Customer Experience Professional

Position Overview

The Customer Experience Operations Professional will support the Architecture, Engineering, Construction and Owner (AECO) sector, specifically the Global Professional Services and Customer Success organizations.

This role will focus on the management and administration of global customer experience incentive and commission processes. The position will support commission plan administration, calculations, reporting, data analysis, and continuous process improvement.

The ideal candidate will be comfortable working with large datasets, Salesforce-based reporting, commission tracking, advanced Excel, and cross-functional stakeholders.

Key Responsibilities

Commission & Incentive Administration

• Support the global AECO Customer Experience organization with commission-related activities.
• Administer commission and incentive documentation and maintain accurate records.
• Perform calculations related to Customer Experience incentive programs and seller compensation plans.
• Assist with the ongoing maintenance and administration of incentive plans for global team members.
• Support commission tracking, reporting, and reconciliation activities.
• Maintain accuracy and confidentiality when handling sensitive compensation information.
• Identify and recommend improvements to commission planning and maintenance processes.

Data Analysis & Reporting

• Work with large datasets to support compensation, incentive, and operational reporting.
• Develop and maintain reporting using Salesforce.
• Perform data analysis to identify trends, discrepancies, and areas requiring further review.
• Utilize advanced Excel and/or Google Sheets to perform calculations, analyze data, and maintain reporting.
• Ensure data and reporting are accurate, complete, and delivered within established timelines.
• Utilize BI tools and compensation management systems as appropriate.

Customer Experience Operations

• Support operational activities across the Customer Experience, Customer Success, and Professional Services organizations.
• Partner with Compensation team members to address Customer Experience compensation-related business needs.
• Collaborate with cross-functional stakeholders to resolve operational and compensation-related issues.
• Support process improvement initiatives across compensation planning and administration.
• Manage multiple priorities and changing business requirements within a matrixed environment.

Required Qualifications

• Strong mathematical and analytical skills.
• Advanced proficiency with Microsoft Excel and/or Google Sheets.
• Experience with Salesforce reporting and analytics.
• Experience supporting Customer Experience, Customer Success, or related business operations.
• Experience with data analysis and reporting.
• Experience supporting commission or incentive plan administration.
• Comfortable working with large datasets and detailed calculations.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to effectively manage competing priorities and deadlines.
• Strong organizational skills and attention to detail.
• Ability to handle confidential and sensitive information with discretion and sound judgment.
• Ability to adapt to changing priorities and thrive within a matrixed environment.

Preferred Qualifications

• Experience with Business Intelligence (BI) tools.
• Experience with compensation management software.
• Previous experience supporting global teams or compensation programs.
• Experience identifying and implementing process improvements.

Key Skills

• Salesforce Reporting & Analytics
• Customer Experience / Customer Success Operations
• Commission Plan Administration
• Incentive Compensation
• Advanced Excel
• Google Sheets
• Data Analysis
• Reporting & Analytics
• Large Dataset Management
• Commission Tracking
• Process Improvement
• Stakeholder Management
• Cross-Functional Collaboration
• Problem Solving
• Confidential Data Management
• Communication Skills