Sr Customer Experience Analyst

About the role

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.

What you'll do

• 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

What you need

• 5–9 yrs of experience
• CRM
• NetSuite
• Customer success
• Sales
• B.Com or BBA