Spring Health is hiring a
Customer Success Operations Analyst

Summary

Join Spring Health on our mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need. As a Customer Success Operations Analyst, you will play a crucial role in opportunity/pipeline hygiene, data analysis, reporting, Salesforce and Gainsight support, and Customer Success process improvement initiatives.

Requirements

• 1 years of progressive experience working with systems such as SFDC CRM, Gainsight platforms, Zendesk and/or Looker with hands-on experience in creating standard reports, dashboards, CTAs, and automation to help support team efficiency
• Comfortable doing data and statistical analysis using advanced features of G-Sheets/MSFT Excel (such as data filters, VLOOKUP, SUMIFS, COUNTIFS, Pivot Tables, Data connections)
• Bachelor's Degree in business administration, finance or similar field preferred
• Minimum 1 years experience in business, sales or customer success operations
• Strong understanding of customer success principles, methodologies, metrics, and best practices
• Ability to build reporting models in excel or google sheets from the ground up
• Understanding of customer success processes, forecasting, and pipeline management for renewals and upsells
• Excellent interpersonal, presentation, and communication skills
• Comfortable engaging with C-Suite and Executive level leadership
• Comfortable rolling out and documenting processes using available systems and tools (Sfdc, Gainsight, Confluence/Guru, etc)

Responsibilities

• Create and deliver regular reports and dashboards related to Customer Success performance, pipeline health, and other relevant metrics to stakeholders and executive leadership
• Support the CS teams by standardizing business reporting for strategic analysis and internal business reviews
• Assist in driving data hygiene and accuracy across our tools, especially related to opportunity management, customer health scoring and Customer Success workflows
• Prepare performance insights and summaries to VP and Executive-level audiences
• Develop and maintain executive dashboards and reports to provide real-time insights into customer health, satisfaction, and engagement
• Own opportunity booking process to close deals in SFDC for Upsells and Renewal following bookings policies and procedures
• Serve as a subject matter expert for CS Tooling including Salesforce, Gainsight and Looker providing guidance and support to the CS team and collaborating with Salesforce Administrators to troubleshoot issues and implement enhancements
• Assist in the ongoing development of the Gainsight roadmap to align with our KPIs related to operational efficiency through automation
• Make recommendations to increase efficiency and scalability through the development and adoption of system administration best practices
• Work closely with stakeholders to understand business requirements and translate them into effective Gainsight, Salesforce, Zendesk solutions
• Identify areas of improvement and manage ad-hoc projects pertaining to customer success strategy, operations, and related areas to drive value
• Provide training and support to users across the organization to maximize the value of the Gainsight and Salesforce platforms

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons child care, back-up care, and elder care
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses