Customer Success Operations Analyst

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details. The ideal candidate will possess deep expertise in business processes across the customer lifecycle and strong analytical skills with the ability to influence decision-making.

The ideal candidate will support the design, documentation, optimization, and continuous improvement of Customer Success processes and operations. You will partner with Customer Success leadership and Digital Success to identify process bottlenecks and inefficiencies, design solutions that remove friction, and drive adoption of improvements to enable the CS team to work smarter and deliver better customer outcomes. 

Responsibilities

• Help design and implement improvements to streamline operations; ensure new processes reduce friction and free up CSM time for customer-facing activities

• Maintain process documentation and ensure it stays current as the team evolves

• Support the development, documentation, and management of core CS business processes, (i.e. – forecasting, renewal inspection and management, operating rhythm)

• Help identify renewal health, expansion opportunities, and churn risks through data analysis

• Assist in evaluating new tools and support implementation and adoption efforts

• Pull data from Salesforce, Gong, and other systems to surface insights on CSM activity and customer engagement

• Work with CS leadership to identify gaps in current metrics and reporting

• Collaborate with our Business Systems team to enhance source systems (i.e. – Salesforce) to allow data to be captured and extracted in meaningful ways

• Assist in coordinating and tracking key CS operational initiatives (process improvements, tool implementations, retention programs, save plays, reference customer programs, etc.)

• Support measurement and iteration of initiatives; track KPIs and outcomes against defined success metrics

• Help coordinate across CS leadership, Digital Success, Product, Sales, and other functions to ensure alignment on initiatives
  

Qualifications

To perform the job successfully, an individual should demonstrate the following competencies:

• Drive & Discipline: ability to focus and work hard to achieve the right results

• Analytical: ability to consume and make business sense of large amounts of data

• Integrity: high ethical standards and doing the right thing even when others aren't looking

• Mental agility: a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems

• Detail-orientation: be thorough and consistently deliver high quality work

• Collaboration: ability to work across teams and influence decision-making

• Communication: ability to translate complex operational information into clear, actionable insights
  

Required Experience

• 1-3 years experience in a business analytical role, ideally in Business Operations/Sales Operations/Customer Success Operations

• Strong business acumen and interpersonal skills

• Familiarity with Customer Success operations, KPIs, and processes 

• 1+ years Salesforce experience (required)

• Superb Excel skills

• Highly analytical and data driven

• Strong project management skills; organized, collaborative, and effective problem solver

• Proactive, resourceful, and adaptable; someone who thrives in an autonomous and continuously evolving work environment

• Nice-to-have: experience with Salesforce CPQ, Gong, Customer Success Platforms (CSPs), and other related tools 

 

 

 

The salary range in United States of America for this position is 65,000.00 to 81,000.00 USD Annual.

For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.

Your specific offer within this range will be determined by your skills, experience, and qualifications.

We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.