Senior CS Operations Analyst - Remote

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💎 Seniority level: Senior, 4+ years

📍 Location: Mexico

🔍 Industry: E-commerce

⏳ Experience: 4+ years

🪄 Skills: Data AnalysisSalesforceReportingData visualizationCustomer SuccessSaaS

Requirements:

4+ years experience in tool administration, operational excellence, data analysis, and scalable processes
Prior experience with Gainsight administration (or similar Customer Success tools)
Salesforce.com experience preferred
Experience working with Customer Success / Customer Experience teams to evaluate opportunities, recommend improvements, and operationalize new programs
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

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🔥 Senior CS Operations Analyst - Remote

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📍 Mexico

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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

SQLBusiness IntelligenceData AnalysisSalesforceCommunication SkillsAnalytical SkillsProblem SolvingAgile methodologiesRESTful APIsReportingData visualizationStrategic thinkingProcess improvementData modelingData analyticsData managementCustomer SuccessSaaS

Posted 22 days ago

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