CallMiner · 1 day ago
Customer Success Operations Analyst (CS Ops Analyst)
Waltham, MA
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Work in a fast-paced environment to effectively prioritize and create and/or review a high volume of executable customer orders (contracts) and budgetary quotes
Collaborate with internal team members to promptly review Solution Design documents and Scoping Summaries (pre-contract creation) and to share concise feedback
Leverage product-based training and prior examples to guide reviews, looking for inconsistencies and suggesting alternative language where applicable
Apply standard guidelines to contract reviews and compile boilerplate language for reuse
Collaborate internally to define and implement cross-functional processes to improve efficiencies with Solution Design and Contract management flows
Identify trends across Solution Design documents, Scoping Summaries and Contracts and offer process improvements to enable greater repeatability and scalability
Develop proficiency with applicable tools and system(s) to support contract uploads and/or reviews within the Contract Management flow
Serve as a backup to other CS Ops Analyst(s), to the Deal Desk Analyst and to the Renewal Manager
Develop system expertise and serve as Customer Success liaison for systems that facilitate onboarding and enable account management activities (Confluence, Gainsight, JIRA, PowerBI, Salesforce)
Document Customer Success processes and procedures and provide training and enablement for assigned systems and processes
Provide data and trend analysis to drive data-based decisions and process improvements
Qualification
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Required
An associate's or bachelor's degree in technical or business discipline or equivalent work experience
2+ years of experience in drafting Quotations or Contracts
Has experience reviewing Statements of Work (SOWs) or Contracts and demonstrates exceptional attention to detail
Communicates effectively with peers and demonstrates a proven track record of effectively interfacing with cross-functional departments
Is assertive and possesses effective communication skills
Exhibits confidence to work under pressure, to communicate effectively with senior leaders and to drive team members to committed dates.
Exercises good judgment in orchestrating activities, in assessing priorities and in making decisions
Maintains a data driven approach and drives toward continual improvement
Preferred
A Bachelor's degree
Proficiency with contract management systems (such as Ironclad)
Proficiency with CPQ tools (such as Dealhub)
Proficiency with JIRA and Confluence
Benefits
Quality medical, dental and vision benefits
Life and disability insurance
Reimbursement programs for both fitness and tuition
401k matching
Generous PTO including an annual volunteer day
Paid maternity
Parental leave
Company
CallMiner
CallMiner provides solutions for analyzing and extracting insights from customer interactions, particularly in call centers.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$189.11MKey Investors
Goldman SachsNewSpringInflexion Partners
2023-12-15Series Unknown· $10M
2022-06-21Series Unknown· $20M
2019-12-16Series Unknown· $75M
Leadership Team
Paul Bernard
President & Chief Executive Officer
Jeff Gallino
Founder, Chairman, and CTO
Recent News
2024-12-05
EIN Presswire
2024-11-15
Company data provided by crunchbase
