CX Operations Business Partner

CX Operations Business Partner

Austin, TX, USA ? VirtualReq #423

Monday, April 1, 2024

Who are we :

We're Eptura - a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we're dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

Role Overview:

As CX Operations Business Partner you will play a pivotal role in orchestrating and optimizing operations related to customer success, professional services, and support functions. This critical position requires a dynamic individual with a strategic mindset, strong leadership qualities, analytical prowess, and a commitment to achieving results. The ideal candidate will excel in a fast-paced environment, exhibit self-initiative, and possess a track record of effectively managing complex operational initiatives that deliver increased customer loyalty and CX operational excellence.

Responsibilities:

• Collaborate closely with senior management to develop, refine, and operationalize the company's CX strategy.

• Drive prioritization & roadmap delivery aligned CS strategy initiatives.

• Work with CX leadership to identify target markets, customer segments, and distribution channels aligned with business objectives.

• Drive growth initiatives through the execution and management of CX programs.

• Develop and operationalize programs that deliver high value self-service experiences to customers

• Collaborate with CX leadership to track compliance with program requirements and facilitate mitigation plans when needed.

• Provide program data and success metrics for CX programs.

• Partner with Enablement to develop and implement programs that empower customer-facing teams with the knowledge and tools needed for effective service delivery.

• In partnership with Enablement, define training and certification requirements to support CX program standards.

• Define key performance indicators (KPIs) for CX operations and regularly assess team performance.

• Continually analyze customer feedback, market trends, and service data to identify & implement opportunities for improvement.

• Partner with Revenue & Channel operations to establish clear guidelines and rules of engagement for customer-facing teams.

• Streamline CX operations, including service delivery processes, resource management, and logistics.

About you:

• 8+ years of experience and proven success in customer experience (customer success, professional services, implementation) or operations roles, preferably within SaaS environments.

• 3+ years of experience driving successful customer-facing motions to achieve business growth.

• Demonstrated understanding of customer success, professional services, and support go-to-market motions.

• Proven success working in a fast-paced, multitasking, deadline-driven work environment.

• Strong project management skills and experience with project management tools.

• Exceptional communication and organizational skills.

• Strategic and results-oriented with a complete willingness to accept accountability for results.

Benefits:

• Health, Dental, Vision & Pet Insurance

• Dependent, Spousal and Domestic Partner coverage available

• Up to $1000 Company HSA Contribution

• Medical, Dependent Care and Limited FSA Accounts

• Income Protection and Replacement - 100% Company Paid

• Short Term Disability

• Long Term Disability

• Life Insurance

• Employee Assistance Program

• Flexible PTO

• 401K with company match

Eptura Information :

• Follow us on Twitter | LinkedIn | Facebook | YouTube

• Eptura is an Equal Opportunity ~~~ Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.

Other details

• Pay TypeSalary

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