FloQast
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Remote

Customer Success Operations Analyst (Remote)

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FloQast is seeking a Customer Success Operations Analyst to support the Customer Success organization's internal operations and growth. This person will be an integral contributor to our overall Customer Success strategy and will work directly with management to drive process improvements and operational efficiency to enable FloQast to continue to provide a best-in-class customer experience. This role requires someone who is organized, process-oriented, data-driven, eager to learn, and not afraid to execute quickly. 

This person will be responsible for leveraging our customer and product usage data to effectively deliver strategic insights across the broader Customer Success organization. This person will also drive digital operations initiatives across the CS org to ensure peak efficiency and consistent improvements in how we scale our processes.

*Visa sponsorship is NOT available at this time

What You'll Do:

Reporting & Analysis:

  • Play a key role in defining customer data strategy; expand Business Intelligence, Gainsight, and Salesforce reporting to gather deeper insights on customer health, risk tracking, and renewal probability. 
  • Develop and maintain standardized reports and dashboards in Gainsight, Salesforce, Looker, etc.
  • Distill down actionable insights from large datasets leveraging both your ability to analyze data and understand the business context.
  • Partner with CS Leadership to collect and measure key performance metrics and assist with Board reporting.
  • Perform ad hoc analysis and reporting requests.

Process Improvements:

  • Work cross-functionally with CS leadership, CS Enablement, Product, Sales/Account Management, and other internal teams to standardize and streamline processes by tracking areas of opportunity in lifecycle stages such as onboarding, renewal, expansion, etc.
  • Identify opportunities for process automation and optimization via Gainsight, with a focus on scalability and driving significant growth.
  • Collaborate with Customer Success Enablement on internal Gainsight training and best practices, and curate content and playbook development to allow the team to more efficiently and consistently deliver customer outcomes.
  • Maintain alignment on strategic initiatives across all Customer Success pillars to properly adjust Gainsight to assist the CS team in working towards collective goals around said initiatives.

Systems Management:

  • Support the administration and data hygiene of Salesforce, Gainsight, Looker, and other internal tools related to the Customer Success team's usage.
  • Aid in the rollout and adoption of new tools.
  • Handle inbound CS Operations ticket requests.

Digital Operations:

  • Manage all customer-facing email programs in our CSM tool (Gainsight), including templates, contact lists, and program automation.
  • Act as a liaison across Marketing, Product, Customer Success, and Account Management on their multi-product Go-to-Market communication strategy for both new features and product launches.
  • Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post-initial sale).

What You'll Bring:

  • Gainsight Admin Experience required. Gainsight Administrator Certification is a plus
  • 2-3 years of Customer Success experience preferred, preferably on a managerial level where reporting and visibility were critical aspects of the role.
  • Demonstrated success in an operational role, ideally with a focus on Client Success within the SaaS industry, is a plus.
  • Expertise in CS tools such as Salesforce, Gainsight, and other SaaS and Data Visualization tools.
  • Understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs).Data and results-driven contributor.
  • Expertise in Excel and advanced analytical skills with experience building reports in dashboards in Business Intelligence tools.
  • Independent problem solver and make well-thought-out decisions on complex or ambiguous data issues.
  • Ability to leverage communication and interpersonal skills to build relationships and be persuasive and persistent at all levels of the organization.
  • Be the bridge between the data and the business, and be able to collate data into easy-to-understand, actionable insights.
  • Outstanding written and verbal communication skills, including listening and ability to explain multi-step processes and functional technologies; ability to deliver user training.
  • You have a scrappy “get-things-done” mentality.

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About FloQast www.floqast.com
Recognized as a 2021 Technology Fast 500 by Deloitte, FloQast is the leader in accounting workflow automation created by accountants for accountants. The cloud-based, AI-enhanced software is trusted by more than 1,600 accounting teams, including those at Snowflake, Twilio, Instacart, Zoom, and The Golden State Warriors. In July 2021, FloQast raised a $110 million Series D at a $1.2 billion valuation — and we’re growing!

What We Do
By automating common accounting workflows and helping to streamline and make them more efficient, FloQast is the place where accounting teams want to work so they can focus on what matters most, even when that’s just logging off on time. Whether automating reconciliations, documentation requests, or streamlining recurring accounting processes, such as the month-end close, financial reporting, or payroll, FloQast enhances the way accounting teams already work to help them operate more efficiently.

Here’s Why You Should Apply
- When we say our customers’ success is our priority, we’re not lying. Check us out on G2 Crowd and read a few of the 275+ 5-star reviews!

- Why do 95% of reviewers on Glassdoor say they would refer FloQast as an employer to a friend? Maintaining a collaborative, open, and fun company culture regardless of where FloQasters are located can be tricky, but we’re up to the task. Check out what actual FloQast employees have to say on Glassdoor.

- FloQast offers competitive compensation, stock options, full benefits, and a positive and supportive work environment

- FloQast is regularly rated as one of the best places to work:
- Inc. Magazine’s Best Workplaces in 2021
- Best Places to Work by LA Business Journal since 2017
- Built In’s ​​Best Place to Work in Los Angeles since 2018

Don't meet every single requirement listed on the job ad? We encourage you to consider applying anyway! You may be the right candidate for this role or for our other open roles.

FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.

