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Customer Success Operations - Analyst

Sitetracker

Sitetracker

IT, Customer Service, Sales & Business Development, Operations
Washington, DC, USA
Posted on Thursday, May 16, 2024
The Opportunity
Sitetracker is looking for a Customer Success Operations Analyst who reports to the Senior Director Customer Operations and is responsible for configuration and execution of process improvements, metrics monitoring, playbook management, and system configuration & updates.
This role uses data and technology to configure, define and update post sales business operations processes. They candidate possesses salesforce administration skills along with skills in facets of data management, including collection, validation and visualization.
This role leverages Salesforce technology to streamline processes, configure new workflows, compile essential data and visual awareness of key operating metrics. Collaborating closely with other teams and Operations Managers resolve process gaps, and actions that increase the effectiveness of the Post Sales teams (CSMs, Professional Services, Upgrades, Certifications and Support).

The Skill Set

  • Create and execute process improvements for data collection and account management as a salesforce administrator using OOTB Salesforce functionality.
  • Create reports and metrics trends from the Salesforce data for leadership to understand and determine team performance gaps, customer experience needs and the overall teams operational business improvements
  • Develop, Implement and Facilitate a change management process for playbook, systems and process updates.

Within 60 Days, You’ll:

  • Build expertise in the Sitetracker product and become Sitetracker Certified
  • Develop detailed understanding of the day in the life of the Post Sales teams approach to customers.
  • Take on administrative responsibilities of the operations tech stack maintenance and administration (Salesforce, Confluence, etc) including updates, integrations, reporting, process flows etc. to ensure best practices are leveraged and implemented.
  • Take ownership of the reviews and updating of the CSM, EDS, Renewals and Operations playbooks

Within 180 Days, You’ll:

  • Cross Collaborate in the ownership of the Upgrades, Support EDS and Solution Delivery playbook updates.
  • Analyze all inquiries, change management requests, and updates to ensure best practices, functional stability and overall ease of procedures are maintained.
  • Facilitate the configuration and maintenance of onboarding plans for new hires and coordinate the onboarding of new post sales team members.
  • Make recommendations on administrative and operational processes and tools to streamline for efficiency and drive accountability.
  • Single Point of Contact for coordination & execution of cross-functional initiatives related to process improvements, ad-hoc projects, CS & Support training, and team enablement.
  • Owner of data collection & configuration in support of the compliance and other teams to evaluate customer health activities.
  • Compile reports for executives and the board on results and trends (Account Health, Renewals, Support metrics etc) within Customer Success and Support
  • Maintain renewal spreadsheets & the renewal deal desk process

Within 365 Days, You’ll:

  • Present recommendations based on Account Health, Renewals, Operating metrics etc that will scale, modify, automate processes to improve results and drive Sitetracker Goals
  • Execute operational and strategic initiatives by developing project plans, change management plans, implementation plans using a data driven decision making approach.
  • Manage the process around red accounts, inspect account health to ensure that accounts have a plan to get to green by maintaining dashboards of account health and notification of accounts requiring plans to get to green
The actual compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience
For Colorado based roles, the base salary hiring range for this position is $77,275-$122,728
For California based roles, the base salary hiring range for this position is $77,275-$122,728
For New York based roles, the base salary hiring range for this position is $77,275-$122,728
For Washington based roles, the base salary hiring range for this position is $77,275-$122,728