Unqork
CX Strategy & Operations Senior Analyst
United States (Remote) · Senior
Sponsorship not specified$103k-$120kDetected 12 days ago
JiraSalesforceAccountingExcelAuditingOperations ManagementCustomer SuccessZendeskCAMAvidCommunicationProblem SolvingOrganizational Skills
About the role
- This critical role serves as the operational engine behind our Customer Experience organization, directly bridging the gap between our Technical Advisory (TA), Customer Advocacy (CA) and other CX teams.
- If you thrive on turning unstructured processes and inputs into structured, repeatable processes and have experience optimizing tools like Jira, Zendesk and Salesforce, this role is for you.
- Experience handling financial data or SOW structures is highly valued. - Problem-Solving: Comfort managing Root Cause Analysis (RCA) loops and translating incident timelines into clear, digestible public documentation.
Responsibilities
- Manage and optimize the intake and fulfillment process for customer environment requests.
- Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams.
- Post-Incident & Retention Support
- Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention.
- Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.
- Unqork's AI-First Enterprise Development Platform is revolutionizing the way organizations build, maintain, and secure applications across their entire lifecycle.
Skills
- Strong proficiency in Excel/Google Sheets for hours reconciliation and basic data tracking.
- Experience handling financial data or SOW structures is highly valued.
- Core Competencies
- Compensation, Benefits, & Perks
- 💻 Work from home with a remote-first community
- 🏝 Unlimited PTO (and the encouragement to use it)
- 📝 Student loan payback program
- 🏥 100% employer-covered medical, dental, and vision options available to you and your dependents
- 💸 Flexible Spending Account (FSA)
Compensation
- Compensation, Benefits, & Perks
Benefits
- Named one of America's Best Startup Employers by Forbes five times, Unqork provides industry-tailored solutions for customers in financial services, insurance, government, and healthcare.
- Unqork's customers include Goldman Sachs, Marsh, BlackRock, and the U.S. Department of Health and Human Services.
- 🏠 Monthly stipend toward your WFH setup, vacation, development and more
- 🍼 Generous Paid Parental Leave
Company info
- 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology company.
- All other US and US territory locations
- Unqork embraces a culture of security and privacy awareness by consistently safeguarding sensitive information, adhering to company policies, and actively participating in training and initiatives to protect our data and the privacy of our stakeholders.
- Unqork is an equal opportunity employer.
- We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.
- Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams.
- At Unqork, we value inclusive and innovative thinkers who boldly challenge the status quo.
- We are seeking a highly organized, process-driven CX Strategy & Operations Senior Analyst to join our CX Strategy & Operations group.
This listing is sourced directly from Unqork's careers page and normalized into a canonical job model.