CS System & Operations Analyst

CS System & Operations Analyst

You will be instrumental in scaling our success efforts by managing our customer success platform, optimizing data, and driving key analytics. This role ensures our CSMs are effective, our customers are successful, and our business goals are met.

Responsabilities:

Data Integration & Management:

● Establish and maintain secure and reliable data connections between various systems.

● Manage internal data ingestion into systems used by the company, including data mapping and transformation.

● Develop and manage data exports from different tools to other platforms for reporting purposes.

● Troubleshoot and resolve issues related to data handling for integrations and reporting.

Reporting & Analytics:

● Design, develop, and deliver insightful reports and dashboards in various formats (e.g., totango, Dashboards, Google Sheets).

● Customize reporting to cater to different audiences, use cases, and business needs.

● Track and report on CSM OKRs and key performance indicators (KPIs).

● Provide reporting on customer adoption trends, Gemini usage, and CSM performance data

Customer Success Workflow Automation:

● Configure and optimize workflows and success plays, including campaigns, task automation, and other features, to streamline CSM processes.

● Implement campaigns and processes to automate key CS workflows and touchpoints.

Security & Compliance:

● Develop, maintain, and update security and privacy documentation related to email campaigns and customer-facing tools.

● Manage the review and approval processes for Tools usage and email campaign launches, ensuring adherence to security and privacy requirements.

● Manage the launch approval process.

Enablement & Communication:

● Create and publish a quarterly newsletter for CSMs, highlighting key updates and best practices.

● Follow up with recaps and action items to ensure effective implementation of training and new processes.

Qualifications:

● Proven experience in customer success operations or a similar role.

● Strong understanding of data integration and management principles.

● Proficiency with data visualization and reporting tools (e.g., Google Sheets, other dashboards).

● Experience with workflow automation and campaign management.

● Experience in Customer Success and customer strategic roadmaps with customer stakeholders to help drive solution adoption and business value.

● Strong analytical and problem-solving skills, with the ability to interpret data and make recommendations.

● Knowledge of security and privacy requirements related to data handling.

● Excellent written and verbal communication skills, with the ability to explain complex

● Experience in administering a SAAS-based tool.

● Outstanding organizational, prioritization, and multitasking skills.

Preferred Qualifications:

● Familiarity with data connectors and materialization techniques.

● Knowledge of program effectiveness by leveraging a customer success platform.

● Comfort with operating in a high-paced, changing work environment with the ability to prioritize multiple functions and tasks, manage time efficiently and navigate ambiguity.

● Prior work experience in the capacity of supporting marketing, delivery, or sales.

● Knowledge of Salesforce CRM.

Skills:

● Advanced SQL Scripting and Querying

● Data Management

● Data Analysis

● Reporting and Dashboarding

● Workflow Automation

● Project Coordination

● Process Improvement

● Security Compliance

● Communication & Presentation