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TITLE

 

Customer Success Operations Analyst

COMPANY

 

Qventus

LOCATION

 

Los Altos, CA, US

Description

Job Description
Qventus is looking for an organized, data-driven and quick-learning Customer Success Operations Analyst to support the Customer Success organization’s internal operations and growth. The role requires someone who is process oriented, eager to learn, and not afraid to execute quickly. The ideal candidate will have

Superb organizational skills and attention to detail
Ability to work in a lean fast-paced environment with very little supervision
Ability to proactively identify issues and quickly execute on solutions
A passion for building useful reports, creating training guides, and documenting standard policies and procedures
Experience working with data and/or database
Experience in training, instructional design, or multimedia content creation a plus

Core Job Responsibilities:
The Customer Success Operations Analyst will primarily contribute to the Customer Success team in two areas - development of process and materials to facilitate improvements in the overall function of CS and deployment support/execution. The Operations Analyst will primarily develop tools and processes to support scale of the Customer Success function. Some example responsibilities include:

Developing and maintaining a library of documentation and training materials to be utilized internally and externally
Designing and building reports that will share existing customer engagement and satisfaction metrics, including but not limited to NPS, user activity, and deployment feedback surveys
Building a deployment toolkit to support the Customer Success Managers as they execute on their deployment milestones
Collaborating with other teams/functions to enable ancillary support for existing deployments

In deployment support, he/she will work hand in hand with Customer Success Managers (CSMs) to deploy and configure the product at new customer sites. Specific responsibilities would include:

Tracking and reporting out to leadership on progression status of all active deployments
Collaborating with CSMs to select and deploy appropriate metrics, predictive models and product configurations for a client
Performing SQL-level checks on data integrity and system performance

To be a good fit for the company, candidates should have these intangibles:

Ready to act on new ideas and continuously build upon them
Excellent at juggling multiple tasks
Be comfortable with ambiguity and sees the ‘unknown’ as an opportunity
Ready to ‘step outside’ his/her role to help teammates
Highly dependable
The role is a full-time position and will be based out of Los Altos.

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