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Customer Success Operations Analyst
3 months ago
At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite tools** **TestComplete, Swagger, Cucumber, ReadyAPI, Zephyr** **are trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations - including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft.
**Customer Success Operations Analyst**
- The Customer Success Operations Analyst plays a pivotal role in the operational and technical facets of customer success. This mid-level position involves managing day-to-day tasks related to monitoring customers, creating relevant metrics, optimizing internal systems, and leveraging product data to enhance customer-centric metrics.
- Reporting directly to the Director of GTM Analytics, the CS Operations Analyst collaborates closely with Customer Success Managers, Customer Adoption Engineers, Account Managers, and members of the R&D team to drive positive outcomes for clients. This is a pioneering role, requiring a self-motivated, problem-solving individual who can think creatively to develop innovative solutions.
- Strong proficiency in SQL for data querying and manipulation, with experience in Salesforce (Lightning Apps, Process Automation Flows, Objects, Notifications, Integrations etc.) and Snowflake/Tableau being highly advantageous.
**About the role**
**As a Customer Success Operations Analyst, you will**:
- **Account Metrics Management**: Calculate, monitor, manage, and report relevant account metrics and health scores for assigned clients, providing insights to inform decision-making and drive customer success initiatives.
- **Internal Systems Management**: Work cross functionally for optimization of internal systems, ensuring alignment with business objectives and facilitating efficient workflows.
- **Operational Improvements**: Continuously review and enhance internal customer success operations, streamline cross-departmental processes, and drive collaborative projects to improve overall efficiency and effectiveness.
- **Product Data Analysis**: Utilize product usage data to identify trends and patterns, correlating product data with customer-centric metrics such as retention rates to drive informed decision-making and enhance customer success strategies.
**We are looking for you if you have**:
- **Experience**: Minimum 2 years of experience in Customer Success or related go-to-market fields, with demonstrated expertise in Operations or Technical roles. Relevant courses or training are advantageous.
- **Analytical Skills**: Proficient in analyzing metrics to identify trends, correlations, and opportunities for optimizing customer success strategies and driving positive outcomes.
- **Reporting**: Advanced reporting skills with the ability to communicate operational data effectively to cross-functional internal stakeholders, informing decision-making and driving alignment.
- **Data Management**: Strong proficiency in SQL for data querying and manipulation, with experience in Salesforce (Lightning Apps, Process Automation Flows, Objects, Notifications, Integrations etc.) and Snowflake/Tableau being highly advantageous.
- **Data Visualization**: Familiarity with data visualization tools like Tableau or Snowflake, with the ability to create compelling visualizations to communicate insights effectively.
- **Product Knowledge**: Understanding of product usage data and its correlation with customer-centric metrics such as retention, demonstrating the ability to leverage this knowledge to drive customer success.
**Why you should join the SmartBear crew**:
- You can grow your career at every level.
- We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
- We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
- We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically - the whole person.
- We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.
**Did you know?**
- Our main goal at SmartBear is to make our technology-driven world a better place.
- SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
- SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
- We've won major industry(product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.
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