Senior Customer Success Operations Analyst
The GTM Productivity and Execution team is responsible for the overall productivity and effectiveness of the CS & Sales organizations. We partner closely with those groups, along with Product, Finance, Marketing and IT to drive strategic initiatives. This role will be a key player in improving our internal processes to enhance the customer experience.
This is an amazing opportunity for a process-focused, self-motivated and creative individual looking to make an immediate impact. This role is critical to our organization as it promotes the development of our most important asset, our customer-facing talent.
Your Work:
Work alongside our Customer Success, Services, Tech Support and Sales teams to understand their processes and pain points, applying creative solutions to optimize and expand the customer impact
Consult with internal stakeholders to drive engagement with customers and product adoption
Support execution of scaling our customer success engagement model through playbook development and process refinement.
Support requirements for system, reporting and tools improvements with Operations and IT partners.
Document workflows and processes and ensure they're reflected in our knowledge management system
Project manage initiatives that drive customer engagement to support our retention, expansion, and customer satisfaction targets
Monitor CS activity to ensure team is following defined processes and procedures
Communicate system or process changes to impacted teams via email, meetings, and weekly newsletter
Support the delivery of training sessions to enable organization on process changes and projects in flight
Qualifications:
4+ years in CS, Support or other customer-facing role, preferably in a SAAS B2B company
Takes high degree of ownership and drives progress on multiple projects while meeting deadlines
Clear communicator with professional presence
Ability to break down ambiguous problems into concrete, manageable components
Natural problem-solver who seeks out creative solutions using process + technology
Extremely detail oriented with a focus on data quality and hygiene
Tech savvy, ability to learn new tools and systems quickly
Experience with Quickbase, Gainsight, Financial Force, Highspot, and Salesforce a plus
Bachelor's degree required