XTN-5A29651 | CUSTOMER SUCCESS OPERATIONS ANALYST

SOCi is a leading all-in-one marketing platform built specifically for "next-level" multi-location marketers. Our customers include top brands and influencers like Ace Hardware, Sport Clips, and Anytime Fitness who have the impossible challenge of managing their digital presence across 100s or 1000s of locations. SOCi platform makes the impossible, possible by enabling top brands and their locations to strengthen and scale their digital presence across hundreds and thousands of local search and social pages while protecting what matters most, their reputation.

Our accolades include:

• Inc. 5000 honoree three years in a row for Fastest Growing Companies in America
• Entrepreneur magazine's #1 Marketing Provider for Franchises, and top provider three years in a row
• Front Runner for Gartner's SoftwareAdvice.com in Reputation Management
• Top 100 rank on Financial Times The Americas' Fastest Growing Companies 2020
  
  
  

The Role:

The Customer Success Operations Analyst is responsible for enhancing company efficiencies and productivity via cross-functional process development. This individual will become intimately knowledgeable in the tools that the various CS departments leverage including, but not limited to: Support Ticketing, CRM software (Gainsight & Salesforce), Project Management, SOCi Knowledge Base, Learning Management System, etc. The analyst will work with each CS department (CSMs, Professional Services, Implementation, Support, and Training) to document and maintain lists of workflow processes/playbooks to ensure consistency and effective communication across teams. They may also be required to facilitate process training, and monitor and enforce existing processes, while analyzing their effectiveness.

The Analyst role will report to and work closely with the Director of Customer Success Operations to create strategic procedures and methodologies and then implement production in order to provide customers with a superior experience, and swifter problem resolution. This will include assisting with reporting on process implementation and adoption, as well as team success metrics. This person will strive to be a SOCi product expert so that they can understand how the SOCi CS tech stack can help the Customer Success teams exceed the goals of our customers and maintain our world class service and time-to-value.

Responsibilities will also involve supporting the existing CS Operations team in the administration of our tech stack tools, as needed. These may include Gainsight, ClickUp, Organimi, etc. The ideal candidate will have experience working directly with third party efficiency tools in a team environment, while having strong data analysis skills to parse patterns from disparate sets of information.

The main responsibilities of a Customer Success Operations Analyst include:

• Organize and maintain the CS process repository as well as the CS organizational chart
• Maintain a working proficiency in the CS Tech Stack tools to be able to identify opportunities for efficiency within workflows, craft new processes where necessary to increase results, and train CS team members on effective usage of our platforms
• Leverage usage data in the Tech Stack tools to help enforce workflow adherence among each responsible team member
• Continually audit and refine Tech Stack best practices and educate CS teams in them to drive consistency
• Assist in building data-driven KPI metric dashboards
• Collaborate with CS team members to drive effective cross-functional alignment among the teams
• Provide Ad-hoc Customer Success project support