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Customer Success Operations Analyst
2 months ago
We are seeking a Customer Success Operations Specialist to enhance our Customer Success division.
Your role will involve utilizing your expertise in technology, data, and operational processes to assist our Customer Success organization by overseeing the Gainsight system and developing, documenting, and implementing essential processes.
Key ResponsibilitiesReporting to the VP of Customer Success, you will act as a strategic collaborator with the broader Customer Experience team, offering insights in system integrations and data analysis to various departments including Support, Onboarding, and Education and Training.
Core Duties Include:
- Designing and launching processes, workflows, and automations that enhance internal efficiencies and elevate the effectiveness of our Success team.
- Driving consistent outcomes with customer-facing teams to optimize customer management.
- Administering, configuring, and troubleshooting our Gainsight environment on a daily basis.
- Providing both technical and functional support to Gainsight users and related applications.
- Assisting the customer success team in presenting solutions that meet stakeholder needs.
- Creating and refining Gainsight dashboards and reports to fulfill end-user requirements.
- Developing Gainsight flows to automate business processes and enhance data quality.
- Collaborating with the team to offer everyday end-user support.
- Managing the intake of requirements for platform changes and participating in focus group sessions.
- Logging and tracking identified system issues until resolution.
- Working in an agile environment to respond promptly to evolving project needs.
- Facilitating systems integration with data engineering and sales operations teams for effective data reporting and synchronization.
We are looking for candidates with:
- A minimum of 4 years of experience in Customer Success Operations within a high-growth SaaS environment.
- At least 2 years of experience with Gainsight (Level 1 Certification required, Level 2+ preferred).
- Proficiency in JIRA, Salesforce, and Slack.
- A background in customer-facing roles in B2B settings.
- Strong communication skills, both written and verbal.
- Data expertise in querying (SQL, Gainsight), analysis (Tableau, Excel), and reporting (dashboards).
The ideal candidate will be:
- An inquisitive problem solver who digs deep to uncover underlying issues.
- An expert operator with a passion for building efficient systems.
- A meticulous organizer with a knack for creating order from chaos.
- A collaborative partner who values cross-functional teamwork.
- A proactive self-starter who takes initiative in improving systems.
We offer a competitive compensation package, including:
- Comprehensive health, vision, and dental insurance for your family.
- Company-paid life insurance and disability coverage.
- A flexible remote work environment with open PTO.
- Opportunities for charitable contributions and community engagement.
- Wellness programs tailored to individual needs.
If you possess the unique blend of skills and qualities we seek, we look forward to connecting with you.
