Customer Success Operations Analyst

2 weeks ago

Austin, Texas, United States data Full time

Overview: We are seeking a Customer Success Operations Specialist to enhance our Customer Success division.

Role Responsibilities:

  • Utilize your passion for technology, data, and processes to assist our Customer Success organization by managing the Gainsight system and crafting, documenting, and facilitating the utilized processes.
  • Report directly to the VP of Customer Success while acting as a strategic ally to the broader Customer Experience team, offering insights in system integrations and data analysis.
  • Possess a deep understanding of Gainsight's advantages, limitations, and configurations, while supporting related business processes.
  • Collaborate with stakeholders to implement solutions that enhance both the company and the system.
  • Adopt a solution-oriented mindset, consistently delivering value to users.
  • Maintain a practical approach to developing solutions while being open to learning new technologies and methodologies.

Key Objectives:

  • Design and implement processes, workflows, and automations that improve internal efficiencies and elevate the effectiveness of our Customer Success team, ultimately delivering enhanced value to our clients.
  • Facilitate repeatable outcomes with customer-facing teams, empowering them to manage their client relationships more effectively.
  • Oversee daily administration, configuration, and troubleshooting of the Gainsight environment.
  • Provide both technical and functional support to Gainsight users and related applications.
  • Assist the customer success team in presenting solutions that meet stakeholder needs.
  • Enhance Gainsight dashboards and reports to align with end-user requirements.
  • Create Gainsight flows to automate business processes and improve data integrity within the Gainsight environment.
  • Collaborate with the team to offer daily end-user support through various channels.
  • Manage the intake of requirements for platform changes, participate in focus group sessions, and validate requirements with managers and end users.
  • Document and track identified system issues until resolution.
  • Operate in an agile and dynamic environment to respond promptly to evolving project needs.
  • Conduct system maintenance, upgrades, and completions.
  • Facilitate systems integration with our data engineering and sales operations teams, ensuring seamless data flow between key systems like Salesforce and JIRA.
  • Support internal and customer success enablement initiatives.

Qualifications:

  • 4+ years of experience in Customer Success Operations within a high-growth SaaS environment.
  • 2+ years of experience with Gainsight (Level 1 Certification required; Level 2+ preferred).
  • Proficiency in JIRA, Salesforce, and Slack/Mac/Gmail.
  • Experience in customer-facing roles in B2B settings.
  • Strong written and verbal communication skills.
  • Data expertise in querying (SQL, Gainsight), analysis (Tableau, Excel/gSheets), summarizing (pivot tables, charts, slides), and reporting (dashboards, repositories).
  • Experience in building custom reports and analytical thinking regarding metrics.
  • Ability to review and comprehend data for dashboard and report creation.
  • Understanding of customer health score analysis and improvement.
  • Ability to build and maintain robust relationships with Technology and Customer Success partners.
  • Experience working across time zones and with diverse audiences, including executives.
  • Experience in the data and analytics industry is a plus.

Ideal Candidate Traits:

  • An inquisitive problem solver who digs deep to uncover underlying issues.
  • An expert operator who enjoys creating efficient systems.
  • A meticulous organizer with a knack for establishing order and attention to detail.
  • A collaborative partner who values cross-functional teamwork and advocates for positive change.
  • A true facilitator who enjoys empowering others to excel in their roles.
  • A self-starter who takes initiative to improve systems and sees projects through to completion.

Benefits:

  • Competitive compensation with a generous bonus program.
  • Fully covered health, vision, and dental insurance premiums for your family.
  • Company-paid life insurance, short and long-term disability insurance, and legal coverage.
  • Flexible remote work environment with open PTO.
  • Charitable donation matching and community engagement opportunities.
  • Wellness programs tailored to individual needs.
  • Quarterly events for all employees.
  • A supportive team of dedicated and experienced colleagues.

We are committed to diversity and encourage individuals from underrepresented groups to apply. We are an Affirmative Action and Equal Opportunity Employer, ensuring all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We believe that a diverse workforce fosters creativity and innovation, leading to the best outcomes for our community and clients.

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