Remote Customer Success Operations Analyst

Summary

Join our team at Spring Health as we revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. We're seeking a Customer Success Operations Analyst to 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 are also available
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation
• Access to fertility care support through Carrot , in addition to $4,000 reimbursement for related fertility expenses
• Access to Wellhub , an on-demand virtual benefit that provides wellbeing coaching, and budget management
• Up to $1,000 Professional Development Reimbursement a year
• $200 per year donation matching to support your favorite causes