Customer Experience Operations Analyst

Who are we:

Eptura is a global worktech company that digitally connects people, workplaces, and assets in a unified platform to enable our customers to thrive. With 25 million users across 115 countries, we are trusted by the world’s leading companies, including 45% of Fortune 500 brands, to realize a better future at work.

Role Overview:

The Customer Experience Operations Analyst will specialize in overseeing the provisioning and activation of Eptura’s SaaS products, as well as managing the suspension and decommissioning of these products when a customer contract is not renewed. This role is critical in driving the reporting of product usage, identifying risks associated with under and over-utilization of products compared to purchased subscriptions. The insights gained will support risk identification for future renewals and create upsell opportunities.

Responsibilities:

• Oversee the provisioning and activation of Eptura’s SaaS products.
• Manage the suspension and decommissioning of SaaS products when customer contracts are not renewed.
• Drive detailed reporting on product usage, identifying under and over-utilization risks.
• Collaborate with cross-functional teams including Revenue Operations (RevOps), Business Applications, Finance, and Cloud Operations to support business objectives.
• Identify risks for future renewal and upsell opportunities based on product usage data.
• Define, improve, and automate business processes to enhance operational efficiency.

About you:

• 3-5 years in operational roles
• Strong attention to detail and a passion for data analysis.
• Experience in defining, improving, and automating business processes.
• Experience collaborating effectively with RevOps, Finance, and Cloud Operations.
• Prove ability to work independently and manage multiple tasks and projects simultaneously
• Demonstrable analytical and problem-solving skills
• Proficiency in using Excel and Salesforce for reporting purposes.
• Excellent communication and presentation skills.

Benefits: 

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 10 public holidays
• Employee Assistance Program

Eptura Information:

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world