Senior Customer Operations Specialist
3 meses atrás
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.
As a Senior Customer Operations Specialist, you will be a crucial member of the Customer Operations team. You will be responsible for managing the timely activation and deactivation of customer dashboard instances, governing access to various features of the Braze platform, and leading strategic projects. Your role ensures that our customers have the right tools and feature access to maximize their engagement strategies in a timely manner. Additional responsibilities include advanced analysis of customer data, identifying process improvement opportunities, and playing a key role in the team’s day-to-day operations initiatives.
WHAT YOU'LL DO
Customer Dashboard Management: Oversee the activation and deactivation of customer dashboard instances, ensuring seamless transitions and adherence to customer contract termsFeature Access Governance and Compliance: Manage and govern access to various features within the Braze platform, ensuring compliance with customer contracts and internal policiesInternal Operational Support: Provide expert-level support to internal stakeholders regarding platform access and feature availability, and other operational support to drive value for both internal and external customersCross Team Alignment: Collaborate closely with Product, Finance, Sales, Support Engineering, Customer Success, Services, and Engineering teams to ensure customer needs are met and platform configurations are optimizedDocumentation Creation: Maintain comprehensive and accurate records of customer instances and feature access, ensuring all changes are documented and auditableProcess Adherence and Improvement: Identify and implement opportunities for process improvements, automation, and efficiency. Contribute to the development of best practices for platform activation and feature access managementTraining & Education: Develop and deliver training materials for internal teams on platform access and feature management processesStrategic Projects: Lead strategic projects both for external stakeholders and internal to GTM Operations, driving continuous improvement and operational efficiencyCustomer Data Analysis: Conduct advanced analysis of customer data to identify patterns, errors, and escalate churn-risk when neededReporting & Dashboards: Create and maintain insightful dashboards and reports to assist departmental leadership in understanding customer touchpoints and renewal retainmentWHO YOU ARE
Attention to Detail: High level of accuracy in managing platform configurations and customer data, ensuring compliance with customer contracts and internal policiesCommunication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and conciselyCollaboration: Ability to work effectively within a team and across departments on different initiatives and incentivesTime Management: Ability to manage multiple tasks and prioritize effectivelyOperational Efficiency: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframesAdaptability: Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quicklyEthical Standards: Commitment to maintaining high ethical standards in managing customer data and platform access, ensuring compliance with company policies and industry regulationsProblem Solving: Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processesData Management: Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practicesQUALIFICATIONS:
4+ years of experience in a customer operations or support role, preferably within the SaaS or MarTech industryStrong understanding of customer engagement platforms and their functionalitiesProficiency in using CRM, specifically Salesforce.com, and other customer support toolsSalesforce.com administration skills are a plusFamiliarity with the Braze platform is a plusFluent in written and verbal EnglishWHAT WE OFFER
Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.
From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.
Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and tuition reimbursementCommunity engagement opportunities throughout the year, including an annual company wide Volunteer WeekEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to Work®ABOUT BRAZE
Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.
Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #3 on Great Place to Work UK’s 2024 Best Workplaces (Large), #3 on Great Place to Work UK’s 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work’s 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK’s 2023 Best Workplaces for Women (Large), #19 on Fortune’s 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK’s 2023 Best Workplaces in Tech.
You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.
BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER
At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.
Please see our for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.
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