The Customer Success Operations Analyst is responsible for enhancing company efficiencies and productivity via cross-functional process development. This individual will become intimately knowledgeable in the tools that the various CS departments leverage including, but not limited to: Support Ticketing, CRM software (Gainsight & Salesforce), Project Management, SOCi Knowledge Base, Learning Management System, etc. The analyst will work with each CS department (CSMs, Professional Services, Implementation, Support, and Training) to document and maintain lists of workflow processes/playbooks to ensure consistency and effective communication across teams. They may also be required to facilitate process training, and monitor and enforce existing processes, while analyzing their effectiveness.
The Analyst role will report to and work closely with the Director of Customer Success Operations to create strategic procedures and methodologies and then implement production in order to provide customers with a superior experience, and swifter problem resolution. This will include assisting with reporting on process implementation and adoption, as well as team success metrics. This person will strive to be a SOCi product expert so that they can understand how the SOCi CS tech stack can help the Customer Success teams exceed the goals of our customers and maintain our world class service and time-to-value.
Responsibilities will also involve supporting the existing CS Operations team in the administration of our tech stack tools, as needed. These may include Gainsight, ClickUp, Organimi, etc. The ideal candidate will have experience working directly with third party efficiency tools in a team environment, while having strong data analysis skills to parse patterns from disparate sets of information.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a CUSTOMER SUCCESS OPERATIONS ANALYST include:
- Organize and maintain the CS process repository as well as the CS organizational chart
- Maintain a working proficiency in the CS Tech Stack tools to be able to identify opportunities for efficiency within workflows, craft new processes where necessary to increase results, and train CS team members on effective usage of our platforms
- Leverage usage data in the Tech Stack tools to help enforce workflow adherence among each responsible team member
- Continually audit and refine Tech Stack best practices and educate CS teams in them to drive consistency
- Assist in building data-driven KPI metric dashboards
- Collaborate with CS team members to drive effective cross-functional alignment among the teams
- Provide Ad-hoc Customer Success project support
To apply, you must be an expert on the following requirements:
- 2+ years experience in a similar role in a SaaS environment
- Four-year bachelor's degree in relevant field of study
- Effective communication skills, both written and verbal
- Strong interpersonal skills & proven success in cross-functional collaboration
- Advanced proficiency with MS Office Suite (especially Excel and/or Google Sheets) and any experience with Salesforce, Gainsight, Zendesk, and/or ClickUp is a plus
- The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
- Proven ability to take in information from multiple sources and succinctly present findings and recommendations
- Self-motivation/willingness to take initiative
- Ability to use processes, metrics and reporting to understand success, failure and improvement areas
- Inquisitive nature with demonstrated ability to gain expertise quickly
- Established problem-solving capabilities
- Strong organizational and analytical skills with a keen attention to detail
- Customer-first mentality
- Ability to think creatively and be persistent
- Coachable, open to feedback and dedicated to constant self-improvement
