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Customer Experience Specialist
Remote, US
Posted on 8/22/2022
INACTIVE
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Requirements
  • 3+ years of relevant experience in operations, customer success or customer experience, project management, or related field
  • 1+ year experience in the Tech Industry, with Open Source or Observability experience a plus
  • Data-driven and comfortable analyzing quantitative and qualitative data to make recommendations that drive results
  • Strong project management skills and an ability to multitask within a fast moving startup environment
  • You will need to be self-motivated, detail-oriented, and enjoy continuously learning. You will be able and willing to develop a strong knowledge of our infrastructure and products
  • Experience building partnerships across multiple organizations to then drive consensus from a diverse group of stakeholders
  • You will need first-class written and oral communication skills, to collaborate both with our remote-first internal teams and with our worldwide customers. You will need to be able to skillfully articulate our value proposition and the technical advantages of our products
Responsibilities
  • Support performing current-state assessments of internal and customer-facing processes and help identify improvement opportunities in key focus areas
  • In collaboration with CX departments, assist in the development of customer journey mapping for targeted focus areas
  • Execute day-to-day project management of each assigned project through facilitation of regular cross-functional meetings, status updates, and escalations as needed
  • Quickly establish/nurture rapport and a positive relationship with internal and external stakeholders
  • Conceptualize, test, and deliver innovative ways to do business across Customer Success, Support, Professional Services, and Customer Education functions - especially as it relates to process definition, automation, and system-based scalability that are aligned with CX OKRs
  • Support our Voice of Customer program in gathering data and feedback from customers, prospects, and CX teams about our products and customer experience
  • Use data, feedback, surveys, and other assessments to analyze and generate best-practice playbooks for CX teams for targeted focus areas
  • Support the maintenance of CX playbooks to keep them up to date in collaboration with a content council
Grafana Labs

501-1,000 employees

Open source analytics & monitoring solutions
Company Overview
Grafana Labs’ mission is to democratize metrics so users can create a dashboard that helps them get insights into how their applications behave, enabling them to iterate, take action and improve faster.
Benefits
  • 30 days of paid vacation each year on top of national holidays, parental leave, & sick leave
  • Health coverage
  • 4% contribution match on our 401(k)
  • $1,500 learning and development stipend
  • Udemy subscription
  • Complimentary subscription to Headspace
  • Discounts on a wide variety of services, including entertainment, food, and fitness.
  • Remote Work Option
  • Global Employee Assistance Program
Company Core Values
  • Share openly and default to transparency
  • Respectfully empowered
  • OSS is in our DNA
  • We keep our commitments
  • Seek diverse perspectives
  • Don’t let perfect get in the way of great
  • Help each other thrive