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Customer Success Operations Analyst (CS Ops Analyst)

CallMiner is seeking a CS Operations Analyst to join our Customer Operations within the Customer Success Team.  Those fulfilling this role are responsible for reviewing Solution Design documents and Scoping Summaries as well as drafting and reviewing Quotations and Legal Contracts.  The primary focus of the Operations Analyst is to accelerate the presale phase for which requests are converted to requirements as an executable order and finalized via the Contract review process.  In addition, the Operations Analyst is instrumental in driving process improvement and coordinating initiatives as assigned.

Primary Responsibilities

  • Work in a fast-paced environment to effectively prioritize and create and/or review a high volume of executable customer orders (contracts) and budgetary quotes.
  • Collaborate with internal team members to promptly review Solution Design documents and Scoping Summaries (pre-contract creation) and to share concise feedback.
  • Leverage product-based training and prior examples to guide reviews, looking for inconsistencies and suggesting alternative language where applicable.
  • Apply standard guidelines to contract reviews and compile boilerplate language for reuse.
  • Collaborate internally to define and implement cross-functional processes to improve efficiencies with Solution Design and Contract management flows.
  • Identify trends across Solution Design documents, Scoping Summaries and Contracts and offer process improvements to enable greater repeatability and scalability.
  • Develop proficiency with applicable tools and system(s) to support contract uploads and/or reviews within the Contract Management flow.
  • Serve as a backup to other CS Ops Analyst(s), to the Deal Desk Analyst and to the Renewal Manager.

As assigned…

  • Develop system expertise and serve as Customer Success liaison for systems that facilitate onboarding and enable account management activities (Confluence, Gainsight, JIRA, PowerBI, Salesforce). 
  • Document Customer Success processes and procedures and provide training and enablement for assigned systems and processes.
  • Provide data and trend analysis to drive data-based decisions and process improvements.

Required Skills

  • An associate’s or bachelor’s degree in technical or business discipline or equivalent work experience.
  • 2+ years of experience in drafting Quotations or Contracts.
  • Has experience reviewing Statements of Work (SOWs) or Contracts and demonstrates exceptional attention to detail.
  • Communicates effectively with peers and demonstrates a proven track record of effectively interfacing with cross-functional departments.
  • Is assertive and possesses effective communication skills.
  • Exhibits confidence to work under pressure, to communicate effectively with senior leaders and to drive team members to committed dates.
  • Exercises good judgment in orchestrating activities, in assessing priorities and in making decisions.
  • Maintains a data driven approach and drives toward continual improvement.

Preferred Skills

  • A Bachelor’s degree.
  • Proficiency with contract management systems (such as Ironclad).
  • Proficiency with CPQ tools (such as Dealhub).
  • Proficiency with JIRA and Confluence.

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth, and transformational change. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel, and hospitality, and more.

CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2024 Top Place to Work by the Boston Globe.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity, parental leave and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.

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CEO of CallMiner
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Paul Bernard
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Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Customer Success Operations Analyst (CS Ops Analyst), CallMiner

CallMiner is on the lookout for a passionate Customer Success Operations Analyst to become an integral part of our Customer Success Team. If you're someone who thrives in a fast-paced setting and loves tackling challenges head-on, then this role might just be the perfect fit for you! As a CS Ops Analyst, you’ll play a key role in reviewing Solution Design documents and Scoping Summaries, ensuring that Quotations and Legal Contracts are precise and ready to go. Your main mission will be to streamline and accelerate the presale phase, transforming requests into clear requirements that lead to executable orders. You'll have the autonomy to drive process improvements, collaborate with assorted teams, and offer valuable insights on current practices. The job will keep you on your toes as you identify trends within documents, optimize contract management flows, and back up your fellow analysts as needed. Your communication skills will shine as you work with cross-functional departments, keeping everyone aligned and focused. We’re looking for someone with at least 2 years of experience in drafting Quotations or Contracts, who pays attention to detail and knows how to juggle priorities. If you have a bachelor's degree, familiarity with contract management systems, and an enthusiasm for leveraging data to drive decisions, you’ll fit right in. At CallMiner, we’ve built an inclusive workplace culture that values teamwork, ownership, and joy. Join us as we continue to innovate and make a difference in conversation intelligence!

Frequently Asked Questions (FAQs) for Customer Success Operations Analyst (CS Ops Analyst) Role at CallMiner
What are the responsibilities of a Customer Success Operations Analyst at CallMiner?

As a Customer Success Operations Analyst at CallMiner, your core responsibilities include reviewing Solution Design documents, drafting Quotations and Legal Contracts, and ensuring the overall efficiency of the presale process. You'll also focus on identifying areas for process improvement and collaboration with various internal teams to optimize contract management flows.

