About Juniper Square Our mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology - all while contributing as a member of a values-driven organization - we want to hear from you. Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in our physical office in San Francisco or one of our co-working spaces. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across most US states, two Canadian Provinces, and India. About your role As a key resource on the CX Operations team, and reporting to the Senior Director of CX Strategic Operations, the Operations Manager, Customer Experience will have a critical impact on the inner workings of our rapidly growing organization. This role is a key business partner for the CX organization in tracking and reporting on key metrics such as net retention, expansion, churn and contraction of existing customers. We are looking for candidates who are team players that are driven to succeed and further the goals of the Juniper Square CX organization. This role requires a proactive and results oriented individual with the ability to work on assigned tasks, as well as independently identify other value-add activities. What you'll do * Maintain and refine operational processes and systems to help track and improve key CX metrics, including health, retention, customer expansion, and churn * Analyze data to identify trends, insights, and opportunities for improving customer success strategies * Partner with CX leadership to ensure comprehensive understanding of impacts to retention metrics * Support annual planning cycle for forecasting of retention * Collaborate with sales, finance, marketing, and other cross-functional stakeholders to design and execute strategic operational projects to increase operational efficiency, and retention * Mature and scale our operating model and forecasting rhythm * Responsible for overall account database health (data completeness, standardization, validation etc.) * Coordinate and be the trusted advisor to the Finance team (Orders, Billing, Deal Desk etc) * Maintain and make improvement on documentation such as Rules of Engagement for QBRs * Maintenance of reports and dashboards across our various systems including Salesforce & Looker * Execute day-to-day retention operations process with adherence to policies, identifying problems, and recommend/take corrective action * Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency of reporting in the CX organization * CRM administration and data cleanliness * Assisting as needed with other admin related requests * Provide end-user support to resolve application and process issues * Manage special projects as needed Qualifications * Bachelor's Degree or equivalent experience in computer science, business, or related field * Strong knowledge of Salesforce.com, ZoomInfo, LinkedIn Sales Navigator and Outreach or similar software is preferred * Experience with standard SaaS business practices related to revenue operations processes and systems * Requires 3-4 years of sales, client success or business operations experience * Intermediate MS Office Skills (Excel and Word) required * Experience with cloud-based/SaaS solution offerings * Excellent communication, interpersonal, problem solving and relationship skills * Exceptional attention to detail * Strong technical abilities to work easily with various software * Ability to excel in a fast growing/fast paced environment, delivering accuracy while managing to deadlines where adaptability is imperative * Strong organizational skills Compensation Compensation for this position includes a base salary, equity, and a variety of benefits. The U.S. base salary range for this role is $115,000-127,000 USD. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Benefits include: * Health, dental, and vision care for you and your family * Life insurance * Mental wellness coverage * Fertility and growing family support * Flex Time Off in addition to company paid holidays * Paid family leave, medical leave, and bereavement leave policies * Retirement saving plans * Allowance to customize your work and technology setup at home * Annual professional development stipend #LI-FM1