Senior CS Operations Analyst - Remote

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Requirements:

• A customer focused operations analyst with 4+ years experience in tool administration, operational excellence, data analysis, and scalable processes
• Bachelor’s degree in an analytical or business field preferred
• Prior experience with Gainsight administration (or similar Customer Success tools)
• Salesforce.com experience preferred
• Confident communicator who naturally simplifies complex concepts into absorbable information that influences the behavior of stakeholders
• Experience working with Customer Success / Customer Experience teams to evaluate opportunities, recommend improvements, and operationalize new programs
• Driven, curious, and comfortable solving problems despite ambiguity
• Prior experience in SaaS technology

Responsibilities:

• Establish a strong relationship with leaders and team members across Customer Success and GTM Operations, serving as a subject matter expert in the customer journey and identifying opportunities to enhance our customer experience
• Lead the configuration and administration of Gainsight including adopting new features, monitoring data integrity, creating journey orchestrator programs, and ensuring alignment with business processes
• Optimize customer success processes, reporting, and documentation while ensuring a seamless customer experience
• Partner with our Customer Success practice to research, recommend, and operationalize improvements to our scaled customer success program
• Champion customer feedback management, recommending tools and processes and analyzing customer feedback, including NPS and other CS programs
• Identify and analyze leading indicators within customer data to identify trends, opportunities for improvement, and potential risks to customer retention