Customer Success Operations Analyst
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About The Position
In this opportunity as a Customer Success Operations Analyst, you will support the Customer Success function in the Legal Professional business and will be central to how Commercial Excellence engages with our business stakeholders. As a data-driven function, Customer Success requires accurate, timely and unambiguous data. This role will require a deep understanding of data related to product usage, customer commercial data and business processes. You will provide support and/or own several key reporting functions, including: Produce usage data, insights and forecasts, Gainsight activity and workflow reporting, Playbook and campaign effectiveness reporting, Usage KPIs, New sales reporting to track Sales to CSM account handoffs, Customer Support case reporting, Upcoming contract/customer renewal reporting. You will help identify Customer pain points so that we understand where and why a playbook is needed, developing a deep understanding of the customer journey and use data to determine where/how to focus our CSM teams. You will partner with teams across the company to help create compelling playbooks and campaigns that drive customer satisfaction and net recurring revenue. The campaigns need to be backed with analytics-based reporting out of the CRM systems (Gainsight, Salesforce, Product Usage Dashboards). You will monitor what’s working and what is not working. You will deeply understand what is driving results and adjust playbooks and campaigns. You will work closely with Customer Success teams as one of their primary business partners.
