Cx Operations Analyst

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you.

**Key Responsibilities**:

- **Internal Operational Support**: Provide timely and effective day-to-day operational support required to drive value to both internal and external customers of CX Operations.
- **Support Territory Carving & Capacity Planning Motions**: Collaborate with other CX Ops team members, Customer Success leadership, and regional management to design equitable Customer Success territories and account assignments that align with Sales territories, promoting continuity and maximizing renewal outcomes.
- **Process Adherence and Improvement**: Identify and implement opportunities for process improvements, automation and efficiency within existing CX & renewals processes.
- **Maintain CX Data Hygiene**:Ensure accuracy and completeness of CRM Account data & Customer Success Platform (CSP) data.
- **Documentation Creation**: Create and maintain accurate documentation of processes & procedures so they are scalable and repeatable. Maintain accurate records as needed for auditable processes.
- **Training & Education**: Assist in training & coordinating enablement of internal CX & Operations teams on a multitude of business critical processes.

**WHAT YOU HAVE**

**Competencies**:

- **Attention to Detail**:High level of accuracy in managing platform configurations and customer data. With a vigilance in ensuring compliance with customer contracts and internal policies.
- **Communication**:Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and concisely.
- **Collaboration**:Ability to work effectively within a team and across departments across different initiatives and incentives.
- **Time Management**: Ability to manage multiple tasks and prioritize effectively.
- **Operational Efficiency**: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes.
- **Adaptability**:Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly.
- **Ethical Standards**: Commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulations.
- **Problem Solving**:Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processes.
- **Data Management**:Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices.

**Qualifications**:

- 2+ years of experience in a customer operations or support role, preferably within the SaaS or MarTech industry.
- Strong understanding of customer engagement platforms and their functionalities.
- Excellent problem-solving skills and attention to detail.
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Proficient in Google Sheets and/or Microsoft Excel
- Familiarity with the Braze platform is a plus.

**What We Offer**:

- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and inclusive work environment.
- The chance to work with cutting-edge technology and innovative solutions.

**WHAT WE OFFER**
- Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country _here_. More details on benefits plans will be provided if you receive an offer of employment._

From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans coveri