Customer Experience Architect

4 weeks ago

Melbourne, Victoria, Australia Phocas Full time
Unlock Customer Success with Phocas

We are a business planning and analytics company on a mission to make people feel good about data. Our team is seeking a Customer Experience Architect to join our global Growth Operations team.

This hands-on role requires attention to detail, technical system proficiency, project management skills, and the ability to work collaboratively with cross-functional teams. As a Customer Experience Architect, you will be responsible for:

  • Collaborating with customer teams and enablement specialists to fine-tune efficiencies and measure performance metrics;
  • Providing operational support to our customer teams, refining documentation and processes to maximise customer value;
  • Identifying areas for technical and process improvement, then presenting game-changing solutions to turbocharge productivity and streamline operations;
  • Defining, training, and executing operational and technical best practices for delivering and supporting Phocas products and systems;
  • Staying on top of industry trends and customer system best practices, integrating the latest innovations into our strategies;
  • Leading efforts to ensure alignment and synergy across Phocas, collaborating with stakeholders and teams to synchronise efforts;
  • Diving into cross-functional projects and initiatives, contributing expertise to fine-tune business processes and information flow;
  • Ensuring the successful delivery of evolving programs that not only support current strategies but also pave the way for future customer triumphs;

To succeed in this role, you will need strong written and verbal communication skills, experience managing projects efficiently, and a proven track record in operational/project management, preferably in a SAAS environment. You will also possess strong analytical skills, able to interpret complex data and provide actionable insights using various CRM, database, and analytics tools.

We offer a competitive estimated salary range of $85,000 - $110,000 per year, depending on location and experience. We're committed to providing a fun, exciting, and fast-paced work environment that allows you to thrive and grow professionally. If you're passionate about delivering feel-good solutions to companies worldwide and want to work in a supportive, high-growth environment, we encourage you to apply.

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