Customer Operations Analyst
FastSpring is the world’s leading ecommerce platform for software and SaaS companies. At FastSpring we are on a mission to democratize the software space by partnering with growing software companies to strategically enhance the selling of their products and compete on the global stage. Our product hosts over 10 million transactions per year, powering sales growth for more than 3,500 companies in over 200 countries, using every major currency.
We are an Inc. 5000 honoree, noted as one of America's fastest growing companies, with recognition of numerous additional workplace awards. Backed by AKKR, we are already profitable and have an engaged culture with remote staff globally and offices in Santa Barbara, Amsterdam and Halifax.
We are committed to building an inclusive work environment and invest in our employees by promoting growth and development across every level. As a team, we are business professionals who are globally-minded, customer-focused, and driven to innovate.
The Customer Success Operations Analyst will be the go-to operations person for the Customer Success as well as Support (CS) teams, and will report into the Revenue Operations team. This person will be the admin for our customer operations platform (Gainsight) and will serve a critical role in developing and driving operational efficiencies across Customer Success and Support workflows with a direct impact on the customer journey.
As an Operations Analyst you will partner closely with Customer Success and Support leadership and stakeholders to build reporting, analyze performance, and identify opportunities to improve business outcomes and operational efficiencies which in turn improve customer outcomes and experience.
Develop a deep knowledge of the team’s Customer Success Platform (Gainsight) to assist with overall platform management, including implementation of automation that will enable the team to scale along with our growing customer base.
Manage the Customer Success and Support team’s full tech stack and implement solutions to optimize processes and increase team productivity.
Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership.
Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers’ needs.
Develop key dashboards for use by the executive team for reflecting the activities and metrics within customer success.
Use data to identify at-risk accounts and create playbooks for CSMs to address.
Review and improve analytics processes, methods, and tools to increase efficiency, accuracy, and security.
Serve as an internal point of contact for other departments regarding ongoing CS projects, campaigns, and processes.
Implement policies and procedures that keep company data and information secure as it is collected, analyzed, stored, and discarded.
Document and adapt all processes to keep pace with evolving customer journeys, automation, internal workflows, and team training.
Gainsight Administrator (Level 2) Certification or above.
1-3 years of professional Gainsight Administrator experience.
Salesforce experience or certification.
Experience as an end-user of a CRM or customer support system.
Understanding of data structures, data modeling, and database management.
Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
Project management skills, with proven results working as a reliable advisor to drive business value for customers.
Ability to recognize patterns and trends in large data sets and use numerical information to develop business strategies.
Strong math, organization, critical thinking, and problem solving skills.
Exceptional presentation, research, and verbal and written communication.
Ability to summarize and explain complex information to others.
Previous experience with SaaS business models.
Flexibility for travel.