Customer Automation and Data Management Specialist

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers connect and simplify their operations, keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.
Cin7 is expanding very quickly with a mission to empower product sellers to thrive by making selling as easy as buying. We are committed to this mission to become the leading Inventory Management Software brand in the world.
Serving over 8,000 customers globally, processing more than 125 million orders per year, and supporting over $35B of Gross Merchandise Value, Cin7 has been rated best overall in inventory management software in 2024 by Forbes Advisor.
How you'll make an impact:
As a Customer Automation and Data Management Specialist at Cin7, you'll optimize platforms like ChurnZero (CSP) and Zendesk (Customer Support Tooling) to drive customer engagement, streamline workflows, reduce churn, and enhance reporting capabilities. The role focuses on designing effective workflows (Plays), leveraging A, maintaining high data integrity, and working with the Senior Manager of Customer Operations to deliver key insights aligned with Cin7 organizational goals. This position will report to the Senior Manager of Customer Operations. 
The ideal candidate for this role is eager to build high-impact processes, is increasingly curious about optimization, and can manage multiple workstreams.

Here's what you'll do in this role:

• Design, implement, and optimize ChurnZero Plays to enhance customer engagement, retention, and satisfaction.
• Collaborate with Customer Success, Marketing, and Services to identify triggers for Play activation.
• Regularly evaluate Play performance metrics (engagement rates, retention rates, etc.) and conduct A/B testing to refine workflows.
• Perform quarterly audits to align Plays with evolving business objectives and customer journey improvements.
• Configure and optimize Zendesk workflows, including ticket routing, automation, macros, triggers, and custom fields.
• Troubleshoot platform issues and ensure compliance with internal policies and security standards.
• Serve as the primary point of contact for Zendesk and ChurnZero platform inquiries, providing training and documentation to internal teams.
• Oversee and optimize AI tools in Zendesk and ChurnZero, including:
• AI-driven Chatbots: Work cross-functionally with content and support teams to ensure high-quality GenAI customer experience
• Agent CoPilot and Agent AI: Enhance agent productivity with predictive suggestions and content support.
• QA Tools: Monitor and optimize AI-powered quality assurance for consistency in customer interactions
• Maintain quality of churn / upsell / downsell analysis reports to identify patterns, risk factors, and opportunities for retention.
• Analyze churn and usage data (e.g., by industry, customer size) to uncover trends and deliver actionable insights.
• Maintain quality reports and dashboards for key metrics (e.g., engagement, churn, CSAT, agent efficiency).
• Provide data-driven recommendations to the Support and Success Team.
• Conduct regular audits to identify and correct inconsistencies, duplicates, and outdated records across ChurnZero, Zendesk, and integrated platforms.
• Manage and report data hygiene best practices to maintain reliable and accurate datasets.
• Troubleshoot data syncing issues and maintain consistent data flow for accurate reporting.
• Ensure all data management practices comply with privacy regulations (e.g., GDPR, CCPA) and organizational security standards.

Here's what you'll bring with you:

• Minimum 4 years of relevant experience: Operations, Support, and/or Success functional experience in a SaaS environment
• Strong business acumen, analytical and problem-solving skills; a process orientation and an innovative mindset
• 2-4 years experience with ChurnZero Admin Portal, Zendesk Admin Center, Explore, or AI tools.
• Minimum 1 year of experience building automations and routing rules in business systems
• Minimum 2 years of experience capturing, measuring and reporting key metrics and KPIs
• Strong analytical and problem-solving skills for reporting and optimization.
• Ability to train teams and communicate effectively across departments.
• Expertise in data management, reporting automation, and system integrations

In return, we offer:

• Competitive benefits include medical, dental, vision, and a 401k company match program.
• A flexible PTO policy allowing