Customer Success Operations Analyst
About Appspace:
At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.
Your Role as a Customer Success Ops Analyst
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.
A Day in the Life of a Customer Success Ops Analyst
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, and analyze them to provide actionable insights to CS leadership
Use data to identify at-risk accounts and create playbooks for CSMs to address
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, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement
Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers’ needs
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 to drive optimal adoption and net promoter score
Assist the Onboarding team in continuous improvements and modifications based on product enhancements and customer needs
What You'll Need
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)
The Perks of Working for Appspace:
For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.
Additional perks include:
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
Disclaimer:
Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.
Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.
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