If you are a Colorado, Connecticut, or New York City resident, please contact us by emailing [email protected] to receive compensation and benefits information for this role. Please include the job title in the subject line of the email

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Candidate Location Eligibility:
Los Angeles, CA

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What are FloQast Perks + Benefits

FloQast Benefits Overview

FloQast offers a range of employee benefits including: competitive compensation, stock options, 100% employer paid Medical, Dental, Vision plans for employees and their families, Group Life Insurance, Short Term and Long Term Disability, Flexible Spending Account, unlimited vacation, fun social events. access to free online therapy and a positive and supportive work environment.

Culture
Volunteer in local community
FloQast partners with Big Brothers Big Sisters of LA for a mentorship program with local at-risk high school youth. We invite our employees to volunteer as "Bigs" in the program.
Partners with Nonprofits
FloQast has partnered with Holiday Heroes, a Chicago based charity, to launch the Los Angeles chapter. Holiday Heroes partners with local hospitals to provide parties for terminally ill children.
Friends outside of work
Eat lunch together
Intracompany committees
FloQast has a Social Committee that plans and organizes fun events every quarter ranging from virtual cooking, baking, tasting, crafting, and even kids classes!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Our recruiting team offers an unconscious bias training for all employees who participate in the interview process to help make the candidate experience fair.
Mean gender pay gap below 10%
Diversity Employee Resource Groups
FloQast has 5 Employee Resource Groups (so far!) where our employees can join and build a community with each other and share resources.
Hiring Practices that Promote Diversity
Applicants can submit anonymous demographic data during the application process which HR monitors for a diverse pipeline and to ensure candidates are being treated equitably in each interview stage.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A Medical and Dependent Care FSA is offered to all US employees.
Disability Insurance
FloQast offers fully paid Short Term and Long Term Disability plans to US employees.
Dental Benefits
FloQast pays 100% of Dental Insurance premiums for employees and their families.
Vision Benefits
FloQast pays 100% of Vision Insurance premiums for employees and their families and offers a buy-up plan if desired.
Health Insurance Benefits
FloQast pays 100% of Medical Insurance premiums for employees and their families and offers a buy-up plan if desired.
Life Insurance
FloQast offers free Group Life Insurance and the option to purchase more out of pocket if desired.
Pet Insurance
FloQast offers a discount on Pet Insurance as well as a plan that offers discounts and savings on vet care, prescriptions and preventative care.
Wellness Programs
Team workouts
FloQast provides virtual Yoga to our employees!
Mental Health Benefits
Free access for all Employees and their dependents to Talkspace, an online therapy platform.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
FloQast subsidizes the use of the baby bassinet SNOO for new parents, it helps buy back at least 1 hour of sleep per night with a newborn.
Generous Parental Leave
FloQast provides 16 paid weeks to birthing parents and 12 weeks paid weeks to non-birthing parents for Parental Leave.
Flexible Work Schedule
Remote Work Program
FloQast's Employee Choice policy allows employees to choose to be hybrid or remote!
Family Medical Leave
FloQast follows state and federal law in regards to job protected leave.
Adoption Assistance
FloQast provides 12 weeks paid weeks to non-birthing parents for Parental Leave.
Return-to-work program post parental leave
Company sponsored family events
FloQast hosts virtual events for employees with children ranging from petting zoos to craft classes.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
FloQast has partnered with Big Brothers Big Sisters of Los Angeles to provide a virtual workplace mentoring program to at-risk youth in the Los Angeles, CA area.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Ample parking is available at our physical locations.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Remote employees are provided with reimbursement limits to purchase certain office equipment for their at home workspace.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
FloQast hosts a Quarterly Lunch and Learn where all Department Heads will present on their team initiatives, goals, accomplishments and provide insight into how their input affects company operations.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Paid industry certifications

Additional Perks + Benefits

Competitive compensation; Medical, Dental, Vision 100% employer paid for Employees, Spouse and Dependents!; Group Life, Short Term and Long Term Disability at no cost to Employees; Flexible Spending Account (FSA); Fast growth and opportunity for career growth; Positive and supportive work environment; We're always looking for more ways to enhance employee benefits as we grow as a Company!

An Insider's view of FloQast

What are some social events your company does?

Our Company regularly schedules fun social events such as Family Picnics, Bowling Parties, Escape the Rooms, and volunteer events to clean up local beaches!

Adey

Director, Human Resources

How do you collaborate with other teams in the company?

I started in Sales and worked closely with various Go To Market teams, now being in Product I work closely with Product and Engineering. At any moment, anyone from these departments make the time to give me feedback on a prototype or user flow because we all truly care about creating a product that is valuable and brings delight to our customers.

Brendan

Product Designer

What makes someone successful on your team?

Each Engineer has the opportunity to help make our product more successful. If they are motivated to learn new technologies, help refine our process, conceptualize solutions or knock it out, they will fit right in. There is room for all levels of growth and we really want to foster that growth at FloQast.

James

Principal Software Architect

How do you empower your team to be more creative?

Upper management is very accessible to the team, but we try to foster an ego-free, highly collaborative culture where everyone's ideas are welcomed and appreciated.

Amit

VP of Engineering

What’s the vibe like in the office?

Since we shifted to working from home, I've noticed that the constant buzz I love about FloQast hasn't changed at all. There's this quiet sense of purpose across all teams that makes me enthusiastic about logging on each morning. Being able to contribute is so fulfilling that you can't help but get excited about work each day

John Siegel

Content Creation Manager

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