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What qualifications are required for the Customer Success Operations Analyst position at CallMiner?

CallMiner requires applicants for the Customer Success Operations Analyst position to have an associate’s or bachelor’s degree in a relevant field, along with a minimum of 2 years of experience in drafting Quotations or Contracts. Attention to detail and effective communication skills are crucial, as you will be interfacing with various departments and senior leaders.

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How does CallMiner support its Customer Success Operations Analysts in their role?

At CallMiner, we provide our Customer Success Operations Analysts with comprehensive training on applicable tools and systems, along with opportunities to leverage product-based training and historical examples. This support ensures that you can effectively review documents and recommend improvements to processes, ultimately helping drive success for the team and the company.

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What tools and systems will the Customer Success Operations Analyst at CallMiner use?

In the role of Customer Success Operations Analyst at CallMiner, you will work with various systems including Confluence, Gainsight, JIRA, PowerBI, and Salesforce, among others. Proficiency in contract management systems, such as Ironclad and CPQ tools like Dealhub, is considered advantageous to effectively support contract uploads and reviews.

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What is the company culture like for Customer Success Operations Analysts at CallMiner?

CallMiner prides itself on fostering a positive workplace culture defined by teamwork, ownership, and joy. In your role as a Customer Success Operations Analyst, you will find a supportive environment that values inclusion and equity, allowing for professional growth and the opportunity to contribute to our ongoing innovation in conversation intelligence.

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Common Interview Questions for Customer Success Operations Analyst (CS Ops Analyst)
What experience do you have in drafting Quotations or Contracts as a Customer Success Operations Analyst?

In answering this question, highlight specific projects or contracts you have worked on, detailing the processes you followed and any challenges you overcame. Emphasize your attention to detail and how your contributions led to successful outcomes. Using specific examples will strengthen your response.

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How do you prioritize tasks when dealing with high volumes of customer orders?

When addressing this question, discuss your strategies for prioritization, such as using a task management system or weekly planning. Illustrate your ability to assess urgency and importance, ensuring key deadlines are met without sacrificing quality in your document reviews.

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Can you explain your process for reviewing Solution Design documents and Scoping Summaries?

Provide a structured overview of the steps you take when reviewing these documents. Discuss how you assess clarity, consistency, and completeness, as well as your approach to providing concise feedback to team members, ensuring all necessary details are captured efficiently.

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What methods do you use to identify trends or areas for improvement in contract management processes?

In your response, describe how you analyze data gathered from previous contracts and solution designs. Talk about your experience in recognizing recurring challenges and presenting actionable strategies to enhance efficiency, illustrating how you can influence process innovation within the team.

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How do you ensure effective communication with cross-functional teams?

Discuss your communication style and tools you leverage to keep everyone informed. Share examples of how you foster collaboration with different departments and ensure that all stakeholders are aligned, which is critical when coordinating on contracts and operational efficiencies.

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What do you consider most important when preparing a budgetary quote?

Highlight the significance of accuracy and understanding customer needs in your response. Outline how you gather relevant information and collaborate with teams to create quotes that reflect not only business objectives but also the potential for customer satisfaction.

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Describe a time you encountered a challenge while reviewing a contract and how you handled it.

Use the STAR method (Situation, Task, Action, Result) to provide a thorough account of the challenge. Emphasize the steps you took to resolve it and how your action led to a positive result, showcasing your problem-solving skills and attention to detail.

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What role does data-driven decision-making play in your work as a Customer Success Operations Analyst?

Explain how you utilize data analysis to influence decision-making processes. Highlight your experiences with analyzing trends and metrics in previous roles and how insights gleaned from data have guided your recommendations for process improvements.

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How do you manage stress or pressure when deadlines approach?

Provide insight into your personal strategies for coping with stress, such as time management practices and grounding techniques. Mention that you maintain focus on the task at hand, ensuring that your work remains high quality even in urgent situations.

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Why do you want to work as a Customer Success Operations Analyst at CallMiner?

Connect your passion for customer success and operational efficiency to CallMiner’s mission and values. Emphasize your admiration for their commitment to innovation in conversation intelligence and how your skills align with their goals, making you an ideal candidate for the role.

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Mission: Our mission is to transform businesses with meaningful insight from customer interactions.Vision: Transforming conversations into understanding that drives profound business change.

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BENEFITS & PERKS
Flexible Spending Account (FSA)
Dental Insurance
Disability Insurance
Vision Insurance
Family Medical Leave
Paid Holidays
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
December 21, 2024

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