Customer Success Operations Analyst

SmartRecruiters is seeking an experienced Customer Success Operations Analyst who has experience in the strategy, vision, configuration and adoption of key tools and automation to increase the teams’ delivery efficiency across the customer journey. This role will leverage in depth customer success knowledge to create the architecture, configuration and advancement of our currently deployed Gainsight environment. The ideal candidate has worked in a mid-size company where customer success spanned multiple tiers, offerings and services and can help to coordinate with stakeholders across the business. We are looking for a self-motivated, success driven individual who can work well both independently and in a cross-team environment. You must be able to interpret complex business requirements and convert them into system requirements.

Responsibilities

This individual will optimize our customer journey across our Customer Success Alliance Organization (CSA) which spans implementation through renewals. The role will define and implement key programs and features, drive adoption and measure impact primarily using Gainsight. Knowledge of Salesforce and Tableau are a plus.

 In this role you will: 

• Own the strategy, administration, configuration and ongoing maintenance of Gainsight for the Customer Success Alliance (CSA) organization which spans implementation through renewals.
• Partner with Salesforce administrators on a bi-directional sync and best practice integration between Salesforce and Gainsight.
• Own ongoing maintenance of function level dashboards and reports.
• Create customer-centric collaboration by consistently program managing and communicating cross-functionally to drive execution of advancing our Customer Journey. 
• Enable success of the platforms by creating end user specific training and certifications across the Customer Success Alliance, including system related best practices by role.
• Provide technical and functional support to users of Gainsight and related applications.
• Design, measure, monitor usage and adoption metrics to drive effectiveness and impact for continuous improvement.

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

• Minimum of 2 years working with a Customer Success (or post-sales) SAAS team
• 3 years of Gainsight administrative experience
• Implementing a Gainsight instance is highly preferred
• Minimum Level 2 Gainsight Certification preferred
• Salesforce experience preferred
• Excellent analytical skills and process orientation
• Strong interpersonal skills; internal and external, written and verbal communication
• A desire to incorporate feedback and personally grow as a team member
• Ability to prioritize tasks according to deadlines and demonstrate a bias to action 
• Highly organized and the ability to manage the success of multiple projects concurrently
• Must be able to work in a fast-paced environment, and collaborate with colleagues across functions.

SmartRecruiters strives to offer equitable and engaging compensation to our employees across the globe as we always seek to attract, motivate, and retain the right talent.  We utilize a data-driven approach in order to remove biases in our decisions. The pay range for this role in the US is $76,500 - $93,500. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, and certifications. The listed pay range reflects the available annual salary budgeted for a new hire into this role. Employee salaries may extend above or below the listed range. Depending on level and location of hire, the role may be determined to be Exempt or Salaried Non-Exempt.

SmartRecruiters is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.