Customer Success Operations Analyst

Work from
Anywhere 🌎
Type
Full Time
Opening date
Closing date
11 Mar 2022
Views
166

We are a remote-friendly team, with the option to work out of our Cork HQ campus, Belfast or Boston hubs – or fully remotely. At Teamwork we believe that work is what you do, not where you sit.

THE OPPORTUNITY

In this role your primary responsibilities will include the following:

  • Proactively Engage with Customers, conduct phone interviews and record information into our Customer Success Platform
  • Provide a smooth experience to At Risk customers and provide functionality support if needed to those who are unfamiliar in order to drive customer adoption
  • Identify customer requirements, uncover roadblocks, escalate and solicit leadership involvement as required to save at Risk accounts
  • Analyze data, share insights, uncover trends in At Risk and Churn process initiatives and provide recommendations on business improvement opportunities
  • Scope, lead, run at risk pilots and report on results on weekly basis to CEG organization
  • Propose and build processes that will aid in automation of At Risk workflow processes
  • Partner with the adoption & marketing specialists to improve 1:many outreaches and learning curriculum
  • Partner closely with customer success teams to share insights on At Risk reasons, use cases and desired product functionality with product and integration teams
  • Support non converted trials analysis – including customer survey design and data/ trends analysis

WHAT GOOD LOOKS LIKE

  • 2+ years demonstrated success in Customer Operations, Support, Sales Development in a SaaS business model
  • Strong customer management skills, written communication and analytical skills
  • Aptitude for and interest in workflow processes and automation
  •  Willingness and desire to take on additional tasks or pilot projects that are beneficial to the department or to the organization
  • Prior experience with modelling and analysis preferred (Google Data Studio, Tableau, Looker or similar)
  • Excellent Communication, active listening and attention to details
  • Customer-centric and relationship-oriented at your core. You’re devoted to ensuring our customers’ success and adoption of Teamwork and able to align technical concepts & features to business needs
  • Self Motivated, Driven, Consultative, curious, solution oriented you are able to effectively identify and balance competing priorities and make decisions that best support Teamwork
  • Flexible and able to learn and adapt quickly in a high-growth, dynamic environment
  • Comfortable working with new technology/business applications
  • (Fluency in English + additional European language preferred)

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

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