Tech Stack

Description

As a Customer Experience Operations Manager at Monograph, you'll drive team effectiveness through data, define CX strategy, and implement scalable processes. You'll collaborate with cross-functional teams to monitor the customer lifecycle, improve health scores, and maintain dashboards, ensuring excellent support and account management.

Requirements

• 3+ years relevant experience in Customer Experience or sales operations
• Experience with Customer Success Platforms (Custify, Intercom, Salesforce)
• Experience building health and adoption scoring
• Proficiency in SQL
• Excellent critical thinking and project management skills

Responsibilities

• Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery)
• Partner with Finance and Revenue operations to monitor entire customer lifecycle
• Detect early signals of at-risk renewals and design playbooks for CSMs
• Analyze and improve Customer Health Score, building relationship management processes
• Build and maintain centralized dashboards for CX functions