200+ applicants
Marigold · 1 day ago
Customer Operations Analyst
United States
Full-time
Remote
Entry, Mid Level
1+ years exp
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Responsibilities
Facilitate CX Surveys: Plan & execute Marigold’s Customer Experience (CX) Surveys, analyze & present the NPS results to Senior Leadership & key stakeholders.
Improve Efficiency & Scalability of Customer Success: Customer Success Platform (CSP) Administrator, help customer success managers make the most out of their portfolio through implementing SOPs in the CSP, manage day-to-day support of users in the CSP, updates to existing processes or new builds via segments, alerts, plays, journeys, and churn-scores, build/edit custom dashboards or reports for CSMs and Senior Leadership, document all processes for on-going maintenance.
Data Quality Assurance: Develop and execute data quality processes for all account/contact profile fields in the CSP/Salesforce, partner with Salesforce Admins as needed.
Subject Matter Expert: Continuous interest & dedication to expanding knowledge of implementing & facilitating CX surveys, maintain expertise in the CSP and other relevant software by completing training, and staying up to date on new features, trends, and related technologies, proactively offer recommendations for improvement of existing tools and processes to increase efficiencies, including adopting new features in each CSP major release.
Qualification
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Required
Bachelor’s Degree and/or equivalent experience working in customer success with an understanding of key customer success principles
1+ years experience as end-user of Salesforce
Quickly & easily learn new technologies (i.e. ESP, CSP, etc.)
Proficient in Google Sheets & Microsoft Excel.
Demonstrated experience in project management and business analysis
Ability to facilitate meetings with internal stakeholders to understand project requirements and put them into action
Strong organizational skills, excellent execution, and follow-through skills
Independently capable of seeking information, solving problems, corralling resources and delivering results
Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
Excellent written and verbal communication and presentation skills and ability to communicate complex technical concepts to senior leadership
Ability to document processes in a clear way that is easy to understand and reproduce
Preferred
ChurnZero experience as an end user.
Salesforce administration experience or certification.
Customer facing experience, especially as a Customer Success Manager.
Should have a passion for building solutions from start to finish.
Critical thinking and prioritization skills.
Self-starter who takes initiative with minimal guidance.
Strong attention to detail, especially as it relates to change management and releases of system improvements/updates.
Experience interacting with senior leadership and managers.
Experience in operations for customer success, sales, support, services, or marketing.
Experience in data analysis, business intelligence, and design of reports and dashboards.
Experience in the project management tool Asana, as Marigold utilizes this tool from a project management standpoint.
Benefits
Medical/dental/vision insurance
Life and disabilities insurance
Generous time off
Paid holidays
Birthday benefit day off
401k plan with company match
Employee-centric and supportive remote work environment
Paid parental leave
Company
Marigold
Marigold offers marketing technology solutions designed to help marketers of all sizes grow the relationships that grow their business.
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
$410M2019-05-14Private Equity· $410M
Leadership Team
Mike Gordon
Chief Executive Officer
Kenna Hilburn
SVP, Product Operations
Recent News
Company data provided by crunchbase
