Customer Experience Operations Lead
| Company | Cato Networks |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years of experience in post-sales operations (Customer Success, Sales Ops, or Professional Services Ops)
- Strong technical proficiency in relevant CX tools, including: Salesforce, ChurnZero, Gainsight, or similar platforms, Certinia PSA or equivalent systems
- Advanced Microsoft Excel skills and proficiency in Microsoft Office Suite
- Excellent written and verbal communication skills
- Self-motivated, service-oriented team player with a positive attitude
Responsibilities
- Develop and implement operational strategies that enhance customer experience efficiency and effectiveness
- Manage and optimize ChurnZero and Certinia PSA processes, including administration, reporting, and training
- Automate workflows and improve process efficiency to support scaling operations
- Analyze large datasets to provide actionable insights and drive strategic decision-making
- Partner with cross-functional teams, including developers, to enhance internal tools and systems
- Create detailed reports, training materials, and documentation for internal stakeholders
- Support change management efforts in a dynamic, high-growth environment
Preferred Qualifications
- Experience in a high-tech, SaaS, or startup environment is preferred