CX Operations Analyst

As a CX Operations Analyst, you will play a vital role in enhancing the operational efficiency of the CX Operations team at Braze. Reporting to the Manager, CX Operations, you will be responsible for providing essential support in day-to-day operations, ensuring the accuracy of Customer and Customer Success CRM data, and supporting several strategic business initiatives. Your strong analytical capabilities and executive presence will be crucial in translating complex data into actionable leadership insights, automating workflows, and maintaining scalable operations. The ideal candidate is a high-performing self-starter who possesses exceptional communication skills, thrives in a fast-paced environment, and is passionate about leveraging data and technology to optimize customer engagement and retention.

Responsibilities

Provide timely and effective day-to-day operational support to internal and external customers of CX Operations; Partner with CX Operations team and CS Leadership to design equitable account territories, conduct weekly data audits to fix discrepancies, and execute hierarchy changes in the CRM within the SLA timeframe; Independently audit and identify opportunities for process improvements, system automation, and operational efficiency within CX & renewals workflows; Translate CRM account data into clear reports and dashboards for CX Management; Take full ownership of the accuracy and completeness of CRM and CSP data, establishing standards and records for scalable, auditable processes; Identify opportunities to integrate AI tools such as Gemini and Claude into daily operations; Lead the creation of clear process documentation and drive enablement programs to train internal CX & Operations teams

Requirements

Demonstrated experience in customer operations, support, sales operations, revenue operations, or business operations, preferably within a SaaS or tech environment; Hands-on proficiency with CRM platforms, with Salesforce strongly preferred; Intermediate to advanced proficiency in Google Sheets and/or Microsoft Excel (including pivot tables, vlookups, and data manipulation); Experience leveraging Generative AI tools to build operational efficiencies, automate workflows, and optimize personal productivity; Excellent written and verbal communication skills in English, with the ability to explain complex operational and technical concepts clearly; Ability to work independently with high autonomy while collaborating effectively with global teams

Nice to have

Familiarity with Customer Engagement platforms or the Braze platform; Experience with Salesforce; Proficiency with AI tools such as Gemini and Claude

Benefits

Competitive compensation that may include equity; Retirement and Employee Stock Purchase Plans; Flexible paid time off; Comprehensive benefit plans covering medical, dental, vision, life, and disability; Family services that include fertility benefits and equal paid parental leave; Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend; A curated in-office employee experience; Opportunities to give back, including an annual company-wide Volunteer Week and donation matching; Employee Resource Groups