Customer Success Operations Analyst

Summary

Join Convoso's Customer Success Operations team as a remote operational support specialist! You will work closely with various teams, leveraging data analysis to optimize processes and drive client retention. Responsibilities include managing aspects of the Vitally instance, supporting data analysis efforts, building presentations, and collaborating with Customer Success and Implementation Managers. This role requires 2+ years of experience in operations, analytics, or customer success support, along with Vitally (or similar) admin experience and expert-level Google Sheets/Excel skills. Convoso offers excellent benefits, including 100% covered health premiums for employees and dependents, PTO, paid sick time, holidays, and more. The base salary range is $75,000-$90,000, with additional equity and a generous 401k match.

Requirements

• 2+ years of experience in an operations, analytics, or customer success support role
• Admin experience in Vitally, Totango, or a similar CSP/tool
• Expert level experience with Google Sheets/Excel
• Strong interpersonal and communication skills
• The ability to collaborate effectively with cross-functional teams in a customer-centric environment
• Strong problem-solving and organizational skills with a keen attention to detail
• A strong sense of initiative, independence, and intellectual curiosity
• Ability to quickly learn and adapt to new software platforms and tools

Responsibilities

• Work under the direction of the CS Operations Manager to provide operational support for new strategies, process improvements, and initiatives to support the CS and Implementation teams
• Support and manage specific aspects of our Vitally instance, including playbooks, reporting, and data maintenance to drive client retention, expansion, and satisfaction and ensure internal accuracy and efficiency
• Support data analysis efforts to identify trends, measure success, and surface insights that inform Customer Success strategies
• Support other Convoso teams in their initiatives and projects that leverage CS tools and/or data
• Build and refine presentations and reports that showcase key metrics, trends, and customer insights
• Work closely with Customer Success Managers and Implementation Managers to provide the data and operational support they need
• Write and maintain SOPs in Confluence to document processes and ensure consistency across teams

Preferred Qualifications

Database and data connection experience

Benefits

• 100% covered premiums for employees + dependents (spouse + up to four children)
• PTO, Paid Sick Time, Holidays
• Your birthday off
• Monthly credits toward food & beverage
• Employee referral bonus
• Casual office environment & dress
• Fully stocked kitchen (Dietary restriction-friendly)
• Flexibility of Shift
• Free parking on office premises
• And a team of highly experienced and kind colleagues!
• The base salary range is: $75,000 - $90,000
• Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match