Customer Success Operations Analyst

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.

SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.

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