Senior CX Operations Specialist, Braze
$84.8-102.7k
OTE
$76.3-92.4k
BASE
+ Equity grants of restricted stock (RSUs)
Customer engagement platform
Open for applications
Customer engagement platform
1001+ employees
Open for applications
$84.8-102.7k
OTE
$76.3-92.4k
BASE
+ Equity grants of restricted stock (RSUs)
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- The ideal candidate is a self-starter with a passion for data, technology, and process development
- 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
- 3+ years of experience in a B2B SaaS sales or operations environment, with a strong understanding of customer engagement platforms and their functionalities
- Ability to partner with Customer Experience & Sales and balance multiple partnerships within the Braze go-to-market organization
- Proven experience in leading strategic initiatives and projects that drive operational efficiency and enhance customer satisfaction
- Comfortable working in some ambiguity and proactive enough to help build new strategic frameworks
- Strong analytical skills to identify and resolve complex issues efficiently, with the ability to think critically and provide innovative solutions to improve processes
- Proficient in Google Sheets and/or Microsoft Excel
- Experience with Salesforce is required
- Experience with Tableau a plus
- Ability to “manage up” and have difficult conversations with senior partners when necessary
What the job involves
- The Senior CX Operations Specialist will be responsible for driving coordination across regional Customer Success leadership to ensure the strategic allocation of resources that fuel revenue retention
- Reporting to the Director of CX Operations, the Sr. CX Operations Specialist will leverage both internal and external tools to identify high-value accounts critical to Braze’s retention and growth strategies
- Collaborate closely with Customer Success leadership to design new Customer Success territories and ensure equitable allocation of accounts among Customer Success Managers
- Strategize with regional management to develop frameworks for identifying optimal Customer Success territories and accounts
- Ensure that Customer Success territories and account assignments align with Sales territory and carve assignments to promote continuity across the business and maximize the likelihood of strong renewal outcomes
- Enhance internal and external tools and data sources to pinpoint high-value and high-propensity accounts
- Work cross-functionally with Customer Experience, Sales Operations, and Renewals Management to optimize processes that align with retention and sales objectives
- Ensure accuracy and completeness of CRM Account data & Customer Success Platform (CSP) data
Our take
Braze was founded out of an opportunity to build a company in the mobile space, inspired by the success of Android. This decision was driven by the belief that technology can help build stronger and more valuable relationships between brands and customers. It is now a leading customer engagement platform that powers connections between consumers and the brands they love.
Braze does this by delivering messaging experiences through push notifications, apps, and emails, built specifically for today's always-connected customers. This replaces badly integrated tools and outdated databases, making customer relationships more personalised through cross-channel messaging, journey orchestration and AI-powered experimentation and optimisation. Through this, 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.
As a venture-backed company, its clients now include Headspace, Canva, Max, Headspace, Domino's, Peloton and Depop. These clients use Braze to launch more effective messaging campaigns with less effort in the current mobile-first world. No doubt its placement on the 2024 US News Best Technology Companies To Work For list will draw in more talent, whilst its growth to 10 new offices across North America, APAC regions and Europe indicates promising growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Oct 2018
$80m
SERIES E
Aug 2017
$50m
SERIES D
Total funding: $182.7m
Company benefits
- Flexible Vacation Policy: Take the time you need to balance your work and life in the way that suits you best
- Equal Paid Family Services: We offer fertility benefits along with equal paid parental leave, so you can focus your energy on your growing family
- Retirement Planning: We support you as you plan for your future. Braze will begin matching contributions into our retirement plan on your first day of employment
- Equity Stake: We provide equity to full-time employees—regardless of role or tenure—so that when we grow and succeed, you do, too
- Learning & Development: We support your professional growth through formal career pathing, the Braze University learning platform, and tuition reimbursement
- Remote Availability: Braze fosters an environment that harmonizes the needs of the business and the needs of its employees
- Global Presence: Our global presence—10 cities and growing—provides opportunities to work and connect with top talent around the world
Company values
- Take Your Seat at the Table: Our community welcomes and respects your unique talents and perspective. Roll up your sleeves and join in - we’re building Braze together
- Don't Ignore Smoke: With constant vigilance, we help each other notice issues before smoke turns to fire. When others come to us, we celebrate the messenger and assist them however we can
- Shape the Future: We believe in the positive trajectory of change. We make investments, take calculated risks, and guide others down the path of our vision for the future
- Embrace Curiosity: We are explorers of details and new horizons. We embrace a growth mindset and pursue our curiosities to acquire new mastery and hone existing skills
- Seek the Truth: We combine intelligence with humility to challenge our assumptions and ask thoughtful questions. We make better decisions by deeply understanding our world
- Be a Human: Each of us contributes to the Braze culture through our individuality. We operate with integrity, and above all else, we are kind
Articles
Leadership
Bill Magnuson
(Co-Founder & CEO)Previously a Software Engineer at Google and Bridgewater Associates before co-founding Braze in 2011.
Jon Hyman
(Co-Founder & CTO)After graduating cum laude in Computer Science at Harvard, Jon joined Bridgewater Associates' Core Technology department and worked on the Forbes Technology Council before co-founding Braze.
Salary benchmarks
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Diversity, Equity & Inclusion at Braze
- Developing robust methods to track and measure representation data across different intersectionalities
- Expanding our presence at affinity events, including conferences, meet-ups and in-house gatherings
- Enhancing our manager training program to incorporate DEI-specific training within the curriculum
- Integrating DEI concepts into existing training, including new hire onboarding
- Launched a company-wide mentorship initiative, which aims to cultivate a richer employee experience and foster a sense of community throughout our workforce
- Enhancing recruiting efforts and manager training to embed inclusivity in our business processes
- Supporting 10 employee resource groups (ERGs) that represent diverse affinity groups and interests
- Organized the ERG Lead Summit, which facilitates the exchange of experiences, insights, and best practices among ERG Leaders
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