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Customer Experience Operations Analyst- Remote

Company: CaptivateIQ
Location: Lehi
Posted on: August 7, 2022

Job Description:

Created by a team with decades of commissions experience, CaptivateIQ is pioneering the new standard in commission management and enabling companies to reclaim the power of incentives. Calculating commissions is mission-critical. And it's really, really hard. Each company has a unique commission structure that involves far more calculations and data than a typical salary payroll - and for many, commission is one of the largest expenses on the P&L statement. When CaptivateIQ was founded in 2017, compensation leaders were tracking and managing sales data using costly legacy software or, in the worst cases, a single spreadsheet. There were no other options but to use opaque, error-prone processes to manage commissions. Our founders knew this could be better. So they created the solution that they'd want to use: CaptivateIQ. Today, the best teams use CaptivateIQ to strategically manage and maximize the power of incentives. Twenty-eight of the Forbes Cloud 100, including leading brands like Amplitude, Gong, and Hopin, use CaptivateIQ to power their commission programs. We have over $164.6M -in funding from ICONIQ, Sequoia, Accel, Workday Ventures, Sapphire, Y Combinator, Amity Ventures, GTMFund, S28 Capital, and other top investors. We've grown over 3x by all measures in the past year - including revenue, customers, and employees - and we're searching for more great folks such as yourself to help us transform the world of commission management. We're proud of our 5.0 rating on Glassdoor. Our remote team comes from diverse backgrounds and experiences, which helps us better serve our customers and each other. People are at the heart of our open and inclusive organization, and we bring transparency, humility, and respect to everything that we do. About the role We are searching for an organized and detail-oriented new team member to join the Operations team of our Customer Experience organization. The Customer Experience team is responsible for maximizing the value that our customers have from CaptivateIQ and is rapidly scaling to meet the needs of our growing customer base. As a member of our Customer Experience Operations team, you will support the entire organization through an exciting period of high growth and evolution. Creating efficiencies and removing busy work from our team's plates might well make you their new favorite person! Our Operations team strives for continuous improvement, so there will be non-stop opportunities to identify and implement process changes. You'll have the opportunity to deepen your operational expertise by diving into and influencing our mission-critical data flows, from CRM to ERP. - Responsibilities

  • Perform and manage clerical and administrative responsibilities for day-to-day operations of the department
  • Interact with platforms supporting our Customer Experience team, including, but not limited to: Salesforce, DocuSign, Smartsheet, ClientSuccess, Google Suite, BambooHR, Notion, Slack
  • Maintain the systems that track our customers' experience and ensure that data is visible and actionable across key data sets, including sales, project management, training, support, engagement
  • Send internal and customer-facing documents, and checking for accuracy and consistency across platforms
  • Assist with creating and/or updating documents and reports using various platforms, including Google Suite, DocuSign, Smartsheet, and Salesforce
  • Document and maintain department SOPs within our system of record, Notion
  • Create collateral to answer simple analyses, collaborate with senior stakeholders to draft more extensive reports and analyses
  • Process and revise CSVs for upload into various online platforms, including data audits and cleanup
  • Bring new perspective to current processes and methodology, contributing to the constant evolution of our department's practices
  • Respond quickly to and prioritize requests from the Customer Experience team, maintaining a queue of work and ensuring stakeholders are informed of the status of their requests. Requirements
    • 2+ years of experience, preferably with B2B SaaS -
    • Strong technical acumen demonstrated through aptitude and experience working with data in databases and spreadsheets -
    • Excellent organization skills, ability to self start, meticulous attention, and drive to getting things done -
    • Passion for continuous improvement -
    • Clear communication skills; ability to collaborate with a variety of stakeholders to assist them in achieving their goals -
    • Demonstrated skills in either internal or external customer service and relationship management
    • Ability to organize and manage complex, multi-stage projects involving cross-functional stakeholders Bonus Points
      • SQL
      • Salesforce Process Builder and Flow experience Benefits
        • (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
        • Unlimited vacation days and quarterly mental health days so you can recharge
        • $1,000 to explore your dream destination on your work anniversary
        • $500 annual professional development stipend to continue growing and learning
        • $500 home office stipend to decorate your home office
        • $1,000 caretaker stipend to make sure our parent colleagues are being supported
        • Virtual team lunches to keep you connected
        • (US-ONLY) 401k plan to participate in and save towards the future
        • Newest hardware and tools for the job
        • Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent

Keywords: CaptivateIQ, Lehi , Customer Experience Operations Analyst- Remote, Professions , Lehi, Utah

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