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Customer Success Operations Analyst
FloQast, United States
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Sep 3, 2022
Last Date
Oct 3, 2022
Location(s)
Job Description
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:- 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.
- Gainsight Administrator Certification is a plus.
#LI-Remote#LI-SB1 Job Specification
FloQast
Information Technology and Services - San Jose, United States