Job Description

Guideline is seeking a Customer Success Business Analyst to join its growing team. This role will be within the Analytics and Infrastructure stack under the Customer Success organization. In this role, you will be responsible for the implementation and optimization of the Customer Success team’s tooling and associated workflows. This role is highly collaborative and impactful, working with Customer Success leadership to directly impact top level business metrics and KPIs. This role is available in Portland, ME; Austin, TX; and San Diego, CA

About Guideline

At Guideline, we offer the easiest, most affordable, most comprehensive retirement platform so Americans can invest in their future.  We apply technology and expertise to disrupt an old-school financial services retirement industry. In every function and at every level, we are creative problem solvers. We are curious and always looking for new, better, more scalable ways to deliver a confidence-inspiring retirement experience to our small business owners and their employees. We want our customers to feel confident at every step of the journey by knowing what to expect, getting accurate results, on-time, every time and building amazing, integrated partnerships. In just a few years we've grown to over 20,000 small businesses with 300,000 small business employees saving over $4 billion on Guideline’s retirement platform. We have raised $344M with top-tier investors to transform America’s retirement industry. We have 250 employees located in four offices in San Mateo, CA; San Diego, CA; Austin, TX; and Portland, ME as well as remote opportunities. 

Responsibilities

• Provide ongoing support and training for the team's tooling and associated workflows
• Analyze data to identify strategic opportunities to improve the team’s performance and CX
• Assist in the development of dashboards to provide insights into operational efficiencies
• Be a partner in the creation of monthly publications such as the Voice of the Customer
• Partner with stakeholders to understand/gather requirements for internal process improvement
• Serve as a trusted resource for ad hoc reporting, while ensuring data accuracy and integrity
• Develop data visualizations and presentations for Customer Success leadership

Qualifications

• 2+ years experience in  project management leading complex, cross-functional strategic initiatives including customer success, customer support, operations
• 2+ years experience administering customer support platforms and CRMs (Salesforce, Zendesk)
• Experience with project management tools (JIRA, Asana, Confluence)
• Strong analytical skill set (SQL, BigQuery, Looker)
• A collaborative, organized, confident, proactive, and analytical influencer 
• Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
• Bachelor’s degree preferred 

Employee Benefits

• Flexible Vacation Policy
• 401(k) Matching
• 100% coverage of Health / Vision / Dental
• Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.