The CX team’s mission is to bring together the collective expertise and power of Chargebee to create valuable, guided, frictionless experiences for all clients. The team works cross-functionally across Product, Sales, Customer Success, Marketing and Operations, to carry out these efforts.
Analyze and prioritize opportunities to improve the customer experience and drive positive business outcomes
Be a strong contributor to client experience projects, from design and creation of a vision, to operationalizing and realizing the vision
Serve as program manager (with your team), collaborating with cross-functional partners, including Sales, Revenue Operations, Systems, Product, Customer Success, Marketing, etc.
Support implementation of Voice of Customer listening posts (e.g., Net Promoter Score Surveys) to provide intelligence for the business.
Analyze customer needs and sentiment across thousands of monthly interactions and interpret customer feedback to inform account servicing, go-to-market and product decisions
Comfortable in managing CRM and other tools.
Drive customer value through tools or systems designed for frontline sales and service teams.
2+ years of relevant work experience in business or customer insights/analytics, customer experience, customer success, strategy consulting, sales operations, system implementation or business operations roles
1+ years of experience working with large datasets in SQL, Tableau, SPSS, SAS, Excel and/or other large data set manipulation tools
Curious, empathetic, self-starter who enjoys solving complex problems
Team player, relationship-builder, comfortable operating in a matrixed organization
Effective communication skills
Excellent time management, organizational and program management skills
Ability to analyze data and incorporate it into visualization tools to support team conversations with senior leadership
Experience designing or implementing systems integrations to tie together disparate data sets is a plus
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