200+ applicants

Company

Spring Health · 4 days ago

Customer Success Operations Analyst

United States

Full-time

Remote

Entry Level

$66K/yr - $82K/yr

1+ years exp

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Responsibilities

Create and deliver regular reports and dashboards related to Customer Success performance, pipeline health, and other relevant metrics to stakeholders and executive leadership.

Support the CS teams by standardizing business reporting for strategic analysis and internal business reviews.

Assist in driving data hygiene and accuracy across our tools, especially related to opportunity management, customer health scoring and Customer Success workflows.

Prepare performance insights and summaries to VP and Executive-level audiences.

Develop and maintain executive dashboards and reports to provide real-time insights into customer health, satisfaction, and engagement.

Own opportunity booking process to close deals in SFDC for Upsells and Renewal following bookings policies and procedures.

Serve as a subject matter expert for CS Tooling including Salesforce, Gainsight and Looker providing guidance and support to the CS team and collaborating with Salesforce Administrators to troubleshoot issues and implement enhancements.

Assist in the ongoing development of the Gainsight roadmap to align with our KPIs related to operational efficiency through automation.

Make recommendations to increase efficiency and scalability through the development and adoption of system administration best practices.

Work closely with stakeholders to understand business requirements and translate them into effective Gainsight, Salesforce, Zendesk solutions.

Identify areas of improvement and manage ad-hoc projects pertaining to customer success strategy, operations, and related areas to drive value.

Provide training and support to users across the organization to maximize the value of the Gainsight and Salesforce platforms.

Proven ability to work effectively with cross-functional teams such as revenue operations, data science, and finance to deliver impactful results.

Standardize and manage documentation of processes, including QA, data mapping, and business requirement documents for changes deployed in Salesforce, Gainsight, and other systems/tools.

Continuously monitor system performance and user feedback, proactively identifying opportunities for improvement and optimization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SalesforceGainsightData AnalysisBusiness ReportingCustomer SuccessForecastingPipeline ManagementData IntegritySystem AdministrationProject ManagementZendeskLookerG-SheetsMSFT Excel

Required

1 years of progressive experience working with systems such as SFDC CRM, Gainsight platforms, Zendesk and/or Looker with hands-on experience in creating standard reports, dashboards, CTAs, and automation to help support team efficiency

Comfortable doing data and statistical analysis using advanced features of G-Sheets/MSFT Excel (such as data filters, VLOOKUP, SUMIFS, COUNTIFS, Pivot Tables, Data connections)

Minimum 1 years experience in business, sales or customer success operations

Strong understanding of customer success principles, methodologies, metrics, and best practices

Ability to build reporting models in excel or google sheets from the ground up

Understanding of customer success processes, forecasting, and pipeline management for renewals and upsells

Excellent interpersonal, presentation, and communication skills

Comfortable engaging with C-Suite and Executive level leadership

Comfortable rolling out and documenting processes using available systems and tools (Sfdc, Gainsight, Confluence/Guru, etc)

Preferred

Bachelor's Degree in business administration, finance or similar field preferred

Benefits

Health, Dental, Vision benefits start on your first day at Spring Health.

Employer sponsored 401(k) match of up to 2%

A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary

We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.

Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.

Up to $1,000 Professional Development Reimbursement a year.

$200 per year donation matching to support your favorite causes.