The opportunity
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
What you'll do
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.
Territory Strategy & Org Migrations: 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 to ensure zero reporting downtime.
Process Adherence and Improvement: Independently audit and identify opportunities for process improvements, system automation, and operational efficiency within existing CX & renewals workflows.
Reporting & Insights: Translate CRM Account data data into clear reports and dashboards for CX Management to highlight visibility for strategic decision-making.
Maintain CX Data Hygiene: Take full ownership of the accuracy and completeness of CRM and CSP data, establishing standards and records needed for scalable, auditable processes.
Operational AI Optimization: Identify opportunities to integrate AI tools such as Gemini and Claude into daily operations to automate routine tasks, accelerate data analysis, and maximize productivity.
What they're looking for
- Documentation Creation: Lead the creation of clear process documentation and drive enablement programs to train internal CX & Operations teams on business-critical workflows and tool adoption.
- 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.
