Senior Customer Success Operations Analyst

SQUIRE

297d • $105,000 - $115,000

About The Position

As SQUIRE’s GTM Operations Senior CS Operations Analyst, you will be responsible for implementing and managing programs that enhance the effectiveness of the Customer Success, Onboarding and Support Teams. You will work closely with internal stakeholders to ensure that our post-sales strategies align with our business objectives and drive substantial value for our customers. Your goal will be to increase customer satisfaction, retention and expansion through optimized operations and strategic program management.

Requirements

• 3+ years of experience in customer success operations or a related field, or in a consulting role, preferably in the SaaS or FinTech industry
• Database and data connection experience, SOQL/SQL understanding
• Strong technical skills and proficiency in multiple CRM systems (ServiceCloud, Zendesk, Dialpad, 8x8, Kustomer, Slack, Delighted) and CSP (Churn Zero, Gainsight), work management tools (Asana, Wrike), and data connection tools (Zapier, Workato)
• Advanced level and/or other Salesforce certifications required
• Strong analytical skills with an ability to translate data into actionable insights
• Proactively analyze, recommend improvements, and communicate the efficiency and effectiveness of CS operations to CS leadership
• Exceptional communication, project management, collaboration, and influencing skills with the ability to influence and persuade stakeholders of a point of view and prepare thoroughly for critical questions
• Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (Sales, Product, Marketing)

Responsibilities

• Develop and implement Customer Success programs (including support delivery) that support the customer lifecycle and ensure customer goals are met
• Collaborate with cross-functional teams, including Sales, Marketing, Product, and Support to enhance the entire customer experience
• Define and track key metrics to measure the effectiveness of Customer Success initiatives and make data-driven recommendations for improvement
• Configure, optimize, and manage systems to increase efficiency of post-sales teams that contribute to company goals and objectives
• Manage customer feedback processes to ensure customer insights are integrated into product and service development
• Lead change management initiatives to ensure smooth adoption of new processes and technologies with the key stakeholders
• Partner with the GTM Enablement team to design training programs for Onboarding, Customer Success, Growth, and Customer Support to provide effective change management with processes and systems improvements

Benefits

• Base Salary ($105,000 - $115,000)
• New hire stock grant
• 100% employer paid medical, dental, and vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level