Customer Experience Operations Senior Analyst

Responsibilities

Parchment Operational Lead : Lead post‑sale operational alignment for Parchment, ensuring accurate data flows between Salesforce and Gainsight and providing Customer Experience teams with the tooling necessary to achieve integration milestones.

Scrappy Problem Solving : Act as first responder for CX operational blockers, performing manual data cleanup for renewal forecasting or quick Salesforce workflow fixes to get results quickly.

Process Design & Implementation : Translate business requirements from Parchment and specialized BU leaders into scalable, friction‑reducing workflows; design, test, and ship improvements to the customer journey for both internal teams and customers.

Data Integrity & Reporting : Maintain the source of truth for assigned business units and build/manage Salesforce and Tableau reports to track renewal risk, adoption, and bookings.

Cross‑Functional Coordination : Serve as connector between CX, Sales Ops, and Enterprise Systems (IT), proactively identifying blockers, proposing actionable solutions, and driving initiatives to completion with minimal oversight.

Stakeholder Enablement : Develop quick‑reference guides and lead training sessions for frontline managers to promote adoption of new operational processes globally.

Qualifications

• 3–5 years of experience in Sales Operations, Customer Success Operations, or similar GTM operational roles; ready to own a business unit or functional territory.
• Deep familiarity with Salesforce objects, reporting, and dashboarding; understanding of data architecture impacting the post‑sale customer journey.
• Demonstrated execution bias; thrives in ambiguity and solves problems proactively without waiting for detailed step‑by‑step instructions.
• Analytical mindset; skilled with large datasets, proficient in Excel or Google Sheets.
• Strong communication skills; able to translate technical and business requirements across diverse stakeholder groups, including senior leadership.
• Bonus: Experience with Gainsight or similar Customer Success platforms.
• Bonus: Background in EdTech, especially working with Parchment, Canvas, or other education technology solutions.
• Bonus: Project management experience using Smartsheet, Asana, or similar workflow tracking tools.

Benefits

Competitive compensation, plus all full‑time employees participate in our ownership program.

Versatile work culture with remote, hybrid, and in‑office collaboration spaces varying by role, team, and location.

Generous time off, including local holidays and our annual "Dim the Lights" period in late December, when teams are encouraged to step back and recharge based on departmental needs.

Comprehensive wellness programs and mental health support.

Annual learning and development stipends to support your growth.

The technology and tools you need to do your best work.

Motivosity employee recognition program.

Culture rooted in inclusivity, support, and meaningful connection.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti‑discrimination laws in every country where we operate.

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