Customer Success Operations Analyst

September 20

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Discover the easiest way to reach your workforce - at work, at home, or on the go.

IPTV • video walls • kiosks • room booking • dashboards

201 - 500

💰 Private Equity Round on 2019-12

Description

• The CS Ops Analyst will partner with our Customer Success (CS) organization to drive effectiveness and efficiency of CS. • The CS Ops Analyst will define and execute against our strategic priorities. • This role will build a foundation of data accessibility for our Customer Success Management (CSM) team and drive reporting across our broader CS org. • Drive customer retention through tracking leading indicators of renewals and upsells. • Use data to identify at-risk accounts and create playbooks for CSMs. • Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth. • Empower the customer success organization by developing key dashboards for use by the CS and CS leadership team. • Define scalable processes for 1:Many communications. • Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets. • Develop key dashboards for use by the executive team to reflect the on the activities and metrics within customer success. • Implement and manage software that facilitates CSM Ops activities. • Determine the timing and content of touch points for CSMs along the customer journey. • Assist the Onboarding team in continuous improvements and modifications based on product enhancements and customer needs.

Requirements

• Affinity for defining strategic, scalable processes • Strong data and analytical skills • Clear communicator with excellent written, verbal, and listening skills • Ability to work cross-functionally to understand business requirements and translate them to effective use of applications • Excellent critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions • Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously • Self-motivated, proactive, with innovative ideas to inspire customer loyalty and adoption • Gainsight experience preferred • Familiarity with Salesforce and technically adept • Previous customer success experience preferred • Computer software industry experience preferred (SaaS)

Benefits

• Competitive salaries • Medical, dental and vision coverage • Disability coverage • Employer paid life insurance • Mental health resources • 401(k) plan • Fully paid parental leave program • Generous PTO • Flexible work schedules • Remote work opportunities • Paid company holidays • Appspace Quiet Fridays (No non-essential internal meetings scheduled) • A casual dress work environment