Customer Success Operations Analyst
Department: Customer Success
Employment Type: Full Time
Location: Denver, CO
Reporting To: Carolyn di Buono
Compensation: $70,000 - $80,000 / year
Description
Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.
Our customers use Propeller's integrated hardware and software products to capture accurate 3D versions of their worksites using drones. With over 45,000 worksites worldwide using Propeller's smart survey technology, we empower project teams to map, measure, and manage site activity.
Propeller empowers everyone to approach, own, and solve problems creatively. We're data nerds who care about impact, honesty, and each other. We take pride in being a great place to work and are proud to be recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.
Your Mission
Working closely with the Customer Success Operations Manager and the Director of Customer Success, the Customer Success Operations Analyst will be the owner of data analysis and reporting, general Gainsight administration, process improvements, and documentation for the Customer Success org.
You will play a key role in the success of the CS team and ensure that our customer-facing staff, managers, and leaders have efficient systems and processes and access to critical data and information that will help inform decisions about how we work with our customers and the overall team's performance.
What's our team all about? Learn more here.
Responsibilities

• Help support the systems, tools, and processes that keep the global Customer Success org operating efficiently and at scale.
• Ensure all members of the CS team have the data and information they need to successfully support their customers, and ensure team managers and leaders have the data they need to make effective decisions and take informed actions.
• Manage the day-to-day support of Gainsight, including fielding questions from users, prioritizing ad-hoc customizations and new feature requests, fixing bugs, designing and implementing core functionality, making workflow adjustments, and supporting end-user management, security, training and permissioning.
• Assist the CS Ops Manager and Director of CS in determining the best key performance indicators to provide insights into customer relationship metrics, including renewals, up-sells, customer-facing interactions and activities, customer health, customer risk, support requests and product adoption.
• Develop reports and dashboards (in Gainsight, and other systems as needed) to facilitate the analysis of customer data and drive actions to proactively manage retention and customer risk across our customer base.
• Design, build, and measure scalable processes, workflows, and automations (in Gainsight, and other systems as needed) that enable the Customer Success team to deliver exceptional support to our fast-growing customer base at scale.
• Create and maintain internal documentation such as playbooks, process flows, instructional materials, etc.
• Partner with other Go-to-Market teams such as Sales, Marketing and Revenue Operations to identify opportunities for improvements to internal processes and the customer journey. This includes recommending and gathering additional customer data that aren't being used today to optimize the performance of the Customer Success team.
• Manage Gainsight data workflows and integrations and ensure we are using accurate and useful data to drive engagement with our customers.
• Provide general operational support to Customer Success team members as needed including triaging and prioritizing inbound requests.
• Collaborate on and/or lead key CS projects to determine business alignment, needs, and system requirements.
• Communicate effectively with CS Leadership about issues, risks, and opportunities identified for the CS org and use data to help tell the story.
• Make proactive recommendations to improve efficiencies through development and adoption of CS best practices and standardized procedures.

Your Skills

• 2-3 years' experience in go-to-market operations (Customer Success, Sales, Professional Services, Support) in a SaaS environment.
• 2-3 years' experience with CRM administration (Gainsight, Salesforce, Hubspot, or another industry-recognized platform).
• Strong reporting background using BI / visualization tools.
• Familiar with Customer Success strategies and best practices.
• Strong written and verbal communication skills.
• Strong project management skills, including the ability to lead and participate in multiple projects, goals and priorities simultaneously with a keen attention to detail.
• Strong analytical skills and intermediate-to-advanced knowledge of Excel/Google Sheets and relational databases.
• Experience documenting and analyzing processes, procedures, and/or policies and training teams on new processes or changes to existing processes.
• Experience working cross-functionally with internal stakeholders at all levels of the organization, from individual contributors to executives.

Preferred, but not required:

• Salesforce or Gainsight certification is a major plus
• Experience in a customer-facing role
• SQL experience

Benefits

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• 20 day paid vacation time per year with no accrual or carryover cap
• Employee share options
• Professional development budget and leave
• The opportunity to take part in our mentorship program
• Monthly telephone and/or internet allowance
• Paid primary & secondary parental leave policies
• Hybrid work arrangements and WFH equipment provided

The estimated salary range offered for this role is $70,000.00 - $80,000.00. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.