CX Senior Financial Analyst – FP&A

We are seeking a strategic, highly motivated, self-driven, analytical and technically strong Finance professional to support the Customer Experience (CX) organization, including Premium Care and Professional Services. This role owns cost management and has visibility to bookings and revenue planning, and partners closely with business and finance leaders to drive insights across bookings, revenue, headcount, cost, and margin.

You’ll play a critical role in connecting operational drivers (utilization, support volume, staffing) to financial outcomes, helping the business scale efficiently while maintaining strong financial discipline. This role requires intellectual curiosity—someone who naturally seeks to understand the “why” behind the numbers and can connect the dots across financial and operational metrics to generate meaningful insights.

What You’ll Do

• Partner with CX organization to provide financial insights and decision support
• Own forecasting for headcount, operating expenses, bookings, and revenue
• Stay connected to revenue (utilization, billable rates) to analyze margin performance
• Build and maintain advanced financial models to support planning and scenario analysis
• Deliver clear Budget vs. Actuals (BvA) and executive-ready insights
• Build and maintain financial models using advance excel, Power BI and PowerPivot
• Align closely with go-to market (GTM) teams to ensure capacity planning supports bookings and revenue targets
• Own and lead the monthly close process, partnering closely with Accounting to drive the accrual cycle and ensure accurate, timely expense recognition in accordance with GAAP..
• Develop and enhance detailed financial models to forecast and analyze functional costs, identify key variance drivers, and improve forecast accuracy.
• Facilitate in-quarter monthly business reviews, enabling the organization to respond proactively to short-term budget fluctuations, while building and tracking KPIs across our businesses.
• Deliver monthly and quarterly management reporting by analyzing financial performance, synthesizing key trends, assessing business risks, and communicating clear, actionable insights to senior leadership.
• Manage multiple priorities in a fast-paced environment while consistently meeting financial deadlines

What You Bring

• 5–8+ years of FP&A or related finance experience (CX, SaaS, or Operations preferred)
• Expertise in Advanced Excel and Google Sheets, including complex formula writing and model building
• Strong experience with: PowerPivot (calculated fields, joins, unions), Power BI (dashboards, reporting), CubeValue formulas
• Proven ability to build scalable data models and integrate multiple data sources
• Experience with ERP/planning tools (Adaptive Planning preferred)
• Strong understanding of cost, headcount, bookings, revenue, and margin dynamics
• Excellent communication skills with the ability to influence stakeholders in a remote environment
• Highly organized with the ability to multitask and consistently deliver under tight deadlines
• Demonstrated intellectual curiosity with the ability to connect the dots across multiple datasets and business drivers
• High sense of accountability and ownership over outcomes
• Strong delivery focus with a “get-it-done” attitude
• Work ethic that reflects a drive to do what it takes to accomplish the mission
• Highly organized with the ability to multitask and consistently deliver under tight deadlines
  
  

Why This Role Matters

This role sits at the intersection of finance, operations, and revenue, helping leadership make informed decisions that directly impact growth, efficiency, and customer experience. You’ll have high visibility, meaningful business partnership, and the opportunity to build scalable financial models that drive real impact.