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Senior Analyst - Customer Success Operations

  • Intellum, Inc.
  • Full time
  • United States
  • 11/06/2021

Reporting to the Senior Director of Operations, the Senior Analyst – Customer Success Operations will be the trusted partner to the Customer Success organization in defining Customer Onboarding, Managed Services, Customer Success, and Support objectives, strategy, and tactics, and implementing processes that scale as well as being the resident expert on tools such as Gainsight. The primary function of this role is to ensure the Customer Success organization is equipped with efficient, effective and accurate systems, tools, dashboards, data insights and processes that covers the entire Customer lifecycle from sales through renewals.


Responsibilities;

Data

  • Reporting: Report to executives on past results and renewals and upsell forecasts, e.g. through dashboards and presentations (share with Sales Ops), Customer healthscores, team productivity and resource balancing, etc
  • Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what is not going well

Processes

  • Customer Lifecycle: Help determine and operationalize the timing and content of touch points for Customer Success Manager (CSMs) along the Customer journey, to drive optimal adoption and net promoter score
  • External Communications: Coordinate with 1:Many Communications lead (within CSM team) to synchronize email outreaches with CSM touch points and in sync with other customer-touch points across other teams (Marketing, Sales, etc)
  • Risk Management: Detect early warning systems of at-risk renewals, help design playbooks for CSMs to address them, and operationalize path to escalation
  • Opportunity Management: Identify top Customer-candidates for upsell/expansion opportunities
  • Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on Customers’ needs, including processes for CSMs to:
    • Help aggregate and relay Customer feedback to the Product team
    • Align with the Support team on resolution of major cases and optimize report bugs to the Engineering team
    • Provide systems for feedback to Sales on the readiness of Customers
    • Help the Onboarding team overcome any delays in implementation

People

  • Team Structure: Tier existing Customers, help operationalize CSM Customer assignments, re-distribute workload as needed, and forecast hiring needs
  • Compensation: Work with leadership to help determine the best performance metrics on which bonuses are based, and define targets for those metrics
  • Enablement: Identify and close gaps ar and data that help CSMs work more effectively

Systems

  • Systems: Implement and manage software that facilitates CS Ops activities
  • Technical: Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)

Requirements

Required Skills

  • Customer Success automation experience
  • Experience with Gainsight, Salesforce, and other Customer Success automation tools
  • Exceptional organization and presentation, and communications skills, both verbal and written a must
  • Ability to deliver in a fast-paced technology environment
  • Ability to work independently with little supervision
  • Experience using G-Suite products and MS Office
  • Excellent writing and communications skills in English

Preferred Qualifications
  • 5+ years professional experience with 3+ years working in a Customer Success Operations function within a high growth SaaS business
  • Deep understanding of the principles and levers that drive effective Customer Success organizations
  • Strong analytical capabilities and adept at solving complex problems with a focus on operations and accountability
  • A+ individual contributor leader who is able to formulate compelling, data driven, solutions and recommendations to deliver against objectives
  • 3+ years experience as a technical admin (Salesforce, Gainsight, etc)
Education
  • Bachelor’s degree in marketing, communication, or other business-related field

Benefits

  • Insurance
    • Medical - 100% of employee premiums covered
    • Dental - 100% of employee premiums covered
    • Vision - 100% of employee premiums covered
  • 401(k) with matching
  • Education
    • $3,500 per year in educational funds (“Boost Budget”)


About Intellum: Intellum is an Atlanta-based SaaS company focused on corporate learning. We are the software engineers, developers and tech industry professionals who are helping our clients become more data savvy, applying machine learning techniques to significantly improve learning personalization, and developing monetization strategies that drive revenue with external audiences. We strive to live up to our company values of Simplicity, Honesty and Innovation every day and have been ranked as one of the Best Places to Work three years in a row by the Atlanta Business Chronicle. Our clients include organizations such as Cricket Wireless, Facebook, Google, Habitat for Humanity, and Randstad.


Intellum is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.

About Intellum, Inc.

Intellum is an Atlanta-based company with a development team distributed around the world. We strive to hire the best, regardless of location. Our clients are incredible teams of people from companies such as Google, NASCAR, AT&T, and Facebook. We are a company of doers and creators. We are ...

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