SMB Customer Operations & Intelligence Strategist

Linda Werner & Associates

11d•Remote

About The Position

We are seeking an SMB Customer Operations & Intelligence Strategist to support a high impact customer intelligence and advocacy team focused on understanding the needs, experiences, and sentiment of small and medium sized businesses. This role sits at the intersection of customer intelligence, editorial strategy, storytelling, operations, and stakeholder engagement. The ideal candidate can take qualitative customer signals and turn them into clear, compelling intelligence that informs product, marketing, and business decisions. They will also own key operational workflows, produce customer storytelling assets, coordinate listening sessions, and continuously improve how insights are delivered and acted upon. This is a highly cross functional role for someone who combines strong narrative instincts with operational rigor and is comfortable presenting to senior stakeholders.

Requirements

Strong editorial, writing, and narrative skills with the ability to synthesize qualitative information into clear, actionable intelligence
Experience translating customer research, feedback, or community insights into recommendations for internal stakeholders
Video editing and storytelling experience using Descript or similar production tools
Strong operational and process improvement skills with the ability to evaluate what is working and improve what is not
Demonstrated cross functional stakeholder management experience
Comfortable presenting insights and recommendations to leadership audiences
Experience managing multiple concurrent projects, requests, and deadlines in a fast paced environment
Strong judgment and ability to prioritize effectively in high volume environments
Comfortable operating with ambiguity and making decisions without complete information
Experience incorporating AI tools into research, content, operational, or productivity workflows
English (Required)

Nice To Haves

Experience supporting SMB customers, advertisers, communities, or customer advocacy programs
Familiarity with digital advertising products and the SMB customer lifecycle
Experience working within large technology or highly cross functional organizations
Experience with community platforms, Salesforce, CRM systems, intake tools, or customer insight repositories
Background spanning customer insights, research operations, community strategy, content strategy, customer advocacy, or product marketing

Responsibilities

Own the editorial strategy, narrative direction, and end to end production of recurring customer intelligence reports
Synthesize qualitative customer feedback into concise, actionable insights and recommendations
Produce topic specific intelligence reports and support recurring customer sentiment reporting
Evaluate whether intelligence outputs are driving engagement, connections, and business decisions
Recommend and test new formats and approaches based on stakeholder needs and effectiveness
Prioritize topics for deeper analysis in partnership with community and insights partners
Cross reference customer findings with research, product roadmaps, marketing priorities, and go to market initiatives
Present findings and recommendations to cross functional and leadership audiences
Develop compelling customer narratives for internal product, marketing, and leadership audiences
Produce and edit video content using Descript or similar tools
Select customer moments, sequence content, and create cohesive narrative arcs
Develop and evolve a library of written, video, and audio customer stories
Package customer voice assets for leadership briefings, product reviews, and planning sessions
Experiment with new storytelling formats based on audience feedback and engagement
Support live customer listening sessions, including recording, timing, flow, and host coordination
Manage stakeholder invitations, calendars, communications, and session tracking
Improve listening session formats, customer recruitment strategies, and question design
Build relationships with internal teams consuming customer insights and adapt outputs to their needs
Manage and prioritize a high volume of incoming customer activation and intelligence requests
Coordinate scope, timelines, deliverables, and expectations with cross functional partners
Recommend appropriate activation approaches based on business needs, research priorities, and upcoming initiatives
Continuously improve intake and triage processes for efficiency and stakeholder experience
Coordinate execution across community and program partners while escalating strategic decisions as appropriate
Build relationships with stakeholders across Product, Product Marketing, Sales Enablement, Business Marketing, and related teams
Help develop standards and best practices for customer intelligence across the organization
Support initiatives such as recurring intelligence briefs, insight to action tracking, and reporting standards
Identify opportunities to connect customer insights to product, marketing, and business decisions
Maintain the quality and integrity of customer proof points, stories, and intelligence repositories
Manage product and guidance mapping and recurring partner updates
Maintain customer signup and data workflows
Track insights through to actions, decisions, and outcomes
Identify opportunities to improve operational systems and reporting processes