About the Role

As a member of our Business Operations team, you will partner with our Customer Experience (CX) organization to drive positive outcomes for our clients. You will work on the team’s technology stack, processes and workflows, and assisting in analyzing the strengths and weaknesses of our customer lifecycle. Strong collaboration, attention to detail, and project management skills are key to success in this role.

Responsibilities

• Administer and Architect Lattice’s Gainsight instance
• Create workflows and processes that drive efficiency for all roles in the Customer Experience organization, including product support and commercial functions
• Analyze and improve our customer lifecycle to drive positive outcomes for our clients and for Lattice
• Report on key instances in the customer lifecycle such as implementation, renewals, and retention

Qualifications 

• You have 2+ years of experience in an operational role in a technology company, or as a member of a Customer Experience organization
• You have experience administering or architecting key technologies including Gainsight and Salesforce
• You have a well-rounded understanding of typical post-sales processes and team structures at SaaS companies
• You have the ability to suggest and pitch process improvements or efficiencies to improve operational outcomes
• Bonus points for experience in business analytics, especially with SQL, and using business intelligence tools to build reporting and analyze trends

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where innovation is happening all around us, there's commonality – people are driving these changes. We offer a solution that helps companies put employees first. Lattice is a people management tool that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. Since launching in 2016 we have grown to over 1,800 customers globally, including brands like Slack, WeWork, Reddit, Glossier, and Asana.

Why Lattice?

• The opportunity to join a very fast growing company built by an ambitious team that’s passionate about solving customers’ needs and loves coming to work every day. (That’s not rhetoric, we really mean it.)
• A culture that supports and promotes professional growth and development
• Competitive salary, equity, and benefits
• Centrally located FiDi office
• Flexible vacation/time-off policy
• Other fun perks like continuous learning reimbursements, office snacks & team trips

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Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.