporting.
  • Research ad-hoc business questions across the GTM functions.
  • Create and explain data analysis through clear visualizations and presentation.
  • Proactively look for improvement opportunities and communicate with business partners.
  • Help drive a strong culture of data processes, hygiene, and documentation.
  • Work cross-functionally with finance teams on capacity and demand modeling.

Requirements

  • 4+ years of work experience in Customer Experience Operations and/or Customer Experience Analytics
  • Experience with Technical Support, Customer Retention, and Upsell processes in a SaaS business model required.
  • Ability to write SQL queries required, with BigQuery experience preferred.
  • Experience with systems for Sales, Customer Success, and/or Support platforms required. Some examples include Salesforce, Zendesk, and JIRA.
  • Proven ability with Google Sheets or Microsoft Excel required.
  • Have solid project management skills including: planning work, managing details, keeping multiple tasks/projects on track, working with cross functional stakeholders, and navigating ambiguity in a fast moving environment to deliver results
  • Excellent facilitation and presentation skills across a range of audiences from individual contributor to senior leader

In the United States, the OTE compensation range for this role is $138,000 - $165,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.

About Grafana Labs: There are more than 950,000 active installations of Grafana around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps companies including Bloomberg, JPMorgan Chase, and eBay manage their observability strategies with full-stack offerings that can be run fully managed with Grafana Cloud, or self-managed with Grafana Enterprise Stack. The Grafana stack has grown to include four other open source projects, Grafana Loki (for logs), Grafana Tempo (for traces), Grafana Mimir (for metrics), and Grafana OnCall (for on-call management).
Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.
Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.
We will recruit, train, compensate and promote regardless of race, religion, colour, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organisation and we’re working hard to make sure that’s the foundation of our organisation as we grow.
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