Sr Customer Experience Analyst

Job Summary

As a Senior Customer Experience Analyst, you will be a key member of the Professional Services Operations team, responsible for enhancing the customer journey by managing critical operational processes. You will ensure data integrity, support the delivery team, and drive process improvements that directly impact customer success. This role requires exceptional attention to detail, strong analytical skills, and a proactive approach to thriving in a fast-paced, multi-tasking environment.

Responsibilities

• Manage the end-to-end subcontractor purchase requisition process, including creating engagement letters, building purchase requests, and tracking approvals.
• Oversee supplier purchase order funds, collaborating with Professional Services managers to manage budgets and process requests for additional funding.
• Track and analyze subcontractor costs for the NAM region, providing regular and ad-hoc reporting to support strategic decision-making.
• Ensure data integrity by diligently updating systems and tools, such as the PSA tool (Clarizen), with required project and financial information.
• Collaborate with pre-sales teams by building and managing the review process for Statement of Works (SOWs) and service contracts.
• Support the project delivery team by creating and setting up projects within the PSA tool (Clarizen) to ensure a smooth handoff.
• Proactively identify and recommend opportunities for process improvements based on data analysis to enhance operational efficiency and service quality.
• Uphold and contribute to organizational standards to maintain high-quality service delivery and customer satisfaction.

Qualifications

Required Qualifications

• Bachelor s degree in Business Administration, Finance, or a related field, or equivalent practical experience.
• 5+ years of experience in an operations, business analyst, or project coordination role, preferably within a professional services or technology organization.
• Demonstrated experience with financial processes such as purchase requisitions, purchase order management, and cost tracking.
• Proficiency with Professional Services Automation (PSA) tools (e.g., Clarizen, NetSuite OpenAir) and CRM systems.
• Strong analytical skills with proven experience in creating reports and deriving actionable insights from data.

Preferred Qualifications

• Experience working with subcontractor and vendor management processes.
• Familiarity with creating and managing Statement of Works (SOWs) or similar contractual documents.
• Advanced skills in spreadsheet software (e.g., Microsoft Excel, Google Sheets), including pivot tables and complex formulas.
• A self-starter mentality with a proven ability to simplify complex processes and focus on details to achieve results.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.