The Customer Success Operations Analyst will work closely with the Director, Customer Strategy Operations to assist in promoting operational efficiencies for the Customer Success organization. To accomplish this, this role will work collaboratively across the organization, especially operations focused teams to ensure the customer strategy is operationally translated into action across the end-to-end client experience.
Working directly with and reporting into the Director, Customer Operations & Optimization, this role will provide operational support to customer success and customer strategy management by planning and coordinating projects that will streamline operational efficiency and optimize the effectiveness of the customer success team.
In this role, you will:
Assist with identifying new tools, technology, and processes and then manage their rollout, implementation, and ongoing reporting of their impact.
Conduct on-going analysis to identify areas for process optimization and work with teams to implement such processes and new ways of work.
Support Customer Success with general operations such as report creation, process standardization and data analytics.
Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations.
Assist with the creation and ongoing maintenance of cross customer dashboards.
Assist with analytics and new initiatives tied to Customer Optimization within the product.
Work closely with Operations teams throughout the company (Business Operations, Marketing, Product, etc.) to share knowledge, evaluate tools, and give insight into initiatives within each department.
Assist with implementation of new Customer Success tool and be the System Administrator for that tool.
Be responsible for creation and maintenance of customer level and team level reporting that will be presented to various keys stakeholders.
Optimize the usage of Slack and other in-company communication tools such as the Customer Success Wiki.
Required Skills and Experience:
2+ years of applicable operations and analytics experience, Customer Success or related experience preferred.
High proficiency using Salesforce.com and Microsoft Office suite a must.
Strong business acumen, strong reporting and analytics, troubleshooting, problem-solving, and project management skills.
Positive attitude, open-mindedness and genuine team player.
Analytical and quantitative problem-solving skills and the ability to communicate complex ideas concisely.
Work independently with little oversight, able to execute tasks and projects in an environment with competing demands.
Operational, data driven mindset to ensure that the right things are done, at the right time, with the right people involved, with high accuracy.
The ability to roll up your sleeves and dive into the details of a wide variety of topics, while also being someone who can bring together multiple roles within the organization towards a singular goal and mission.
Highly organized, customer-focused, innovative, with exceptionally strong attention to detail.
Ability to manage multiple stakeholder expectations, timelines, and deliverables while influencing decisions cross-functionally.
Workhuman® is the world’s fastest-growing integrated Social Recognition® and continuous performance management platform. Our human applications are shaping the future of work by helping organizations connect culture to shared purpose. With a consistent stream of gratitude fueling unparalleled, provocative workplace data and human insights, Workhuman® Cloud is a critical software engine for global companies seeking to motivate and empower their people to do the best work of their lives. Workhuman® (formerly known as Globoforce) was founded in 1999 and is co-headquartered in Framingham, Mass., and Dublin, Ireland.
Did you know:
We are #1 Great Place to Work in Ireland for the 2019 medium-sized workplace category and have been named one of the 2018 Top Places to Work in Massachusetts by the Boston Globe.
Workhuman® is used by 4.5 million employees across 160 countries.
Our core values are; Respect, Determination, Innovation and Imagination.
Perks & Benefits for our Happy Healthy Humans:
Comprehensive Health Plans
Fully paid parental leave (12-week maternity/4-week paternity) effective day 1
Peer-to-peer recognition program
Commuter bus from downtown Boston
On-site fitness center
Wellness rewards and reimbursements
Fully stocked kitchen (cold brew on tap - snacks and coffee machines as far as the eye can see…)
Regular celebrations for employees, families and special guests
At Workhuman, we love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.
Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.