Customer Experience Operations Analyst

Job Description:Our customer is looking for a Customer Success Operations Analyst that is dedicated to delivering exceptional customer experiences and driving success through innovative solutions. We are looking for this person to help them enhance their customer engagement and satisfaction strategies. If you thrive in a data-driven environment and are passionate about optimizing customer success operations, we’d love to hear from you!Role Overview:The Customer Success Operations Analyst will be responsible for documenting and improving customer success processes, analyzing data to support decision-making, and ensuring smooth operations within the Customer Success team. You will work closely with internal stakeholders, including Customer Success Managers, and manage program office tasks to keep initiatives on track. Additional responsibilities include:• Document existing customer success processes and workflows.• Identify areas for process improvement and implement changes to enhance efficiency and effectiveness.• Ensure all process changes are thoroughly documented and communicated to relevant stakeholders.• Translate business requirements into detailed process changes and operational plans.• Conduct data analysis using tools like Google Sheets to support process improvements and decision-making.• Understand and use Gainsight as their main customer success management toolRequirements:• 3-4 years of experience as an Operations Analyst in the Customer Success field, with a total of 7 years of professional experience• Experience using either Google Spreadsheet or Excel• Experience with project management, including tracking progress and managing stakeholder expectations.• Excellent communication skills, with the ability to effectively convey information and collaborate with internal teams.• Proven ability to manage process changes and document improvements.Plusses:• Experience with Gainsight